Abstract: Agents are coached to improve their performance by participation in a speech coaching campaign. In one embodiment, an administrator identifies top and bottom performing agents, and retrieves their voice call recordings that are processed by a speech analytics system to produce word clouds corresponding to desirable and undesirable phrases. After reviewing and potentially editing the word clouds, a set of desirable and undesirable operational phrases are created, which the agent should use, or not use, during a call. A speech analytics system is configured to detect the presence of these operational phrases for an agent when the agent is on a call. The agent may review information depicting how well they are utilizing the desirable phrases and avoiding the undesirable phrases, and points may be allocated reflecting the agent's usage. The points may be processed by a gamification system to incentivize the agent to improve their performance.

Abstract: A computer based dialer is configured to detect and respond when a call offering rate (“COR”) used to originate calls is not adequately processed by a carrier expected to provide that COR service level. The dialer utilizes a pacing algorithm to generate outbound calls at an initial COR and detects when the carrier is unable to process the calls at that COR. In response, the dialer will automatically adjust the pacing algorithm to originate calls at a slower rate, and resume call originating at the slower, adjusted COR. If the conditions persists, the dialer will again reduce the pacing algorithm until the dialer determines the carrier is able to process calls at a subsequent adjusted COR. A notification alert is generated in response to detecting and adjusting the pacing algorithm, thereby notifying appropriate personal of a potential mismatch between the actual COR and expected COR over the carrier's interface.

Abstract: A call record processing module retrieves call records from a database associated with accounts to be dialed, either as voice calls or text calls, wherein the called party may have a plurality of postal addresses indicated in the call record. A most restrictive calling window for a dialer by the call record processing module the multiple postal addresses of the account, along with other information in the call record, such as the telephone number. This information is then used to either schedule a time for originating a call or determining whether the call can originate currently. In other embodiments, the determination of the calling window may be modified by other restrictions, such as do not call lists, prior call attempts, state regulations, etc. Once the plurality of potential states are known, various regulations can be consulted for determining whether or when to originate the call.