A policy and charging rules function (PCRF) stores a policy rule management table in which a policy rule corresponding to a combination of contract information and a device type is registered and a hierarchical management table in which user information including contract information of a user and information on the device are managed in association with each other, acquires the device type serving as an application target of the policy rule, and a device ID assigned to the device, determines the policy rule according to the acquired device type and the contract information of the user, and instructs a deep packet inspection (DPI) to apply the determined policy rule to the device corresponding to the acquired device ID. The DPI acquires the device ID, and applies the policy rule to communication from the device corresponding to a device ID assigned to the device, and performs control.

Systems and methods for authenticating a user using a voice activated device. The method includes receiving first data representing a user identifier corresponding to a user and second data representing a device identifier corresponding to the voice activated device. The method further includes determining user metadata corresponding to the user identifier and a device audio type corresponding to the device identifier. The method also includes calculating a risk score based on the user metadata. The method further includes calculating a length of spoken voice utterance based on the calculated risk score. The method also includes receiving and processing third data representing a spoken voice utterance having the calculated length corresponding to the user using the voice activated device. The method further includes validating the user in response to determining that the processed third data substantially matches the voiceprint associated with the user.

A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

A dialing list comprising call records can be processed by a call handling component(s) in a contact center in various dialing modes. A call record may be processed to originate a voice call, where the agent manually dials the call as a voice telephone call. In another embodiment, one or more call records can be processed to originate a SMS text call or group text call, where the agent also determines when the call(s) originates. The agent is presented with a graphical user interface tailored to the dialing mode. The dialing mode used may be defined by the dialing list the call record is retrieved from, information from within the call record itself, application of a rule, or input from the agent. The dialing mode may be altered under certain conditions. When the call is originated, various compliance oriented tests, including calling windows and call attempts, are performed.

A system and method for hybrid callback management, utilizing a callback cloud and an on-premise callback system, allowing brands to utilize a hybrid system that protects against any premise outages or cloud service faults and failures by introducing redundancies and co-maintenance of data key to callback execution while allowing for mixed telephony types to be seamlessly integrated into one communication platform.

The distribution of incoming queries to a customer interaction center agent group is parallel processed amongst agents of that group to improve queue wait times. A threshold number of queries that may be processed by agent devices associated with the agent group at a given time are defined based on a number of agents of the agent group that are available at the given time. In response to determining that the number of queries is satisfies the threshold number of queries based on the number of agents that are available at a current time, a number of queries awaiting processing are distributed to one or more agent devices of the agent group. The threshold number of queries may be based on half of the number of agents that are available at the given time.

A control device includes a controller configured to instruct a mitigation device executing a defending process against an attack on a network to execute the defending process in response to reception of a defending request indicating a request for executing the defending process. When predetermined specific data included in the received defending request is valid, the controller instructs the mitigation device to execute the defending process at an earlier timing after the reception of the defending request than when the specific data is not valid or the specific data is not included in the defending request.

A computerized-method for calculating an agent skill-satisfaction-index and utilization thereof, is provided herein. The computerized-method includes operating an Agent-Skill-Satisfaction-Index (ASSI)-scoring module. The ASSI-scoring module may include: (a) retrieving agent's set-of-skills and call details, during a first-preconfigured-period and one or more agent's interactions conducted during the first-preconfigured-period and related interaction-level (KPI)s; (b) organizing the retrieved one or more agent's interactions in one or more groups by one or more second-preconfigured-periods; (c) checking a duration of each skill from the retrieved set-of-skills if it is assigned to the agent above a preconfigured-period-threshold to be marked as a related-skill; (d) for each group, calculating a skill-core based on a calculated evaluation-sum of each interaction in the group that is associated with a related-skill; (e) calculating an ASSI-score based on the calculated one or more skill scores; and (f) sending the calculated ASSI-score to an application to be presented via a UI thereof.

Provided is a computer implemented method and system for delivering text messages, emails, and messages from a messenger application to a user while the user is engaged in an activity, such as driving, exercising, or working. Typically, the emails and other messages are announced to the user and read aloud without any user input. In Drive Mode, while the user is driving, a clean interface is shown to the user, and the user can hear announcements and messages/emails aloud without looking at the screen of the phone, and use gestures to operate the phone. After a determination is made that a new text message and/or email has arrived, the user is informed aloud of the text message/email/messenger message and in most instances, and if the user takes no further action, the body and/or subject of the text message/email/messenger message is read aloud to the user. All messages can be placed in a single queue, and read to the user in order of receipt.

A method for processing messages by a device of a Voice over IP (VoIP) network. The method includes, following receipt of a message initiating a VoIP call coming from a terminal: determining whether the message contains a public telephone identity allocated to a user by the VoIP network; if so, triggering setting-up the VoIP call with a recipient of the message; otherwise: setting up a VoIP channel between the terminal and a voice server hosted by the device; obtaining, by the server via this channel, an authentication code of a user of the terminal; if the authentication code is associated at VoIP network level with a public telephone identity allocated by the network to a user, providing to the terminal the public telephone identity and authentication data associated at VoIP network level with this identity for making VoIP calls and being authenticated to the VoIP network.