Abstract: A system and method for centralized multichannel campaign management using digital consent acquisition, comprising: a campaign manager console, configured to allow an enterprise, such as a contact center, to create, configure, monitor, and deploy outbound call campaigns; a list manager configured to store, retrieve, create, and transform lists of numbers which can be used in the call campaign; a digital consent manager configured integrate with a plurality of digital channels in order to transmit to and receive messages from a consumer device in order to obtain consumer consent for a telephone call prior to a call being made by one or more auto-dialer systems; and a consumer device comprising a software application configured to connect with the digital consent manager via one or more integrated digital channels to so that the user of the consumer device can provide consent for a call to be received.

Abstract: A method of associating user identity with an autonomous agent embodied on a blockchain stored in a blockchain network, the method comprising the following steps: a user engaging in a user authentication process to obtain a set of one or more verified identity attributes of the user; computing an identity hash, by applying a hash function to input data comprising the set of verified identity attributes; and sending to the blockchain network a data package comprising the identity hash and an identifier of the autonomous agent; wherein the autonomous agent is embodied on the blockchain as program code and at least one associated state register for storing associated program state, and wherein the data package causes at least a portion of the autonomous agent's program code to be executed on a node of the blockchain network, which upon execution stores the identity hash in the at least one state register of the autonomous agent.

Abstract: A remote control device includes a digital audio storage device, a talk button, and an optical distance measurer. The digital audio storage device is configured to continually record an audio input for a specific amount of time. The talk button is coupled to the digital audio storage device and is configured to initiate a transmission of the audio input to a set-top box device. The optical distance measurer is coupled to the talk button and is configured to automatically measure a distance to a user in response to the talk button being pressed.

Abstract: Two devices can be connected for communication by a wireless connection, where those devices will function as master and slave devices with respect to that connection. A slave device to a connection can perform changes to the connection on behalf of an application, subsystem, or other such source on either the slave device or a master device. These changes can include changes to connection parameter values, or can include state changes such as to perform a disconnect action. Enabling the slave device to perform these actions can help to bypass any restrictions that would otherwise prevent these actions being performed from a master device to the connection.

Abstract: A method and system for protecting user privacy in audio content is disclosed. An audio content including private information related to at least one user is received. The audio content is segmented to generate a plurality of audio blocks. Each audio block is associated with a sequence number based on a respective chronological position in the audio content. A random key of predefined length is generated for each audio block. The plurality of audio blocks are randomly distributed to a plurality of agents for audio-to-text transcription. The random distribution is configured to scramble a data context for protecting the user privacy of the at least one user during the audio-to-text transcription. A textual transcript corresponding to the audio content is generated based on the audio-to-text transcription, the sequence number and the random key generated for each audio block.

Abstract: A method and apparatus are provided for presenting multimedia content to a caller and/or a called party in association with a telephone call. Content may be presented pre-ring (before the called party's telephone rings), in-call, and/or post-call. Content presented to a party may be related to another party participating in the call or may be related to a third party (e.g., an advertiser that paid for the ability to have its content presented). Presented content may be actuable, to allow a caller to change the destination of a call, take advantage of an offer presented to him or her, redeem a coupon, schedule or queue a subsequent call, etc. To find a desired destination party, a caller may initiate a manual or automatic search of his or her local contacts (on his telephone) and/or a central or global directory or contact list.

Abstract: A computerized-method for maximizing capacity of an agent in a contact center by omni session handling is provided herein. The computerized-method may retrieve one or more interactions from a Customer Relations Management (CRM) database based on a requirement for an outreach to be stored in a queue of proactive contacts. The computer-implemented method may further allocate a queue of one or more interactions out of the retrieved one or more interactions to an agent or to a team of agents and then present the agent or an agent in the team of agents with a digital preview of an interaction from the queue of one or more interactions for consideration via a display unit, while the agent is handling one or more interactions. The computer-implemented method may further receive from the agent a decision upon review of the presented digital preview of the interaction.

Abstract: A system herein provides automated call-back of customers who have terminated an inbound call by exercising a call-back option of an interactive voice response unit or by abandoning the inbound call, using predictive modeling of caller value to prioritize call-backs. The call management system monitors the inbound customer call and detects any termination of the customer call. A call-back module opens a call-back record for the terminated customer call and associates that call-back record with an identified customer. The call-back module retrieves customer demographic data and other data associated with the identified customer. A predictive module determines a value prediction signal for the identified customer by modeling purchase and lapse behaviors and classifies each identified customer for either priority call-back or subordinate call-back treatment.

Abstract: Determining a group of participants for a collaborative messaging session includes receiving a user message containing a request for information, determining one or more keywords associated with the user message, and determining a group for the collaborative messaging session. A queue length for the group is determined, and one or more candidates is determined based on the one or more candidates being associated with the one or more keywords in which a number of the one or more candidates based upon the queue length. An invitation is transmitted to each candidate to join the collaborative messaging session.

Abstract: A system and method for mobile device active callback integration, utilizing a callback integration engine operating on a user's mobile device that present a callback token for integration through the operating system and software applications operating on the device, wherein interacting with the callback token produces a callback object used to execute a callback incorporating device hardware, context, scheduling, and trust information.

Abstract: An enhanced abandoned call recovery (“E-ACR”) process allows certain abandoned calls to be eligible for a callback call. An E-ACR assignment point defines which abandoned calls in an inbound campaign or interactive voice response (“IVR”) menu are eligible to be processed to determine whether the E-ACR callback should occur. The determination of whether a callback occurs involves various compliance tests, such as ensuring calling window, call attempts, and other regulatory concerns are addressed. Once a callback is determined to occur, it is associated with a specific campaign to ensure the called party is provided with agents having the skill set as defined for that assignment point. In this manner, only eligible callers receive an E-ACR callback, and further receive the callback in a compliant manner and handled by the same skill set of agents as would have been allocated to the caller had they not abandoned their call.

Abstract: A computerized-method for maximizing capacity of an agent in a contact center by omni session handling is provided herein. The computerized-method may retrieve one or more interactions from a Customer Relations Management (CRM) database based on a requirement for an outreach to be stored in a queue of proactive contacts. The computer-implemented method may further allocate a queue of one or more interactions out of the retrieved one or more interactions to an agent or to a team of agents and then present the agent or an agent in the team of agents with a digital preview of an interaction from the queue of one or more interactions for consideration via a display unit, while the agent is handling one or more interactions. The computer-implemented method may further receive from the agent a decision upon review of the presented digital preview of the interaction.

Abstract: A system includes a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to receive a request for an interaction with an agent device. The processor determines a patience time threshold for the customer in response to the request for an interaction. The processor suggests to return to the interaction at a time based on the patience time threshold, and performs the return interaction by the agent device based on the determination.

Abstract: A device configured to emulate a correlithm object flip-flip logic gate comprises a memory and a logic engine. The memory stores a flip-flop logic gate truth table that comprises input logical values, a state input logical value, a set/reset input logical value, and output logical values. These logical values are represented by correlithm objects. The logic engine receives the state input and the set/reset inputs and determines an appropriate output based on a determination of Hamming distances between the inputs and the logical values in the truth table.

Abstract: A system herein provides automated call-back of customers who have terminated an inbound call by exercising a call-back option of an interactive voice response unit or by abandoning the inbound call, using predictive modeling of caller value to prioritize call-backs. The call management system monitors the inbound customer call and detects any termination of the customer call. A call-back module opens a call-back record for the terminated customer call and associates that call-back record with an identified customer. The call-back module retrieves customer demographic data and other data associated with the identified customer. A predictive module determines a value prediction signal for the identified customer by modeling purchase and lapse behaviors and classifies each identified customer for either priority call-back or subordinate call-back treatment.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for changing an interaction taking place between an agent and a party from a first channel of communication to a second channel of communication. A communication assembly comprising the interaction is linked to a first communication session currently being held between the agent and party using the first channel of communication. A second communication session to be held between the agent and party using the second channel of communication at a future time is reserved and linked to the communication assembly. The first communication session is then terminated and at the future time, a communication involving the party and using the second channel of communication is established. Accordingly, the communication is linked with the second communication session and routed to the agent so that the agent can interact with the party over the second channel of communication.

Abstract: System and method for handling a transaction between a waiting party and queuing party include an independent communication system (ICS) managing calls between the waiting party and calling party for handling sensitive data as well as call-attached data. The ICS manages the transaction in different stages and with different levels of sensitivity. Either party is allowed to modify the call or call preferences during the transaction. The ICS works independently from the queuing party calling system.

Abstract: A system herein provides automated call-back of customers who have terminated an inbound call by exercising a call-back option of an interactive voice response unit or by abandoning the inbound call, using predictive modeling of caller value to prioritize call-backs. The call management system monitors the inbound customer call and detects any termination of the customer call. A call-back module opens a call-back record for the terminated customer call and associates that call-back record with an identified customer. The call-back module retrieves customer demographic data and other data associated with the identified customer. A predictive module determines a value prediction signal for the identified customer by modeling purchase and lapse behaviors and classifies each identified customer for either priority call-back or subordinate call-back treatment.

Abstract: A control system includes a receiver configured to receive information relating to starting or ending a call between a first communications terminal and a second communications terminal while a session, which is for sending content data between the first communications terminal and the second communications terminal, is established; and a transmitter configured to send, to the first communications terminal, control information for starting output of content based on content data sent from the second communications terminal, in response to receiving the information relating to starting the call by the receiver, and to send, to the first communications terminal, the control information for stopping output of the content based on the content data sent from the second communications terminal, in response to receiving the information relating to ending the call by the receiver.

Abstract: A method for scheduling outbound communications to sales leads based, at least partly, on a model of customer behavior derived from (i) customer data gathered from a plurality of customers that initiated contact with an electronic communications interface, and (ii) time data recording for each of the customers a time or time period at which the customer interacted with the electronic communications interface. The model predicts, for one or more time periods and segments of a population, a likelihood of successfully engaging with a person from the segment of the population. The scheduling includes prioritizing the outbound communications to the sales leads during one or more defined time periods. A method of determining a preferred time to make an outbound communication to a sales lead is based, at least partly, on the model of customer behavior.

Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.

Abstract: A system for automatic authentication of service requests includes authentication of a remote access device. This authentication may be accomplished automatically prior to text or audio communication between a customer and a service agent. In some embodiments, authentication is accomplished automatically by authentication of the remote access device or accomplished by asking the customer questions. A single authentication of the remote access device may be used to authenticate a service request transferred between service agents. The authentication of the remote device may include, for example, use of a personal identification number, a fingerprint, a photograph, and/or a hardware identifier. Some embodiments include automatic call backs.

Abstract: This disclosure relates to system and methods for dynamically modifying functionality and content of a mobile application based on location criteria. User-selected application requirements including location requirement, time period requirement, and/or other information may be obtained. User-selected functionality and content information specifying application functionalities may be obtained. User information including current end user's location information may be obtained. The current end user's location information may be compared with the user-specified by the location requirement. A determination may be made whether the current end user's location information satisfies the user-selected location requirement. A current time may be compared with the user-selected time period requirement. A determination may be made whether the current time satisfies the user-selected time period requirement.

Abstract: A system, method and non-transitory computer readable medium including computer-executable instructions for handling calls. In an exemplary method of the disclosure, it may be determined whether a call should be transferred from the VSS to an agent based on, for example, agent availability or queue wait times. When it is determined to transfer the call to the agent, it may be determined whether a callback call should be offered to the caller. When it is determined to offer the callback call, one or more time blocks may be provided to which the caller can initiate the callback call to receive higher priority routing. Upon calling back into the system within one of the time blocks, the call may receive preferential routing treatment.

Abstract: Embodiments of the invention provide systems and methods for dynamically selecting a customer agent workflow for handling a customer contact in a contact center based on current contact center load. According to one embodiment, managing agent workflows in a contact center can comprise receiving a customer contact and selecting an agent from a plurality of agents to handle the customer contact. A current load of the contact center can be determined and a workflow for the selected agent to handle the customer contact can be dynamically selected from a plurality of workflows based on the determined current contact center load.

Abstract: Techniques for pairing in a contact center are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center comprising: identifying, by at least one computer processor, a plurality of contacts ordered for assignment to a plurality of agents; identifying, by the at least one computer processor, information about a first agent of the plurality of agents that becomes available for assignment; selecting, by the at least one computer processor, a first out-of-order contact from the plurality of contacts to the first agent based on the information about the first agent; and connecting, by the at least one computer processor, the selected first out-of-order contact to the first agent, wherein the plurality of contacts comprises at least one virtual contact.

Abstract: A method of transmitting voice messages using a first electronic device includes receiving a phone number of a second electronic device using an input device of the first electronic device. A voice messages of a user is recorded, and based on the voice messages, an audio file is obtained by encoding the voice messages using voice encoding methods. A communication is established between the first electronic device and the second electronic device by dialing the phone number of the second electronic device. when the communication between the first electronic device and the second electronic device is established, audio communication signals of the audio file are acquired by encoding the audio file, and the audio communication signals are inserted into an input port of a voice communication channel of the first electronic device. The audio communication signals are transmitted to the second electronic device through the voice communication channel.

Abstract: A method and apparatus for aggregating the data for a plurality of individualized programs into a single channel, and allocating the channel bandwidth as-needed for provision of short video programs on an “on demand” basis, so that the total bandwidth required to provide the individualized channels and associated video clips is substantially reduced. Also provided is a real-time, single-user-targeted individualized advertising associated with the viewer selection that personalizes the user's iTV experience. The advertisements are targeted in real-time based on an immediate interest revealed by the user in a search request for content. Short duration videos are provided so as not to over-tax the individualized “on demand” channel's limited bandwidth.

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: A system and method for handling a call made to a contact center after a prior call from the same caller was disconnected. In exemplary embodiments, a caller who was connected to an agent during the previous call may be placed in a routing path for the same agent, a caller who had provided information to the system during the previous call may not be required to provide the information again, and a caller who was in a routing path waiting for an agent may be placed ahead of other callers who have spent less time in the routing path.

Abstract: Various embodiments of the invention provide a callback text message to a party who has placed an inbound call received by a contact center. Specifically, the inbound call is received by the contact center and placed into a queue to wait for an available agent. At this point, a condition is detected such as the call remaining in the queue for at least a minimum amount of time, the call expected to remain in the queue for at least a minimum amount of time, and/or the call becoming disconnected with the contact center. Accordingly, one or more parameters associated with inbound calls received by the contact center are monitored in particular embodiments and after the condition is detected and upon the one or more parameters reaching threshold values, a text message is sent to the party recommending to the party to place a subsequent inbound call to the contact center.

Abstract: A message distribution center (MDC) and Intelligent Delivery Agent are implemented in a wireless Internet gateway interposed between content providers and a wireless carrier to subjectively examine and direct messages via SMTP based on desired rules (non-peak hours, paying subscribers only, etc.) using standard SMTP Gateway and other well-known protocols. The MDC includes an individual queue for each subscriber, and the provider is informed through conventional SMTP protocol messages that the short message has been accepted. If the carrier has specifically disallowed service for a particular MIN (in the case of churning), then the content provider is informed through an SMTP interchange that the recipient is invalid.

Abstract: System and method for handling a transaction between a waiting party and queuing party include an independent communication system (ICS) managing calls between the waiting party and calling party for handling sensitive data as well as call-attached data. The ICS manages the transaction in different stages and with different levels of sensitivity. Either party is allowed to modify the call or call preferences during the transaction. The ICS works independently from the queuing party calling system.

Abstract: A system is provided that provides for the prioritization of incoming calls to a communications device based on respective caller profiles. Each profile may include a caller priority value. The system may prioritize an incoming call based on the priority value. The priority value may be updated manually or automatically in accordance with a variety of factors. While the communications device receive an incoming call while an existing call is active, the communications device may request a call management command at the communications device or provide a notification that an incoming call has been received and is pending in accordance with the respective caller profile.

Abstract: A system and method is provided for receiving a voice message, selecting from multiple destinations, transmitting the voice message to a destination and subsequently playing back the voice message after it has been received by the destination. The system has a plurality of access devices which may be coupled to each other over a network such as the Internet. These access devices may include computers, workstations, and the like. Access devices may include a voice decoding device for converting a voice message received over a network into a voice signal for playback to a telephone device and may include a voice encoding device for converting a voice signal received into a voice message.

Abstract: A system and method to allow a disabled device to receive an incoming communication after the termination of an emergency communication session with a service provider. A disabled device is a device having a portion of its service plan that allows the device to send or receive communications either temporarily or permanently disabled. In some embodiments, the system allows the disabled device to receive all incoming communications during a defined period of time after the emergency communication session. In some embodiments, the system allows the disabled device to receive all incoming communications from numbers or URIs contained in a repository of allowed numbers. In some embodiments, the system allows the disabled device to receive all incoming communications if the service provider initiating the communication enters an authenticated routing key or passcode.

Abstract: A method is provided for the operation of a system for the administration of calls to a call center. A first call initiated by a caller using a call number allocated to the call center is automatically received and held in a waiting queue. A waiting position with respect to the first call is determined and the first call is ranged in the waiting queue corresponding to the determined waiting position. The calls held in the waiting queue are forwarded one after the other to an available call center agent. The first call is terminated within a time interval if the call has not been forwarded, and a second call to the caller is initiated by using a recorded call number. If the second call is answered, the second call will be ranged in the waiting queue, wherein the waiting position is determined in consideration of the first call.

Abstract: A system that incorporates teachings of the present disclosure may include, for example, receiving a session initiation protocol (SIP) subscribe message over a primary call leg requesting outdial event notification on a secondary call leg. Receiving of the call is responsive to a unified messaging system placing a call outside of its local access and transport area. A call is placed on the secondary call leg responsive to receiving outdial information on the primary call leg. Alternative outdial information directed to the calling party is received responsive to the call on the secondary leg being unanswered. Another call is placed on the secondary leg responsive to receiving the alternative outdial information without requiring receipt of another SIP subscribe message over the primary call leg. A calling card server performs SIP messaging associated with one of the SIP notify message or the SIP subscribe message. Other embodiments are disclosed.

Abstract: A device receives information associated with a calling party, validates the calling party for an originating locator service based on the calling party information, and sends an instruction to play an announcement requesting information associated with a called party. The device also receives the called party information from the calling party in response to the announcement, and retrieves called party destination information based on the called party information. The device then sends an instruction to originate a sequence of calls to the called party based on the called party destination information.

Abstract: A method, apparatus computer program product provide acoustical echo control for distributed voice conferencing including distributed voice conferencing that utilizes spatial audio processing. In the context of a method, a reference signal and one or more other reference signals may be received by a mobile terminal. The reference signal is associated with downlink audio to be reproduced by the mobile terminal and the one or more other reference signals are associated with downlink audio to be reproduced by one or more other mobile terminals. The method also includes processing an echo signal from uplink audio due to the downlink audio reproduced by the audio transducer of the mobile terminal based upon the reference signal. The method also processes an echo signal from uplink audio due to the downlink audio reproduced by respective audio transducers of the one or more other mobile terminals based upon the one or more other reference signals.

Abstract: Apparatuses and methods to mask identification information to create billing mechanisms in an online listing system are disclosed. In one embodiment, a computer-implemented method of operating an online listing system includes determining an identity of a user based on an identifier entered by the user that uniquely identified the user; and capturing call history information when routing a proxy telephone number from the user (e.g., a renter, a buyer, a prospective buyer, a mortgagor, etc.) to a lister (e.g., a landlord, a seller, a rental manager, a mortgagee, etc.). The identifier may be the proxy telephone number and/or a code entered after dialing the proxy telephone number. The proxy telephone number may be converted to an actual telephone number prior to routing the proxy telephone number to the lister.

Abstract: A system and method are presented for self-service callback modification. A user may request a callback. A unique confirmation identifier may be issued which may be used by the system to look up the callback record. A user may modify their callback request at any time during the callback process to receive their callback at a requested point in time, change the address to which the callback is addressed, alter the media through which the callback is placed, etc. Modification may occur in real time. Confirmation may be sent to the user after modification.

Abstract: Systems and methods for allowing a call center to accept and schedule callback appointments for the service of inbound calls at times which are convenient for the inbound caller as well as automatically placing an outbound call at the scheduled callback time. The system collects information from the caller when scheduling a callback time which assists the agent with servicing the scheduled callback more efficiently than the original incoming call. The system also uses algorithms and various system parameters to determine how many agents are needed to service all scheduled callbacks at a given time while maximizing the efficiency of the agents by avoiding having agents service callbacks which fail to reach the person to be serviced for various reasons. When not enough agents are available to handle the scheduled callbacks and current incoming calls the called back individual is automatically connected to the next available agent avoiding the line of incoming calls entirely.

Abstract: A customer premise equipment (CPE) establishes voice calls between a first and second voice communication devices. When establishment of a voice call between the first and second voice communication devices fails, the CPE auto-redials the second voice communication device at predetermined time intervals. When the second voice communication device answers the redialing, the voice call between the first and second voice communication devices is established and is transferred to a preset third voice communication device.

Abstract: A system, method, and computer program product are provided for sending a missed call notification to a receiver based on an instruction from a caller. In use, an instruction is received from a caller to send a missed call notification to a receiver. Additionally, at least one parameter associated with the instruction is identified. Further, the missed call notification is generated utilizing the at least one parameter. Moreover, the missed call notification is sent to the receiver.

Abstract: Methods and devices for controlling a set-up of a call from a calling entity (CE201) to a called entity in a telecommunications network are described. The telecommunications network comprises a service control entity (SCE205) and a service switching entity (SSE204). The service control entity (SCE205) is adapted to perform the steps of receiving from the service switching entity (SSE204) an indication that the first call attempt failed, receiving from the service switching entity (SSE204) an indication of the further call attempt, obtaining call information related to the first call attempt, determining a call establishment procedure for the further call attempt based on the call information related to the first call attempt, sending an instruction to the service switching entity (SSE204) to continue the set-up of the further call attempt according to the call establishment procedure.

Abstract: Techniques for providing a gateway transfer mechanism are disclosed. In one particular exemplary embodiment, the techniques may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.

Abstract: Users in an enhanced communication system are enabled to tag other users so that the tagging user is notified when both the tagged and tagging users meet a predefined criterion of presence states and/or available modalities to the tagging and the tagged users. The tagging user may then, optionally, initiate a multimodal session with the tagged user utilizing the set of modalities originally specified or another set.

Abstract: A call handling system receives an asynchronous call request, from a call requester, requesting performance of an operation, where the call request includes a delay parameter specified by the call requester. The call handling system performs the requested operation, and sends a callback to the call requester, which includes partial results from performance of the requested operation, at selected intervals determined by the delay parameter.

Abstract: A system and method for handling calls at one or more call centers. In an exemplary method of the invention, it may be determined whether a call should be transferred from the VSS to an agent of a call center based on, for example, agent availability or queue wait times. When it is determined to transfer the call to the agent, it may be determined whether a callback call should be offered to the caller. When it is determined to offer the callback call, the method may include providing one or more time blocks to which the caller can initiate the callback call to receive higher priority routing. Upon calling back into the system within one of the time blocks, the call may receive preferential routing treatment.