Abstract: In accordance with various embodiments, a magnifying tool is provided in a user interface for magnifying content displayed on a mobile device and any other device with a restricted or limited viewing screen. A mobile device, including a magnifying tool for magnifying content displayed on the mobile device, can comprise a computer readable storage medium and processor. The mobile device can include a touchscreen operable to receive input from a user and display content. When the mobile device receives a selection of a location on the touchscreen, the mobile device determines a position of the location on the screen, determines a portion of the screen to magnify, and magnifies the portion of the screen and overlays the magnified portion on the screen.

Abstract: A communication management system transmits a request for obtaining capability information indicating capability of a first communication terminal of a plurality of communication terminals, to the first communication terminal through a network, receives capability information of the first communication terminal from the first communication terminal, determines a set value for each one of a plurality of set items to be configured in providing a service plan corresponding to the capability of the first communication terminal, based on the capability information of the first communication terminal, and transmits the determined set value of each one of the plurality of set items to a relay device, as an operating parameter for controlling the relay device in transmitting or receiving content data to or from the first communication terminal according the service plan corresponding to the capability of the first communication terminal.

Abstract: A method includes receiving an audio signal. The method further includes determining segments of audio from the audio signal. The method further includes sending a first segment of the audio signal to a first communication assistant (CA) device. The method further includes sending a second segment of the audio signal to a second CA device. The method further includes receiving a first text string associated with the first segment from the first CA device. The method further includes sending the first text string to a text display device. The method further includes receiving a second text string associated with the second segment from the second CA device. The method further includes sending the second text string to the text display device.

Abstract: A queueless contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.

Abstract: Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact center configuration parameters are received from the content provider. A contact center telephone number is assigned to the contact center based on the data. One or more agents are assigned to the agent pool of the contact center based on the data. The data includes a task to be handled by the communications system without using an agent of the agent pool is determined. In response to determining that the data includes the task to be handled by the communications system without using an agent of the agent pool, multiple interaction pages for the interaction site are generated.

Abstract: The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include receiving a customer communication, predicting a demographic profile of the customer associated with the customer communication, and providing a routing recommendation to route the customer to an agent based on the prediction and historical customer data.

Abstract: A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be removed from automation to live support if it appears necessary.

Abstract: The invention relates to a method for transmitting data on a terminal in a call, such that it comprises, when a call initiated from the terminal is set up to another party, steps of determining (301) the call number of the correspondent; of reading (302) a configuration information item comprising at least one association between the determined call number and a datum identifier, the datum identifier being associated with a command to obtain the datum; of obtaining (303), by executing the associated command, the identified datum, and of transmitting (305) the datum to a recipient. The invention relates also to a communication terminal implementing the method.

Abstract: A persona determination approach can be utilized to apply digital personas across multiple communications domains. A service gateway can determine whether to transfer a request for communications services to a Persona Determination Mechanism (PDM). The PDM can select a digital persona based on available information and transmit the digital persona to the service gateway. The service gateway can process the communications services based on the selected digital persona or based on the determination not to transfer the request. In some methods, the service gateway can forward the processed request to one or more network elements for further processing. Related systems are also disclosed.

Abstract: The disclosed embodiments illustrate methods and systems for managing a conversation between a first user and a customer care agent. The method includes extracting one or more features from a first conversation between said first user and said customer care agent. The first conversation corresponds to an ongoing conversation over an electronic communication medium. The method includes determining a score for a feature. The score indicates a deviation of a value of said feature from an average of values of said feature determined from historical conversations involving said first user. The method includes aggregating said score for each of said one or more features of said first conversation. Thereafter, the method includes redirecting said first conversation of said first user to a third user during said first conversation based on said aggregation. The third user manages said first conversation between said first user and said customer care agent.

Abstract: A Session Initiation Protocol (SIP) server comprises a signaling data system that receives a first SIP message having a Session Description Protocol (SDP) data set. The signaling system responsively stores the SDP data set in association with a session segment identifier and transfers a session request having the session segment identifier and not the SDP data set. The SIP server has a session data system that receives the session request having the session segment identifier and not the SDP data set. The session data system responsively authorizes the session request and transfers a session instruction having the session segment identifier. The signaling data system receives the session instruction having the session segment identifier and responsively identifies the SDP data set with the session segment identifier and transfers a second SIP message having the SDP data set.

Abstract: A computing apparatus configured to perform natural language processing, e.g., by comparing the words in a communication transcript of a user to a list of keywords, to generate an input vector representing a pattern of text in the communication transcript. A predictive model is generated from correlating input vectors to user ranking scores, e.g., for retention. The input vector determined from a communication transcript is applied to the computation model to compute a predicted retention score of the user. The retention score can be used, for example, to select a personalized recommendation for a communication connection to an adviser and/or a targeted offer.

Abstract: Calls placed to a call recipient bypass the terminating messaging system, creating an enhanced message in the call originator's messaging system and delivering the enhanced message using alternate routing information. A caller creates enhanced messages for a call recipient even when the call recipient's messaging system does not support such functionality. The caller also embeds stored content and/or use links in the enhanced messages to allow the message to be modified and/or deleted before it is accessed by the call recipient.

Abstract: A system and method for pairing agents and callers within a call center environment is provided. A call is received from a caller into a call center. A voice sample is received from the caller during the call and traits of the caller are identified from the voice sample. The traits of the caller are compared to traits of one or more candidate agents within the call center. A similarity is determined between the caller and each candidate agent based a number of the traits shared by the caller and that candidate agent. One of the candidate agents is selected based on the similarity and the caller is connected with the selected candidate agent.

Abstract: A system for enhanced quality monitoring, comprising a call record server operating on a network-connected computing device, a quality monitoring analysis server operating on a network-connected computing device that receives and analyzes call records from the call record server, a quality monitoring database that stores analysis results, and a monitoring station operating on a network-connected computing device that allows a human user to monitor call records, and a method for enhancing quality monitoring.

Abstract: A program product, system and method, the program product comprising a non-transitory computer-readable medium, comprising computer program code comprising instructions to perform the method: receiving active content, where the active content comprises computer code for configuring a display in a first display interface; automatically matching without user intervention selected data from the active content to target category data; when there is a match, extracting data from the active content that matches object selector data, including a unique key; searching a customer database of database records using the unique key; when no records found, automatically creating new record; when one record is found, automatically updating without user intervention, items within the database record; when multiple records found, automatically determining a primary database record and automatically updating the primary database record; creating and displaying data in a second display interface from the records.

Abstract: Configuration parameters are defined for indicating when and how a call handled by a call handler is to be streamed to a speech analytics system (“SAS”). The parameters may indicate when a call is to be streamed by identifying certain campaigns or agents in which calls associated therewith are to be streamed to the SAS. The parameters may also identify how the streaming is to occur, namely via a single audio stream, a mixed audio stream, or dual audio streams. When using dual audio streams, a stream for the agent audio is established separately from a stream for the remote party audio. In addition, procedures are indicated for determining whether a license is available for interfacing with the SAS. The number of licenses used for a call depends on whether the configuration parameters indicate one or two streams are to be established.

Abstract: A calling center system and a calling processing method of a calling center system are provided in the disclosure. The calling center system includes: an accessing module, configured to receive a user call; multiple CCB units, wherein each CCB unit is configured to select one agent module for serving the user call from multiple agent modules corresponding to the CCB unit, wherein each agent module of the multiple agent modules is configured to serve a user call; a scheduling module, configured to select, according to capability data of the multiple CCB units, the one or more CCB units from the multiple CCB units to perform the operation of selecting one agent module for serving the user call, and select one agent module from one or more agent modules selected by the one or more CCB units to serve the user call. The disclosure can enhance the reliability of the system.

Abstract: A method of routing a voice communication from a web page to one of a plurality of queues includes determining whether a user has previously visited the web page. If the user has not previously visited the web page, the web page is displayed without a button to initiate the voice communication. If the user has previously visited the web page, the button is displayed.

Abstract: Methods and systems for automatic phone call tracking and analysis of the content and outcomes of a call are provided. These systems may provide businesses with the ability to track and view analytics of the number and various outcomes of calls, thereby providing up-to-date real-time analysis of the automatically-generated results of client interactions with staff answering the phones. Methods and systems in accordance with the present invention quantitatively and objectively analyze staff performance and marketing return on investment (ROI), and track patient demand across various procedures. This may automatically provide information on the number of calls with various outcomes, e.g., the customer booked an appointment, the customer hung up while on hold, the customer was connected with voicemail, the customer left a message on voicemail, the customer is an existing client, etc. Other automatically-detected aspects of phone call contents are provided.

Abstract: An architecture and process flow for a contact center that receives payments prevents the agent from hearing sensitive financial information during the payment transaction. During a call with a remote party, the agent determines an appropriate time to bridge on a bank card payment processing system to receive and process a payment. Audio of the call to the agent is then interrupted so as to avoid the agent hearing any sensitive financial information provided by the remote party. A speech analytics system (“SAS”) is bridged onto the call and monitors the payment transaction. The SAS provides status indications displayed to the agent so that the agent is able to monitor the progression of the payment transaction without hearing the contents of the call. The SAS determines when the payment transaction has completed and causes the agent audio to be restored.

Abstract: A contact center auditing work assignment engine communication system hosts a multi-functional automatic bot agent to discover issues, update properties, identify and solve problems, and provide operational support for contact center managers, creating a proactive and flexible automatic audit and cooperation between a bot agent, human agents, and supervisors.

Abstract: An agent login optimization system for optimizing login of agents at communication managers of a contact center is provided. The agent login optimization system includes a monitoring module for monitoring predetermined activities at a plurality of communication managers in the contact center. The monitoring includes monitoring call traffic at the plurality of communication managers and monitoring login requests of agents. The agent login optimization system further includes a determination module configured to determine a suitable communication manager from the plurality of communication managers based upon the monitoring to login an agent. The agent login optimization system further includes an agent login module for logging the agent into the suitable communication manager.

Abstract: A system and method for use with an assisted user's communication device that includes a display and a speaker, the method comprising the steps of providing a processor programmed to perform the steps of, upon placement of an emergency call to a hearing user, recognizing the call as an emergency call, automatically initiating a captioning service to provide text transcription of voice messages from the hearing user and maintaining the captioning service for at least a time out period irrespective of actions by the assisted user and, upon placement of a non-emergency call, only starting the captioning service after a request for the captioning service from the assisted user is received.

Abstract: A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

Abstract: A method, a system, and computer readable medium comprising instructions for real-time monitoring of agent adherence. The method comprises collecting events and data for an agent from at least one phone router, collecting time keeping data from a time clock system, collecting data and events from a scheduling system, normalizing the events, data, and generating at least one user interface comprising normalized data, presenting at least one view of the at least one user interface to at least one application, and refreshing the at least one view with updated events and data.

Abstract: An information processing device capable of performing external communication through a communication device for performing communication includes a subsystem arranged between the communication device and a main unit of the information processing device including a central processing unit and an operating system. The subsystem temporarily stores communication data between the communication device and the central processing unit when the central processing unit is in a power source turned-off state or a suspended state, and the subsystem transfers the communication data between the communication device and the central processing unit when the central processing unit is in a power source turned-on state. Accordingly, external communication is enabled without altering the connection manager of the OS even when the subsystem is placed between the communication device and the OS.

Abstract: A system, method, and computer program product are provided for predicting at least one reason for a current call received from a customer. In operation, information associated with at least one transaction corresponding to at least one customer is identified. Additionally, relevant data associated with the at least one customer is determined, based on the at least one transaction. Further, at least one reason for a current customer call received from the at least one customer is predicted, based on the relevant data associated with the at least one customer.

Abstract: Systems and methods for using secondary communication channel information, such as RTCP information to facilitate correlating business information to allow gateway recording. Using information in this secondary communication channel the recording system can correlate the business metadata either directly (e.g., using a phone extension) or through one or more indirect operations (e.g., a call ID-to-universal call id-to-phone extension). Additionally, information in the primary communication channel may be used to perform an indirect operation to correlate auxiliary business information (e.g., using the CALLID or UCID in SIP signaling to resolve the agent's phone extension and thereby access auxiliary business information.

Abstract: Techniques for accessing a wireless communication system are described. A user equipment (UE) sends a random access preamble for system access. The random access preamble may include a random identifier (ID), a channel quality indicator (CQI), etc. The UE may randomly select the random ID or may be assigned this random ID. The UE receives a random access response from a base station. The random access response may include control channel resources (e.g., CQI and PC resources), uplink resources, and/or control information (e.g., timing advance and PC correction) for the UE. The random access response may be sent in two parts using two messages. A first message may be sent on a control channel and may include identification information and possibly other information. A second message may be sent on a shared data channel and may include remaining information for the random access response.

Abstract: Techniques for accessing a wireless communication system are described. A user equipment (UE) sends a random access preamble for system access. The random access preamble may include a random identifier (ID), a channel quality indicator (CQI), etc. The UE may randomly select the random ID or may be assigned this random ID. The UE receives a random access response from a base station. The random access response may include control channel resources (e.g., CQI and PC resources), uplink resources, and/or control information (e.g., timing advance and PC correction) for the UE. The random access response may be sent in two parts using two messages. A first message may be sent on a control channel and may include identification information and possibly other information. A second message may be sent on a shared data channel and may include remaining information for the random access response.

Abstract: Embodiments of the present invention provide a method, system and computer program product for CRM audio on hold. In an embodiment of the invention, a CRM audio on hold method includes identifying a caller associated with the telephone call received in a call processing gateway, selecting a record in a CRM application pertinent to the caller and inserting the selected record into a variable field of a template. The method also includes text-to-speech (TTS) processing the template into audio and returning the audio to the call processing gateway for playback to the caller while the caller is on hold.

Abstract: Embodiments of a system are disclosed for stress assessment of a call center agent while interacting with a customer. The system is for use with a communication network. The system includes a stress assessment device and an agent device that includes an imaging unit. The agent device is configured to capture video of a target region of exposed skin of the agent using the imaging unit, collect customer interaction data based on interaction with a customer device over the communication network, and communicate the captured video and the customer interaction data to the stress assessment device. The stress assessment device is configured to passively estimate agent stress-level based on the received video, and generate feedback to the agent based on correlation between the customer interaction data and the estimated stress-level over a predefined time interval.

Abstract: A system and computer program product for providing a software-based operator switchboard for a phone system provide improved functionality, with greater simplicity, than conventional techniques. A telecommunications system may comprise an operator switchboard computer system displaying and receiving input with a graphical user interface indicating an operation to be performed by an end-user device, generating a first message in a first message format based on the received input, and transmitting the message to a server computer system, and a server computer system receiving the first message from the first computer system, translating the first message from the first message format to form at least one second message in a second message format, and transmitting the second message to perform the operation to be performed by at least one end-user device. Messages may also be transmitted from end-user devices to the server computer system, translated, and transmitted to the operator switchboard computer system.

Abstract: A telephony system comprising means to establish an initial telephone call (1) between at least two initial telephone terminals (2, 3) characterized in that it further comprises: a call recording server (5) designed to record said initial telephone call (1), a speech to text engine (6) able to make a text transcription (9) of said initial telephone call (1), a providing mean (7) able to provide said text transcription (9) to a third telephone terminal (4).

Abstract: A parameters modification system for a contact center is provided. The parameters modification system includes an input module for enabling a user to provide an input indicating one or more parameters required to be modified. The parameters modification system further includes a determination module for determining a surface based on key performance indicators (KPIs) associated the one more parameters. The determination module further determines an optimal path in the determined surface. The parameters modification system further includes a modification module for modifying the one or more parameters along the determined optimal path so that key performance indicators associated with the one or more parameters remain within a predetermined threshold.

Abstract: Embodiments of the present invention disclose a method and an apparatus for queue routing. The method includes: obtaining history behavior information of a user accessing a call center system; analyzing the history behavior information, and performing queue routing on a call of the user based on an analysis result of the history behavior information. The embodiments of the present invention further disclose an apparatus for queue routing, including: an information obtaining module and a call processing module. By using the technical solutions according to the embodiments of the present invention, a dynamic queue routing mechanism is provided according to the history behavior information of the user, and thus, a more refined service manner is provided for the user and user experience is improved.

Abstract: During communications sessions between an agent in a call center and a customer, it is often desirable that a secondary agent is consulted, the secondary agent perhaps more suited to the particular needs of the customer. It is preferred that the original agent is presented with a list of the best-suited agents with which to consult, if needs be. Accordingly, a system and method for managing a list of contacts for presentation to a user of a computer system (e.g. a call center agent) is disclosed. The system provides for the monitoring of live communications between an agent and a customer, and further provides for the detecting of a pattern of data in the monitored live communications interaction (e.g. utilising speech recognition to recognise use of a particular keyword). The system is then operable to present a list of suggested contacts to the agent, the suggested contacts chosen based on a match between selection criteria for that contact and on the particular data pattern detected.

Abstract: A messaging system that organizes and presents messages to users of the messaging system. The messaging system includes a mailbox module that receives messages and generates conversation threads from the messages. Messages received from different electronic message channels may be aggregated into a common conversation thread. The conversation threads are also organized in a message interface and then presented to a user of the messaging system. The messaging system may include a social networking system that stores social information about users, which can be used to organize the conversation threads. Other features include a multi mode message interface, and a method for adding contextual information to messages.

Abstract: Features are disclosed for generating and using personalized named entity recognition models. A personalized model can be trained for a particular user, and then interpolated with a general model for use in named entity recognition. In some embodiments, a model may be trained for a group of users, where the users share some similarity relevant to language processing. In some embodiments, various base models may be trained so as to provide better accuracy for certain types of language input than a general model. Users may be associated with any number of base models, and the associated based models may then be interpolated for use in named entity recognition on input from the corresponding user.

Abstract: Mutual remote support between users is easily facilitated without troublesome complicated user registration. For user terminals between which remote support is performed, a user can use an appropriate supporter user terminal to enable the supporter user terminal to access a supportee user terminal to thereby facilitate setting manipulation and check device (or terminal) status with regard to not only the supportee user terminal but also a supportee device that is communicably connected to the supportee user terminal, by merely selecting the supportee device (or terminal) from an address book stored in the corresponding user terminal. Further, when a necessary application is not installed in a counterpart user terminal, it is possible to transmit information for installing the application through an SMS or the like.

Abstract: A call recording system for recording WebRTC calls between a user and an agent of an enterprise is provided. The call recording system includes a monitor module for monitoring and detecting at least one request to establish WebRTC call with an agent of the enterprise. The call recording system includes a fork module for forking media streams associated with the at least one WebRTC call. The call recording system further includes a record module for recording the forked media streams to record the at least one WebRTC call. The call recording system further includes a barge module for enabling a supervisor to barge into the at least one WebRTC call.

Abstract: A general queue and priority queues corresponding to agents are maintained. In response to a user request from a remote device of a user regarding a content item of a content document displayed at the remote device, it is determined whether the user request includes an agent identifier (ID). If the user request includes a first agent ID, a first of the priority queues is identified based on the first agent ID and the user request is inserted into the first priority queue. If the user request does not include an agent ID, the user request is inserted into the general queue. A case manager the requests from the general queue and the priority queues to the agents that are available to enable the agents to establish live communication sessions with users associated with the requests.

Abstract: Apparatus and method for providing call connection notification. In order to provide a call connection notification service, a telephone number of a callee may be received when a caller transmits a call connection request to the callee. Based on the telephone number of the callee, public relations (PR) information may be searched for. A result of the searching may be provided to a user equipment of the caller.

Abstract: An agent assisting system for providing assistance to agents of contact center during calls is provided. The agent assisting system includes a monitoring module configured to monitor parameters of a call coming to the contact center. The agent assisting system further includes a sentiment detector module configured to detect sentiments of a user during the call. The agent assisting system further includes a pattern matching module configured to determine a script for an agent handling the call, based on the parameters of the call and the sentiments of the user during the call, wherein the script providing instructions to the agent to improve handling of the call. The agent assisting system further includes a script publishing module configured to publish the script to the agent handling the call.

Abstract: A system and method for making a VoIP-based and other types of group calls includes a user interface adapted for use by a group call administrator via the Internet, a database manager connected to the user interface, and a database connected to the database manager. In one embodiment of the invention, the group call administrator identifier and one or more group call invitee identifiers is a telephone number. A method includes using call information from the database to initiate conference call connections and an administrator call connection to facilitate a conference call in which the administrators call connections and the participants connections are joined to allow communications between the participants and the administrator.

Abstract: A system and method for making a VoIP-based and other types of group calls includes a user interface adapted for use by a group call administrator via the Internet, a database manager connected to the user interface, and a database connected to the database manager. In one embodiment, the group call administrator identifier and one or more group call invitee identifiers is a telephone number. The server responds to a group call request by initiating a first group call connection and initiating at least one or more second group call connections to join a group call administrator and at least one group call invitee. A method includes using call information from a database to initiate conference call connections and an administrator call connection to facilitate a conference call in which the administrators call connections and the participants connections are joined to allow communications between the participants and the administrator.

Abstract: A method of managing a call center that includes a plurality of agents may include receiving functional data associated with the plurality of call center agents over a time period, for each data curve, normalizing the data points to create a plurality of normalized functional data points, determining a variation associated with each normalized functional data point, determining one or more threshold values associated with each normalized functional data point, determining whether one or more of the normalized functional data points have a value that exceeds the associated threshold value, and identifying each of the normalized functional data points having a value that exceeds the associated threshold value as an outlier. The method may include identifying the call center agent associated with each curve that has an outlier and presenting information pertaining to one or more identified call center agents to a user.

Abstract: The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include receiving a customer communication, predicting a personality type of the customer associated with the customer communication, and providing a routing recommendation to route the customer to an agent based on the personality type prediction and historical customer data.

Abstract: A system and method for voice and speech analysis which correlates a speaker signal source and a normalized signal comprising measurements of input acoustic data to a database of language, dialect, accent, and/or speaker attributes in order to create a transcription of the input acoustic data.