Abstract: Agents in a contact center are often connected to communications (e.g., calls, real-time text chats) automatically and without human intervention. By analyzing the communication and/or a history associated with the customer on the communication, an auto-answer delay may be determined that is better able to provide the agent with sufficient time to prepare for the communication. The auto-answer delay may be determined as a variation from a default auto-answer delay.

Abstract: Electronic conference enables remote participants to obtain conference content from other devices connected as nodes on a network. A presenter may provide all audio content for a portion of the electronic conference and then individuals, associated with nodes on the network, may provide audio content during other portions, such as to ask a question to the presenter or group. Participants may “raise their hand” to request to speak. By automatically unmuting devices associated with requesters in an order different from the order in which the requests were received, devices may be unmuted to receive audio content having a particular importance or relevance to the electronic conference and thereby reduce the time spent on less relevant content.

Abstract: Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queueing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.

Abstract: Users often have multiple resource (e.g., devices, accounts, authorizations, permissions, etc.) that utilize or leverage a credential that may become compromised. A stolen mobile device may allow unauthorized access to the device to make and receive calls and potentially expose other resources (e.g., emails, text messages, accounts, etc.). Maintaining all these accounts is cumbersome and error prone. Having a ledger indicating resources that are blocked is provided. Copies of the ledger are maintained by other entities and updates exchanged therebetween. As a result, parties can be quickly notified when a resource should be blocked, or unblocked, if blocking is no longer warranted.

Abstract: Embodiments of the disclosure provide for managing a change in contact information associated with that user and securing a customer history after the change in contact information associated with that user. Services within a peer-to-peer network can share a distributed secure ledger. This distributed secure ledger can comprise information associated contact information, such as a phone number, with a user and indicate its status as activated or deactivated. Once any member of the peer-to-peer network, such a telecommunications service provider, detects a change, e.g., a user obtaining a new cellphone number or relinquishing an old one, that peer can update the secure distributed ledger and notify the other members of the peer-to-peer network. In this way, all members can be informed and updated as the change occurs and can then take action to locally associate or disassociate that user with that contact information, archive any past customer records, etc.

Abstract: Communication networks comprise two or more nodes and a communication infrastructure facilitating communication therebetween. Systems and methods are provided that enable a message to be created in one network, by a first node, and endorsed by at least one second node, to allow a new network topology to be created whereby a third node may communicate individual, via manual and/or automated agents, with each of the first and second nodes, any one or more of the first and second nodes may utilize a different network and/or a different communication protocol.

Abstract: A plurality of escalated communication sessions are received. The plurality of escalated communication sessions are initially a plurality of established communication sessions between communication endpoints of users and communication endpoints of contact center agents. A priority for the plurality of escalated communication sessions is determined based on one or more routing factors. In response to determining the priority of the plurality of escalated communication sessions, the plurality of escalated communication sessions are routed to a communication endpoint of a supervisor or a technical specialist based on the priority.

Abstract: The technology disclosed herein enables agent selection based on a likelihood that a received communication will change modes. In a particular embodiment, a method provides receiving a communication in a first mode directed to the contact center from a first user system operated by a first user. The method further provides determining a first likelihood that, at a time after the communication is established with an agent system, the communication will change from the first mode to a second mode. Responsive to the first likelihood satisfying a threshold likelihood, the method provides identifying a first agent of the plurality of agents for handling the communication based on the first mode and the second mode and establishing the communication in the first mode between the first user system and a first agent system operated by the first agent.