Abstract: The method of authorizing the transmission of a message comprises requesting the transmission of a message from a calling party to a called party and presenting a plurality of audiovisual media elements to the calling party, one of which is representative of a physical characteristic of the called party. The other audiovisual media elements are similar in form to the media element representative of the called party. The calling party selects one audiovisual media element from the presented media elements. The transmission of the message from the calling party to the called party is authorized only in the case where the selected audiovisual media element is representative of the called party.

Abstract: Systems and methods are provided for obtaining statistics from the use of a voice application. More particularly, the invention may comprise an interception engine that is configured to receive a document from an IVR application server and inject a marker(s) into the document, and pass the document on to an IVR browser. The interception engine is further configured to receive a response document from the IVR browser, remove the marker results, and pass the document on to the IVR application server. The marker results are used to create statistical information useful in the analysis of the operation of the voice application in the IVR system. In an exemplary embodiment, the markers are used in connection with a map of the call flow of the voice application.

Abstract: An arrangement for allowing “hands-free” access to DTMF-controlled systems, such as one's voice mail messaging systems, utilizes a speech-to-DTMF tone application that monitors the communication between the user and the DTMF-controlled system. A speech recognition unit is utilized to retrieve certain voice commands (e.g., “next”, “skip”, “repeat”, “forward”, etc.) when uttered by the user. The application then translates the received commands into the proper DTMF tone sequence used by the DTMF-controlled system and transmits the DTMF tones to the system. The application is particularly useful in the cell phone environment and avoids the necessity of the user to constantly switch between using the keypad and listening to messages/commands from the system.

Abstract: A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels including an interactive voice response channel. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel.

Abstract: An approach for directing a call to a matching service of a call destination is described. A call matching manager determines that a call is to be redirected from a first voice response unit based on service data about a service and caller data about a caller. The call matching manager also queries, during the call, one or more databases corresponding to a plurality of other services to identify a matching service based on the caller data. Still further, the call matching manager initiates transfer of the call for processing by a second voice response unit via out-of-band telephony signaling using a generated reference value.

Abstract: A speech application implements a telephone-based commerce system and method which complements a core payment processing business and influences banks and other key partners to conduct such electronic business and commerce. The speech application includes a speech driven telephone interface for consumer shopping and order placement of commodity items; a consumer registration interface and secure process that ties in a credit card, debit card, or bank account; and a build-your-own-voice-store web application which includes a voice user interface with interactive voice response tailoring each voice store within the speech framework of the present invention and an inventory database. Multi-currency services, permitting pricing or payment in any chosen currency, as well as multiple spoken language processing of voice inputs are supported for performing voice commerce over telephones.

Abstract: A system and method for automated communication to at least one end user. In one example, a system includes an interactive voice response (IVR) platform and a decision engine for creating a campaign that configures the IVR platform to perform outbound calls to the at least one end user to execute a task. The IVR based system calls the at least one end user based on the created campaign, records results of the call which indicate execution status of the task, and controls the future calls made by the campaign based on the results of the at least one call.

Abstract: A computer system for processing audio on a call having a processor in communication with non-volatile memory having code for converting recorded audio into a vector, comparing the recorded audio vector with a plurality of audio vectors and generating a comparative match number for each comparison, identifying a closest audio vector having a highest comparative match number above a predetermined threshold match number, connecting the call to an agent when the closest audio vector is designated as live-voice.

Abstract: A method includes receiving a communication from a party at a voice response system and capturing verbal communication spoken by the party. Then a processor creates a voice model associated with the party, the voice model being created by processing the captured verbal communication spoken by the party. The creation of the voice model is imperceptible to the party. The voice model is then stored to provide voice verification of the party during a subsequent communication.

Abstract: A method and an apparatus for performing and controlling speech recognition and enrolment are provided. The method for performing speech recognition and enrolment includes: receiving a Speech Enrolment Start Request and a Speech Recognition Request sent from a media gateway controller (MGC); performing speech recognition and enrolment according to the Speech Enrolment Start Request and the Speech Recognition Request, and obtaining a recognition and enrolment result; and feeding back the recognition and enrolment result to the MGC.

Abstract: Embodiments of the invention provide a system for generating an Interactive Voice Response (IVR) database, the system comprising a processor and a memory coupled to the processor. The memory comprising a list of telephone numbers associated with one or more destinations implementing IVR menus, wherein the one or more destinations are grouped based on a plurality of categories of the IVR menus. Further the memory includes instructions executable by said processor for automatically communicating with the one of more destinations, and receiving at least one customization record from said at least one destination to store in the IVR database.

Abstract: A mass-scale, user-independent, device-independent, voice messaging system that converts unstructured voice messages into text for display on a screen is disclosed. The system comprises (i) computer implemented sub-systems and also (ii) a network connection to human operators providing transcription and quality control; the system being adapted to optimize the effectiveness of the human operators by further comprising 3 core sub-systems, namely (i) a pre-processing front end that determines an appropriate conversion strategy; (ii) one or more conversion resources; and (iii) a quality control sub-system.

Abstract: A system and process for identifying a client, comprising a client device having a video camera and a voice transmitting and receiving device capable of transmitting a client's image and voice via a communication carrier system and a communications network to a user terminal, whereby the user terminal permits an authentication of the client's image and voice in real time. Another aspect of the present invention includes a method of identifying a fraudster, comprising the steps of using a client device having a video camera and voice transmitting and receiving device to initiate an authentication of a client's identity, transmitting the fraudster's image and voice over a communication carrier system and a communications network to a user terminal, comparing the fraudster's image and voice to client data, and storing the fraudster data.

Abstract: A communication terminal, system and method utilize a communication device that activates a speech to text application so that subsequent audio that is received from a caller is converted into text. A caller may then provide audio in response to a question. A caller may send input by pressing a button on a communication device for example, to activate the speech to text application, speak an answer, and then press a button to indicate that an answer to a question is complete. The spoken answer may be converted into text and may then be stored, parsed, and then assigned to an object representing the question posed to a caller. The stored text assigned to the object representing the question may then be used to populate different forms or databases for subsequent use or for displaying to a user via a display device of that person's computer device.

Abstract: A system and method for answering a call on a communication device is provided and includes: detecting an incoming call on the communication device, automatically answering the incoming call, and detecting whether an audio signal is received through the microphone of the communication device. Upon not detecting an audio signal, the call is disconnected.

Abstract: In an interactive voice response system, a method is provided for selective enhancement of voice recognition capability during an interaction. The method includes the acts (a) taking a call and prompting for a voice response from the caller, (b) failing to recognize the response, (c) executing a routine to detect and isolate the captured word or phrase in the response, and (d) attempting to recognize the response a second time.

Abstract: A method for indicating voice input state for a call on a communications device. A processor unit identifies the state of voice input for the call. In response to the state of the voice input being a mute state, the processor unit identifies a mute setting for the mute state based on a user profile. Thereafter, first audio data specified by the mute setting is played with audio data from the call on the communications device. In response to the state of the voice input being an unmute state, the processor unit identifies an unmute setting for the unmute state based on the user profile. Thereafter, second audio data specified by the unmute setting is played with the audio data from the call on the communications device.

Abstract: A method for transmitting choices to a caller has steps of (a) interacting by voice with a caller using a communication device; (b) encountering a point in the interaction that a choice between two or more options is to be provided to the caller; (c) determining if the caller's communication device is capable of receiving a text message; (d) selecting a compatible text message comprising the options; (e) associating with the text message a text message destination address to the caller's device; and (f) transmitting the text message to the caller's device. The interaction may be by IVR or by a live agent.

Abstract: A method of operating a telephony system for determining whether a telephone call made to a call destination terminal is a live call which is answered by a live person and not by an answering machine, the system performing steps comprising detecting that the telephone call has been answered and that the call is in progress transmitting one or more voice messages in a transmitted signal to the call destination terminal analyzing a received signal from the call destination terminal to detect voice signals, and determining whether or not the telephone call is a live call by applying test criteria to relative timing of events in the received signal and transmitted signal, the test criteria being based on an expected pattern of speech and silence representative of normal conversation.

Abstract: An interactive voice response method permits an intelligent interactive voice system to communicate with a caller. The method includes determining that a caller is a first time caller, interactively communicating with the first time caller, and routing a call to a particular destination based upon information received from the caller. The method also includes establishing a caller personal profile based on the information received from the first time caller, developing a predictive personalized interactive communication dialog for a repeat call by the first time caller, and storing the caller personal profile and the predictive personalized interactive communication dialog.

Abstract: The multi-party conversation analyzer of the present invention allows users to search a database of recorded phone calls to find calls which fit user-defined criteria for “suspicious calls”. Such criteria may include indications that a call included a 3-way call event, presence of an unauthorized voiced during the call, presence of the voice of an individual known to engage in identity theft, etc. A segment of speech within a call may be graphically selected and a search for calls with similar voices rapidly initiated. Searches across the database for specified voices are speeded by first searching for calls which contain speech from cohort speakers with similar voice characteristics.

Abstract: A system and method for voice-activated dialing using implicit and explicit trunks including receiving a call from the user telephone and establishing a first connection. In response to establishing the first connection, a second connection may be established over the implicit trunk. In response to establishing the second connection, a third connection may be initiated. In response to the user telephone sending a keyword, the implicit trunk may be disconnected and the call may be connected via the explicit trunk. If a spoken number is received, then the spoken number may be translated into a computer readable telephone number. Alternatively, if a dialed telephone number is received from the user telephone, the telephone number may be used to route the call. In response to receiving the telephone number, the explicit trunk may be disconnected and the call from the user telephone may be routed to the received telephone number.

Abstract: A system and method to select and retrieve contact center transactions from a set of transactions stored in a queuing mechanism. The system includes an interactive voice response system configured to accept at least one call and dynamically populate a web form with call data associated with the at least one call. The system also includes a queuing engine configured to allow a call agent to access the call data prior to the at least one call being connected to the call agent.

Abstract: A communication converter is described for converting among speech signals and textual information, permitting communication between telephone users and textual instant communications users.

Abstract: In an embodiment, a system maintains a database of a plurality of persons. The database includes an audio clip of a pronunciation of a name of a first person in the database. The system determines from a calendar database that a second person has an event in common with the first person, and transmits to a device associated with the second person an indication that the database includes the pronunciation of the name of the first person.

Abstract: An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.

Abstract: Each user of a telecommunications system may speak and record their own name, in their own voice, and a recording of their spoken name may subsequently be accessed by or delivered to other users of the system, thereby facilitating communication between users by enabling users to better know how to pronounce the names of other users. A user may listen to the recorded spoken name of another user before placing a call to another user. When a user joins a conference call, their spoken name may be announced to other users (attendees) already in the call. A user joining a conference call may listen to the recorded spoken names of attendees in the call. A button on users' phones may invoke these features.

Abstract: A method of defining a voice browser for browsing a plurality of voice sites, at least some of the voice sites having different telephone numbers, the voice sites being configured to be accessed by telephone, is provided including storing information relating to voice sites visited by a voice user; and providing forward and back functions, comprising transferring a user from one voice site to another, in response to commands by the user. Computer program code and systems are also provided.

Abstract: According to one embodiment, a method may include providing a representation of each of a plurality of nodes of an information technology (IT) environment to a plurality of administrators responsible for maintaining the IT environment. A plurality of scores for each of two or more of the plurality of nodes may be received. Each score may provide an assessment of a respective node of the plurality of nodes. One or more display characteristics may be determined for each node for which one or more scores was received. The display characteristics may comprise a size of a respective node that is based on the scores received for the respective node. The display characteristics may be provided to at least one administrator of the plurality of administrators responsible for maintaining the IT environment.

Abstract: A method and a processing device for managing an interactive speech recognition system is provided. Whether a voice input relates to expected input, at least partially, of any one of a group of menus different from a current menu is determined. If the voice input relates to the expected input, at least partially, of any one of the group of menus different from the current menu, skipping to the one of the group of menus is performed. The group of menus is different from the current menu include menus at multiple hierarchical levels.

Abstract: Novel tools and techniques that provide enhanced wireline services at one or more known wireline locations. In some cases, these tools and techniques involve determining that a subscriber is at one or more of the known wireline locations based on a detected location of the subscriber's wireless device (e.g., wireless phone, portable computer, etc.). Once the subscriber's presence at that wireline location has been detected, enhanced services can be provided to a wireline telephone at that location.

Abstract: A method for dual channel monitoring on a radio device as provided enables efficient use of communication network resources. The method includes receiving at the radio device a first speech signal over a first channel, while simultaneously receiving at the radio device a second speech signal over a second channel. The first speech signal is then processed at the radio device to generate a text transcription of the first speech signal, and the text transcription of the first speech signal is displayed on a display screen of the radio device. An audible voice signal is then produced from a speaker that is operatively connected to the radio device simultaneously with displaying the text transcription of the first speech signal.

Abstract: A modular interactive voice recognition (“IVR”) overlay system and a method of processing calls. The system provides an application server, a plurality of agent workstations and a gaphical user interface (“GUI”) to allow a hybrid approach to processing calls using an automated IVR and live agents. The system and method allow a single agent to process multiple calls simultaneously and is compatible with existing IVR systems and can be implemented as an add-on to existing IVR systems.

Abstract: Methods, systems, and computer programs encoded on a computer storage medium for real-time acoustic adaptation using stability measures are disclosed. The methods include the actions of receiving a transcription of a first portion of a speech session, wherein the transcription of the first portion of the speech session is generated using a speaker adaptation profile. The actions further include receiving a stability measure for a segment of the transcription and determining that the stability measure for the segment satisfies a threshold. Additionally, the actions include triggering an update of the speaker adaptation profile using the segment, or using a portion of speech data that corresponds to the segment. And the actions include receiving a transcription of a second portion of the speech session, wherein the transcription of the second portion of the speech session is generated using the updated speaker adaptation profile.

Abstract: A computer-implemented system and method for providing recommendations for hiring agents within a call center environment is provided. A list of candidates for hire as agents within a call center is maintained. A voice recording from each of the candidates is analyzed by measuring voice characteristics within the voice recording and by calculating a score for the voice recording based on the measured voice characteristics. A threshold is applied to the voice recording score. One or more of the candidates on the list of candidates for hire is retained when the voice recording score for that candidate satisfies the threshold. One or more of the candidates from the list is removed when the voice recording score for that candidate fails to satisfy the threshold.

Abstract: Systems and methods of handling customer contacts at a customer care system that streamline the handling of such customer contacts based on information about previous contacts received from the same customers. The system includes a repeat contact engine, which is connectable to at least one data/communications network. The repeat contact engine includes a controller, at least one database communicably connected to the controller, and a data extractor communicably connected between the data/communications network and the database. The controller includes a server, a rule processor communicably connected to the server, and a policy engine associated with the rule processor. Based on information about at least one previous contact, the system can derive a rule that, in response to its application, would cause a predetermined response, representative of the predicted purpose of an incoming contact, to be provided over a corresponding channel through the data/communications network.

Abstract: Systems and methods for cloud voicemail and two way communication. In some embodiments a method for providing answering service via an answering device comprises associating an answering service for a telephone number of a user with the answering device; enabling the answering device to receive at least one call targeted to the telephone number originating from a caller device; starting a call secession between the caller device and the answering device; responding to the call by sending to the caller device through the call session an answering message; detecting information related to an alternative communication channel different from the call session; and sending or receiving information via the alternative communication channel.

Abstract: A customer portal of an intelligent automated agent for a contact center is provided. The customer portal is configured to run on a processor coupled to a non-transitory storage device. The customer portal includes a customer profile module configured to access a profile for a customer from a customer profile database stored on the storage device, and a customer emotion and mood detection module configured to detect emotions and moods of the customer during an interaction between the customer and the contact center. The intelligent automated agent is configured to run on the processor, take part in the interaction between the customer and the contact center, adjust its behavior in the interaction by factoring in the accessed profile for the customer and the detected emotions and moods of the customer during the interaction, and update the accessed profile on the storage device to reflect the interaction.

Abstract: A system for a contact center includes: a processor; an interactive voice response (IVR) node configured to engage in an incoming interaction from a customer to the contact center by presenting set scripts to the customer and receiving corresponding responses; an intelligent automated agent including an artificial intelligence engine; a call server node configured to route the interaction and the responses to one of a pool of live agents or to the automated agent; and a non-transitory storage device coupled to the processor and configured to store customer profile data built from previous interactions. The automated agent is further configured to retrieve a profile of the customer from the customer profile data during the interaction and to update the retrieved profile on the storage device to reflect the interaction. The artificial intelligence engine is configured to learn knowledge from the interaction and to apply the learned knowledge to future interactions.

Abstract: An intelligent virtual service agent implemented on a computer platform with a processor and a memory is assigned a responsibility to automatically interact with different users via different mediums across a communication network when a predetermined characteristic of content provided by the users is identified. Content provided by a user is received over the communication network. The content provided by the user is analyzed to determine whether the content provided by the user possesses the predetermined characteristic. A determined is made, based on the analyzing, that the content possesses the predetermined characteristic. The intelligent virtual service agent is assigned to automatically interact with the user based on determining that the content possesses the predetermined characteristic.

Abstract: A customizable interactive voice response system and method. The customizable interactive voice response system and method can include a menu presented after a phone number associated with an interactive voice response (IVR) system is dialed; an introductory message; a prompt for a personal identification number (PIN); a communication link that transmits and receives data associated with the PIN between the IVR and a remotely located server after a successful PIN entry; and a customized experience presented after the IVR receives data associated with the PIN.

Abstract: A computer-implemented system and method for matching agents with callers within a call center environment is provided. A database of traits for agents within a call center is maintained. A call is received into the call center and a voice recording is obtained from a caller during the call. The voice recording from the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. The caller traits are compared with the traits for the agents. One or more of the agents similar to the user are identified based on the trait comparison. One of the similar agents is selected and the call is transferred to the selected agent.

Abstract: A system and method for facilitating user interaction with a voice application. A VoiceXML browser runs locally on a mobile device. Supporting components, such as a Resource Manager, a Call Data Manager, and a MRCP Gateway Client support operation of the VoiceXML browser. The Resource Manager servers either those files stored locally on the mobile device, or files accessible via a network connection using the wireless or mobile broadband capabilities of the mobile device. The Call Data Manager communicates call-specific data back to the application's system of origin or another configured target system. The MRCP Gateway Client provides the VoiceXML browser with access to media resources via a MRCP Gateway Client.

Abstract: A system and method for the automated monitoring of inmate telephone calls as well as multi-modal search, retrieval and playback capabilities for said calls. A general term for such capabilities is multi-modal audio mining. The invention is designed to provide an efficient means for organizations such as correctional facilities to identify and monitor the contents of telephone conversations and to provide evidence of possible inappropriate conduct and/or criminal activity of inmates by analyzing monitored telephone conversations for events, including, but not limited to, the addition of third parties, the discussion of particular topics, and the mention of certain entities.

Abstract: A service level controlling system for a contact center is provided. The service level controlling system includes a monitoring module for monitoring predetermined operation statistics, such as call traffic, in the contact center. The service level controlling system further includes a publishing module for publishing pre-configured solutions to each of agents in the contact center based upon at least one of the monitored predetermined operation statistics falling outside a predetermined range. The service level controlling system further includes a controlling module for automatically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents.

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 method of accessing voice services through a personal computing system can include receiving, in the personal computing system, a telephone call from a user registered with the personal computing system, wherein the user is remotely located from the personal computing system, receiving a user spoken utterance over the telephone call, and speech recognizing the user spoken utterance to determine a request for a voice service. The method further can include formatting an electronic message according to the request for a voice service and sending the electronic message over a communications network to a remote computing system in accordance with the request for a voice service. Also, the method can include processing and formatting a response received from the remote computing system and playing back audio to the user over the telephone call.

Abstract: In an interactive voice response system, a method is provided for selective enhancement of voice recognition capability during an interaction. The method includes the acts (a) taking a call and prompting for a voice response from the caller, (b) failing to recognize the response, (c) executing a routine to detect and isolate the captured word or phrase in the response, and (d) attempting to recognize the response a second time.

Abstract: A method for accessing and interacting with an interactive telecommunications service system according to one embodiment can include activating a programming mode, and entering a plurality of keystrokes to create a keyed sequence where the keyed sequence can include a telephone number and a menu response sequence. The menu response sequence can control the menu driven portion of the telecom service system after the device is connected via a telecommunications network. The keyed sequence can include delays between each of the plurality of keystrokes. The delays can be recorded and a session identifier can also be recorded. The keyed sequence can be associated with the delays and the session identifier in response to the activated programming mode. Access to the service and results from a service request can be automated.

Abstract: Embodiments of the present invention provide a method, system and computer program product for the automated voice enablement of a Web page. In an embodiment of the invention, a method for voice enabling a Web page can include selecting an input field of a Web page for speech input, generating a speech grammar for the input field based upon terms in a core attribute of the input field, receiving speech input for the input field, posting the received speech input and the grammar to an automatic speech recognition (ASR) engine and inserting a textual equivalent to the speech input provided by the ASR engine into a document object model (DOM) for the Web page.