Systems and methods are disclosed for generating a dynamic customized script to facilitate communication between a user and a service provider. The method includes receiving, via an interactive voice response (IVR) system, a request from a mobile device associated with at least one user. The contextual information associated with at least one user is processed, in real-time, based, at least in part, on the request. A dynamic customized script specific to the request is generated, in real-time, based, at least in part, on the processing of the contextual information. The request is routed, via the IVR system, to an agent from a pool of agents of the service provider. A presentation of the dynamic customized script is generated in a user interface of a device associated with the agent, wherein the dynamic customized script is step-by-step guidance to the agent for handling the request of at least one user.

One disclosed system includes dialer device with a dialer identifier that initiates a call with a receiver device with a receiver identifier over a voice channel. A database stores: interaction data in association with both the receiver identifier and the dialer identifier; a content quality metric in association with the interaction data; and a network topology in which the receiver identifier and the dialer identifier are associated with nodes and are connected by an edge. A server is programmed to: update, based on the content quality metric and the network topology, a rankings associated with the receiver identifier and the dialer identifier; and one of: surface the ranking associated with the dialer identifier and the ranking associated with the receiver identifier to an external searching agent using an external data channel and without using any voice channel; or rank the dialer identifier for an internal searching agent using the ranking.

Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking contact center system performance comprising cycling, by at least one computer processor configured to perform contact center operations, between a first contact-agent pairing strategy and a second contact-agent pairing strategy for pairing contacts with agents in the contact center system; determining an agent-utilization bias in the first contact-agent pairing strategy comprising a difference between a first agent utilization of the first contact-agent pairing strategy and a balanced agent utilization; and determining a relative performance of the second contact-agent pairing strategy compared to the first contact-agent pairing strategy based on the agent-utilization bias in the first contact-agent pairing strategy.

Systems and methods disclosed herein provide intelligent redirection and notification of feature activation. Intelligent redirection includes user configurable rules/conditions for specifying destinations for call redirection. Intelligent redirection may also include notifying the caller of the redirection (including redirection options) and a new destination for the call. Intelligent notification of feature activation includes determining users affected by a feature activation (e.g., target user(s)) and notifying the target user(s) of when the call feature is activated. The intelligent feature notification may also include allowing the target user(s) to accept/reject the activation of the call feature. The intelligent feature notification may further include allowing a user to querying for information related to any call features activated by or on them. In some embodiments, the intelligent feature notification includes receiving an instruction to deactivate the call feature; notifying the target user of the deactivation of the call feature; and deactivating the call feature.

A method for permitting unfamiliar call, applied to a communication device having a memory and a call-blocking app to provide an unfamiliar call, includes the steps of: configuring an area in the memory of the communication device as a storage unit; recording at least one password into a password-correlated table in the storage unit, each of the at least one password being related to a specific user of the communication device; as an unfamiliar call is received, asking a caller of the unfamiliar call to provide an answer for a trivial question immediately provided by the communication device; determining whether or not the answer matches any of the at least one password in the password-correlated table; forwarding the unfamiliar call to the user corresponding to the matched password listed in the password-correlated table if positive; and, blocking the unfamiliar call if negative.

A system and method including receiving a request to enqueue a communication session; adding the communication session to the queue of a plurality of communication sessions; upon adding the communication to the queue, transferring control logic to the configured wait-state application; receiving a dequeue request initiated by a second entity; in response to the dequeue request, managing the procession of communication sessions in the queue; and dequeuing a communication session from the queue.

A data management apparatus manages a plurality of data items output by a plurality of communication devices that output data. The data management apparatus includes at least one memory configured to store instructions, and at least one processor configured to execute the instructions. The instructions, when executed by the at least one processor, include receiving a data acquisition request, including an application identification of an application from the data acquisition apparatus, extracting data output by the application on a communication device corresponding to the application identification included in the data acquisition request, among the plurality of data items received from the plurality of communication devices via a relay apparatus, and transmitting the extracted data to the data acquisition apparatus.

Embodiments of the invention provide apparatuses, systems, and methods with the ability to programmatically capture different types of data and to determine whether the data satisfies one or more thresholds indicative of one or more triggering events, and responsive thereto, to automatically initiate a communication between a user and a positive user contact.

A communication management system includes: a storage unit configured to store destination information of a first communication terminal that establishes a first session with a relay device that relays communication data, destination information of a conversion system that performs mutual conversion between communication schemes of communication data transmitted from the first communication terminal and a second communication terminal and establishes a second session with the relay device, and destination information of the second communication terminal that establishes a third session with the conversion system; a receiving unit configured to receive start request information to start communication between the communication terminals from the first communication terminal; an extracting unit configured to extract destination information of each communication terminal and the conversion system stored in the storage unit, based on the received start request information; and a transmitting unit configured to transmit the extracted destination information to the relay device.

A communication management system includes: a storage unit configured to store destination information of a first communication terminal that establishes a first session with a relay device that relays communication data, destination information of a conversion system that performs mutual conversion between communication schemes of communication data transmitted from the first communication terminal and a second communication terminal and establishes a second session with the relay device, and destination information of the second communication terminal that establishes a third session with the conversion system; a receiving unit configured to receive start request information to start communication between the communication terminals from the first communication terminal; an extracting unit configured to extract destination information of each communication terminal and the conversion system stored in the storage unit, based on the received start request information; and a transmitting unit configured to transmit the extracted destination information to the relay device.