A method of provisioning wireless communication service to wireless communication devices. The method comprises allocating telephone numbers to a first plurality of devices, allocating the same telephone numbers to a second plurality of devices, transmitting an eSIM provisioning data bundle in a short message service (SMS) message to the first plurality of devices by a first communication network routing node based on the corresponding one of the plurality of telephone numbers, transmitting an eSIM provisioning data bundle in a SMS message to the second plurality of devices by a second communication network routing node based on the corresponding one of the plurality of telephone numbers, wherein the first communication network routing node routes SMS messages in a first region and the second communication network routine node routes SMS messages in a second region, whereby a single telephone number is leveraged by two different devices located in different regions.

Call routing technology can route a current call from a person based on an analysis of call data related to a prior call from the same person. For example, based at least on a customer satisfaction score determined from call data related to a prior call, a call routing server can identify one or more persons to whom a current call from the same person should be routed. Next, the call routing server can route the current call to one of the identified customer service representatives.

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 method of facilitating predictive intent-based routing of service requests. Accordingly, the method may include receiving a service request data from a user device, initiating a chatbot, retrieving a service portfolio based on the receiving of the service request data, processing the service portfolio and the service request data, determining a service level, analyzing the service request data using a first machine learning model, determining an intent based on the analyzing, generating an adjusted service level based on the intent using a second machine learning model, assigning an agent to a user of the at least one user based on the adjusted service level, generating a service notification for the agent based on the assigning, transmitting the service notification to the user device and an agent device associated with the agent, and storing the service request data, the service notification, and the adjusted service level.

A computerized method of managing a robotic telemarketing call includes calling, by an automated robotic telemarketing system, a customer selected from a customer list. The method includes parsing, by a real-time speech recognition module of the automated robotic telemarketing system, a customer statement received from the customer. The method includes determining, by a language intention determining module, a customer purchase intention according to the parsed customer statement. The method includes selecting a sales pitch response corresponding to the determined customer purchase intention. The method includes providing an audio signal including the selected sales pitch response to the customer.

Apparatus and methods concerning call routing are disclosed. In an example embodiment, a call alert message, indicative of the call answer options, is communicated from a data-communications server to the communication device, determined in response to receiving an incoming call for a communication device at the server. A selected option is received from the communication device. In response to the selected option indicating the first call answer option, the call is routed to the communication device as a call via a data network or in response to the selected option indicating the second call answer option, the call is routed to the communication device via a PSTN.

Disclosed is a precision queuing (PQ) system that automatically and dynamically revises the values of precision queue step rules (PQSRs) with customizable thresholds based on current contact center conditions such as varying hours of operation and number of agents available.

A protection circuit for use with an electronic DSL component having a tip connection and a ring connection, the protection circuit including: a first unidirectional transient-voltage-suppression (TVS) diode, having a negative TVS breakdown voltage BDV and diode forward voltage DV clamp, connected between Vcc and the tip connection of the DSL component; a second unidirectional TVS diode, having a diode forward voltage DV, connected between the tip connection of the DSL component and a negative ground clamp node; a third unidirectional TVS diode, having a negative TVS breakdown voltage BDV and diode forward voltage DV clamp, connected between Vcc and the ring connection of the DSL component; and a fourth unidirectional TVS diode, having a diode forward voltage DV, connected between the ring connection of the DSL component and the negative ground clamp node.

A method for providing anonymized contact information to a workforce management system includes receiving contact information from a plurality of customer business units; assigning each of the plurality of customer business units one or more industry classification codes or product classification codes; anonymizing, by a processor, the contact information to the one or more industry classification codes or product classification codes; receiving, by a processor, a query from a workforce management system for anonymized contact information in one or more industry classification codes or product classification codes; and providing the anonymized contact information to the workforce management system for use in a workforce management predictive model.

Unsolicited electronic communications such as robocalls and person-initiated solicitation calls are reduced by imposing tolls for completion of the connections to the called parties, and refunding the tolls to the entities indicated by the electronic communications as the calling parties. In this way, a dishonest originator of a spoofed call bears the cost of the toll, and the toll is not refunded to the dishonest originator. On the other hand, the toll collected from an honest originator of a non-spoofed call is refunded to the honest originator, making the toll transparent to the honest originator and avoiding annoyance of the honest caller caused by the toll. Unsolicited calls may be subjected to filtering, particularly filtering based on the indications of the origins of the calls.