Abstract: A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data. In one or more embodiments, electronic customer communication data may be one or more of electronic-mail data, web content data, text message data, voice over IP data, online forum data, social media data, update status, media feed, social media review, social media data stream. In other embodiments, electronic customer communication data may include data received during a customer communication with a graphical user interface for the contact center.

Abstract: A portable terminal apparatus is configured to obtain provided information including character data from an information distribution server apparatus, transmit partial data, which is a portion of the character data, to a voice synthesizing server apparatus, and obtain voice data obtained by converting the partial data into voice from the voice synthesizing server apparatus, and when a predetermined notification is received from a vehicle-mounted apparatus, a command is given to cause the vehicle-mounted apparatus to display the provided information corresponding to the voice data, and the vehicle-mounted apparatus displays information given by the portable terminal apparatus, plays the voice data, and when selection operation performed by a user is received, the portable terminal apparatus is notified that the selection operation has been performed.

Abstract: A vehicular apparatus includes a communication portion and a vehicular display portion to communicate with a mobile phone having a touch panel. The vehicular apparatus acquires pixel information about a screen of the touch panel and displays the pixel information on the vehicular display portion. When a user performs a press manipulation onto the vehicular display portion, the vehicular apparatus transmits a signal indicating a manipulation target area to the mobile phone via the communication portion. The vehicular apparatus performs changeover to handsfree phone call when detecting that the mobile phone enters a phone call state within a specified time since detection of the press manipulation onto the vehicular display portion.

Abstract: A method for allowing a calling party to leave a message for a called party. The method comprises: receiving a command provided by the calling party and indicative of a desire of the calling party to leave a message for the called party; obtaining message destination information associated with the called party; receiving a voice message provided by the calling party; generating an electronic message representative of the voice message; and causing transmission of the electronic message based on the message destination information. An apparatus for implementing the method is also provided.

Abstract: Disclosed is a messaging system that provides additional information to a user device after determining the content of at least some of a message. The messaging system includes a speech to X conversion module which retrieves the additional information based on the content. An input-output module then transmits the message and the additional information to the user device.

Abstract: A system, method and program product for providing a voice response unit (VRU) proxy. A system is provided that includes: a graphical user interface (GUI) for dynamically displaying information from a VRU and for receiving data from a user; a system for initiating a call with the VRU; and a VRU interface system for transmitting data from the user to the VRU, and for using speech recognition to capture broadcasts from the VRU for display within the GUI.

Abstract: A device that enable users to send and receive a message in different formats may include a text message gateway, an audio message gateway, and a processor. The text message gateway may include a Short Message Service (SMS) gateway. The audio message gateway may include an Interactive Voice Response (IVR) unit and/or a client application interface that receives audio from a client application of a mobile communications device. The processor may be configured to convert text messages received at the text-message gateway into audio messages and then to send the audio messages via the audio message gateway. The processor may also be configured to convert audio messages received at the audio message gateway into text messages and then to send the text messages via the text message gateway.

Abstract: A method and apparatus of processing a customer call is disclosed. The customer call may be initiated for an interactive voice response (IVR) type call system. One example method may include processing an interactive voice response (IVR) customer call. The method may include receiving customer call input to IVR call menu prompts, evaluating customer call interactions with the IVR call menu prompts, and calculating at least one usability score of the customer's interactions with the IVR call menu prompts. The method may also include displaying the results of the at least one usability scores on a user interface.

Abstract: A personal interactive voice response service node includes a memory that stores executable instructions, and a processor that executes the executable instructions. The personal interactive voice response service node accepts personalized instructions to define interactive voice response service node prompts on behalf of an individual assigned a communications address serviced by the personal interactive voice response service node. The personal interactive voice response service node accepts personalized instructions to define actions to take in response to selections of corresponding interactive voice response service node prompts. When executed by the processor, the executable instructions cause the personal interactive voice response service node to identify a selection of an interactive voice response service node prompt and execute an action associated with the selection identified.

Abstract: The present invention provides a system for recording an interaction including, a telephone call between a caller and a digital processing system placed over an interjurisdictional boundary, and may include a telephone call placed to at least one called recipient. For example, a caller may place a telephone call over an interjurisdictional boundary to a remote computer server. The server may use an interactive voice response (IVR) unit to obtain caller identification information, provide recording identification information to the caller, and receive authorization from the caller to record an interaction between the caller and a call recipient. The server can also obtain testamentary intent information. A telephone call may then be placed by the server to the recipient, and a two-party digital voice recording can be made on the remote server of a three-way telephone call, in which the server is one of the parties.

Abstract: Techniques for providing speech output for speech-enabled applications. A synthesis system receives from a speech-enabled application a text input including a text transcription of a desired speech output. The synthesis system selects one or more audio recordings corresponding to one or more portions of the text input. In one aspect, the synthesis system selects from audio recordings provided by a developer of the speech-enabled application. In another aspect, the synthesis system selects an audio recording of a speaker speaking a plurality of words. The synthesis system forms a speech output including the one or more selected audio recordings and provides the speech output for the speech-enabled application.

Abstract: A telecommunication and multimedia management apparatus and method that supports voice and other media communications and that enables users to: (i) participate in multiple conversation modes, including live phone calls, conference calls, instant voice messaging or tactical communications; (ii) review the messages of conversations in either a live mode or a time-shifted mode and to seamlessly transition back and forth between the two modes; (iii) participate in multiple conversations either concurrently or simultaneously; (iv) archive the messages of conversations for later review or processing; and (v) persistently store media either created or received on the communication devices of users. The latter feature enables users to generate or review media when either disconnected from the network or network conditions are poor and to optimize the delivery of media over the network based on network conditions and the intention of the users participating in conversations.

Abstract: A unified messaging system which can provide messaging services for a plurality of different “message types” is disclosed. The unified messaging system can serve as a single interface to a number of messaging services provided by various messaging components which use different message types (e.g., mail server). A unified message type is implemented and presented to a user as an abstract message. In addition, the unified messaging system can automatically determine, based on a first selected feature, if one or more message types should be used. A particular message type can also be automatically selected as a “best message type” based on one or more selected options.

Abstract: Described is a system and method for processing a voice mail. The method comprises receiving a voice mail, converting the voice mail into a text message using a predefined speech-to-text conversion algorithm and transmitting the text message to a wireless computing device.

Abstract: An architecture and method of voicemail based on session initiated protocol presence and location information of a callee is disclosed. A method of providing voicemail includes determining a location and a presence of a callee, and playing a customized voicemail greeting to a caller based on preferences defined by the callee and also based on at least one of the location and the presence.

Abstract: A method for execution by a network entity to allow a calling party to leave a message for a called party, the calling party using a communication device to call the called party, the network entity being connected to the communication device via a communications network. The method may comprise: consulting at least one source of information in an attempt to obtain message destination information associated with the called party; if the attempt is successful, providing an opportunity for the calling party to leave a message for the called party; receiving a voice message provided by the calling party via the communication device; generating an electronic message representative of the voice message provided by the calling party; and causing transmission of the electronic message based on the message destination information. An apparatus for implementing the method is also provided.

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: Techniques for automatically providing updated meeting information are provided. The techniques include facilitating receipt of a message pertaining to a meeting, automatically interpreting the message to determine if the message requires that meeting information be changed, automatically updating the meeting information if a change is required from the message, and automatically sending a message to each meeting participant informing each participant of the updated meeting information.

Abstract: Systems and methods for updating electronic calendar information. Speech is received from a user at a vehicle telematics unit (VTU), wherein the speech is representative of information related to a particular vehicle trip. The received speech is recorded in the VTU as a voice memo, and data associated with the voice memo is communicated from the VTU to a computer running a calendaring application. The data is associated with a field of the calendaring application, and stored in association with the calendaring application field.

Abstract: In a method for use in Interactive Voice Response (IVR) systems, an IVR is configured such that voice prompts provided to a caller vary systematically and caller hang-up activity is attributed to the particular version of a prompt played to the caller. Voice prompt modifications are chosen based on how long the caller willingly listens to the voice prompt. A relatively short time listening to a prompt before hang-up, indicates dissatisfaction with that prompt. The system compares caller hang-up rates for each of the phrases in a prompt and chooses the optimum solution, which is the variant of the prompt with the longest caller listening time. Optionally, the system compares hang up rates to a threshold and contingent on that comparison chooses an alternative version of the prompt.

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: An architecture and method of voicemail based on session initiated protocol presence and location information of a callee is disclosed. A method of providing voicemail includes determining a location and a presence of a callee, and playing a customized voicemail greeting to a caller based on preferences defined by the callee and also based on at least one of the location and the presence.

Abstract: Systems and methods are provided for contact channel redirection to improve agent routing/assignment efficiency and customer experience. For example, the system may redirect a customer, waiting in a queue for an agent for telephonic communications, to a chat agent for online chat.

Abstract: Apparatus and method to allow retrieval of voice messages deleted from the voice message memory of a voice messaging system. A voice messaging system such as a telephone answering device includes a deleted voice message memory for storing voice messages deleted from the voice message memory. The deleted voice messages stored in the deleted voice message memory are retrievable by the user for review subject to rules for permanent deletion of the deleted voice messages (e.g., after a period of time, when the deleted voice message memory approaches capacity, periodically, etc.).

Abstract: A portable electronic device is provided. The portable electronic device comprises a processor, a memory, and a capturing application stored in the memory that, when executed on the portable electronic device, monitors a first voice telephone call with a first transmitting device. The portable electronic device also comprises records a telephone number spoken during the first voice telephone call. The portable electronic device also comprises sends a first message to the first transmitting device, the first message containing the telephone number and requesting confirmation of the telephone number. The portable electronic device comprises receives a second message from the first transmitting device, the second message confirming the telephone number.

Abstract: The present invention proposes a system and a method to enable an IVR mashup interface to ease the selection of services over a communication device and enhances the caller experience by ways of personalizing the call and making effective use of the call hold time. The said system and method as implemented by the mashup server automatically connects the caller to the most immediate service offering service provider after simultaneously placing of the call to various service providers. In the mean time, the mashup server simultaneously calculates the wait time to get connected to service provider after a call is made to mashup service and relays appropriate promotional content to the caller based on such wait time and the profile of the user. Further the system and method as proposed is capable of representing a user and transact on behalf of the user by talking to the live agents or interacting with the automated IVR systems representing the service providers.

Abstract: A voice-enabled web portal system includes a web portal server and a call manager software module. The web portal server is operable to download data according to parameters of a web portal. The call manager software module is operable to accept a voice query from a user via telephone, to retrieve a portion of the downloaded data in response to the voice query, and to provide the portion of downloaded data to the user via telephone. A method of providing information from a web portal includes downloading data via a web portal according to parameters of the web portal at a predetermined time interval, filtering the downloaded data to produce portal information, and selectively providing portions of the portal information in response to a voice query.

Abstract: Embodiments of the present invention provide a method for voice approval, where the method includes: receiving voice approval request information sent by an enterprise application server; establishing a voice communication connection with the terminal according to the contact information of the approver terminal; sending approval content audio information corresponding to the voice approval request information to the approver terminal; receiving feedback information, and obtaining approval result information according to the feedback information; and sending the approval result information to the enterprise application server. Embodiments of the present invention also provide a device and system for voice approval. In the embodiments of the present invention, the enterprise application server and the enterprise gateway are combined and improved to enable an approver to approve, in voice mode, an approval request raised by an applicant, thereby increasing the approval efficiency.

Abstract: A communication device for rendering one or more conversations. The communication device includes a receiver configured to receive media over a network and an encoder configured to encode media created using the communication device, where the received and encoded media are associated with the one or more conversations. A storage or memory element stores on the device both the received media and the encoded media. A conversation control element is provided for selecting one of the one or more conversations as current and for controlling the rendering of the media of the selected conversation.

Abstract: Methods, apparatus, and products are disclosed for providing expressive user interaction with a multimodal application, the multimodal application operating in a multimodal browser on a multimodal device supporting multiple modes of user interaction including a voice mode and one or more non-voice modes, the multimodal application operatively coupled to a speech engine through a VoiceXML interpreter, including: receiving, by the multimodal browser, user input from a user through a particular mode of user interaction; determining, by the multimodal browser, user output for the user in dependence upon the user input; determining, by the multimodal browser, a style for the user output in dependence upon the user input, the style specifying expressive output characteristics for at least one other mode of user interaction; and rendering, by the multimodal browser, the user output in dependence upon the style.

Abstract: The present invention is directed to a method for rendering one or more conversations on a first communication device. The method includes receiving over a network and storing at the first communication device media associated with the one or more conversations. The method further includes selecting on the first communication device one of the one or more conversations as current and rendering the media associated with the selected current conversation. The rendering of the media of the currently selected conversation may be performed in either a near real-time mode where the media is progressively rendered as it is received or in a time shifted mode where the media is rendered at a time after it was received. The method also includes creating media on the first communication device associated with the selected current conversation and transmitting the created media over the network to one or more remote communication devices associated with the selected current conversation.

Abstract: Implementations described and claimed herein provide a method comprising generating a plurality of prompts, each of the plurality of prompts related to one of a plurality of elements, generating an indexed prompt file (IPF) comprising one or more of the plurality of prompts and index information about the one or more of the plurality of prompts, and generating an IPF map file relating one or more of the elements to one or more of the plurality of prompts using the index information. The method further comprises mapping a target phone number to the one or more of the plurality of elements, the target phone number being associated with a target on a target list, generating a call to the target phone number, and playing the one or more of the plurality of prompts based on the index information.

Abstract: A system and method for selecting audio contents by using the speech recognition to obtain a textual phrase from a series of audio contents are provided. The system includes an output module outputting the audio contents, an input module receiving a speech input from a user, a buffer temporarily storing the audio contents within a desired period and the speech input, and a recognizing module performing a speech recognition between the audio contents within the desired period and the speech input to generate an audio phrase and the corresponding textual phrase matching with the speech input.

Abstract: A telecommunication and multimedia management apparatus and method that supports voice and other media communications and that enables users to: (i) participate in multiple conversation modes, including live phone calls, conference calls, instant voice messaging or tactical communications; (ii) review the messages of conversations in either a live mode or a time-shifted mode and to seamlessly transition back and forth between the two modes; (iii) participate in multiple conversations either concurrently or simultaneously; (iv) archive the messages of conversations for later review or processing; and (v) persistently store media either created or received on the communication devices of users. The latter feature enables users to generate or review media when either disconnected from the network or network conditions are poor and to optimize the delivery of media over the network based on network conditions and the intention of the users participating in conversations.

Abstract: A telecommunication and multimedia management apparatus and method that supports voice and other media communications and that enables users to: (i) participate in multiple conversation modes, including live phone calls, conference calls, instant voice messaging or tactical communications; (ii) review the messages of conversations in either a live mode or a time-shifted mode and to seamlessly transition back and forth between the two modes; (iii) participate in multiple conversations either concurrently or simultaneously; (iv) archive the messages of conversations for later review or processing; and (v) persistently store media either created or received on the communication devices of users. The latter feature enables users to generate or review media when either disconnected from the network or network conditions are poor and to optimize the delivery of media over the network based on network conditions and the intention of the users participating in conversations.

Abstract: A computer implemented method and system is provided for exchanging voice messages between a sender and a recipient. A client component that allows the sender to create, address, and render the voice messages to the recipient using a graphical user interface is provided. A messaging server that enables interaction between the sender and the recipient is also provided. The sender records one or more voice messages and addresses the recorded voice messages on the client component by entering a recipient address or an arbitrary address. The client component transmits the recorded voice messages, the recipient address or the arbitrary address, and a client identifier to the messaging server. The messaging server resolves a recipient delivery address based on the arbitrary address. The messaging server transmits a delivery message comprising the recorded voice messages to the resolved recipient delivery address. The recipient responds to the recorded voice messages with response messages.

Abstract: A system and method of updating automatic speech recognition parameters on a mobile device are disclosed. The method comprises storing user account-specific adaptation data associated with ASR on a computing device associated with a wireless network, generating new ASR adaptation parameters based on transmitted information from the mobile device when a communication channel between the computing device and the mobile device becomes available and transmitting the new ASR adaptation data to the mobile device when a communication channel between the computing device and the mobile device becomes available. The new ASR adaptation data on the mobile device more accurately recognizes user utterances.

Abstract: A telecommunication and multimedia management apparatus and method that supports voice and other media communications and that enables users to: (i) participate in multiple conversation modes, including live phone calls, conference calls, instant voice messaging or tactical communications; (ii) review the messages of conversations in either a live mode or a time-shifted mode and to seamlessly transition back and forth between the two modes; (iii) participate in multiple conversations either concurrently or simultaneously; (iv) archive the messages of conversations for later review or processing; and (v) persistently store media either created or received on the communication devices of users. The latter feature enables users to generate or review media when either disconnected from the network or network conditions are poor and to optimize the delivery of media over the network based on network conditions and the intention of the users participating in conversations.

Abstract: Systems and methods for the matching of datasets, such as input audio segments, with known datasets in a database are disclosed. In an illustrative embodiment, the use of the presently disclosed systems and methods is described in conjunction with recognizing known network message recordings encountered during an outbound telephone call. The methodologies include creation of a ternary fingerprint bitmap to make the comparison process more efficient. Also disclosed are automated methodologies for creating the database of known datasets from a larger collection of datasets.

Abstract: A method can include detecting an incoming voice mail message and accessing information associated with the incoming voice mail message. The information associated with the incoming voice message may then be compared with some other information, which may comprise one or more of these attributes associated with each message: a caller ID; a time stamp; a user extension; a message length; a caller identification; message content; and whether a user has tagged each message as spam.

Abstract: A method for providing customized interactive voice response menus can include monitoring user interactions with an interactive voice response system. Data concerning the user interactions can be stored. A request to initiate an interactive voice response session can be received. The interactive voice response system can determine an identity for a user making the request. The interactive voice response system can generate a customized menu for the user. At least a portion of the customized menu can be based upon the usage data. The customized menu can be presented to the user.

Abstract: A conferencing system enables conference participants to control external party access to an ongoing conference call by providing a conference server that includes a conference client operable to manage a conference call between conference participants, an interface operable to receive an instruction during the conference call that defines a policy to control external party access to the conference call and a processor for executing the conference client to initiate the conference call and process the instruction.

Abstract: A unified messaging system which can provide messaging services for a plurality of different “message types” is disclosed. The unified messaging system can serve as a single interface to a number of messaging services provided by various messaging components which use different message types (e.g., mail server). A unified message type is implemented and presented to a user as an abstract message. In addition, the unified messaging system can automatically determine, based on a first selected feature, if one or more message types should be used. A particular message type can also be automatically selected as a “best message type” based on one or more selected options.

Abstract: The present invention provides a system for recording an interaction including, a telephone call between a caller and a digital processing system placed over an interjurisdictional boundary, and may include a telephone call placed to at least one called recipient. For example, a caller may place a telephone call over an interjurisdictional boundary to a remote computer server. The server may use an interactive voice response (IVR) unit to obtain caller identification information, provide recording identification information to the caller, and receive authorization from the caller to record an interaction between the caller and a call recipient. The server can also obtain testamentary intent information. A telephone call may then be placed by the server to the recipient, and a two-party digital voice recording can be made on the remote server of a three-way telephone call, in which the server is one of the parties.

Abstract: A method of associating a voice font with a contact for text-to-speech conversion at an electronic device includes obtaining, at the electronic device, the voice font for the contact, and storing the voice font in association with a contact data record stored in a contacts database at the electronic device. The contact data record includes contact data for the contact.

Abstract: Some example embodiments include a method of dynamically publishing directory information for a plurality of interactive voice response (‘IVR’) systems. The method includes receiving, by the IVR directory service on behalf of one of the IVR systems, a web services update request. The method includes determining, by the IVR directory service in response to the web services update request, updated directory information for the IVR system. The method includes updating the IVR system directory with the updated directory information for the IVR system. The method includes generating an updated voice mode user interface to reflect the updated IVR system directory with the updated directory information for the IVR system. The generating includes creating one more voice dialogs in accordance with the directory information, the one or more voice dialogs specifying a call flow defining the interaction between a caller and the IVR directory service.

Abstract: A method of automatic speech recognition includes receiving an utterance from a user via a microphone that converts the utterance into a speech signal, pre-processing the speech signal using a processor to extract acoustic data from the received speech signal, and identifying at least one user-specific characteristic in response to the extracted acoustic data. The method also includes determining a user-specific confidence threshold responsive to the at least one user-specific characteristic, and using the user-specific confidence threshold to recognize the utterance received from the user and/or to assess confusability of the utterance with stored vocabulary.

Abstract: Methods of adding data identifiers and speech/voice recognition functionality are disclosed. A telnet client runs one or more scripts that add data identifiers to data fields in a telnet session. The input data is inserted in the corresponding fields based on data identifiers. Scripts run only on the telnet client without modifications to the server applications. Further disclosed are methods for providing speech recognition and voice functionality to telnet clients. Portions of input data are converted to voice and played to the user. A user also may provide input to certain fields of the telnet session by using his voice. Scripts running on the telnet client convert the user's voice into text and is inserted to corresponding fields.

Abstract: Disclosed are a mobile communication terminal provided with a hands-free function and a controlling method thereof comprising the steps of: setting a hands-free function of a mobile communication terminal; certifying whether an originating call command or a calling request message are received; searching information of a calling party inputted by a user's voice or an arbitrary originating party's information from a mounted telephone directory; and guiding the searched calling party's information by voice and then connecting a calling. According to this, the user can originate or receive a calling by using a voice recognition function and the hands-free function of the terminal without his hands' using even while driving.

Abstract: With interactive voice response services, it can be frustrating for a user to become stuck in a dialogue where the same question is asked repetitively. Here the wording of questions used by the system are varied throughout the dialogue depending upon how many times a user has visited a particular dialogue state during the call history. Furthermore the wording of the question is also varied in dependence upon the way in which the question was asked the last time the user was in a particular dialogue state.