A system and method for processing a plurality of channels, for example audio channels, in parallel is provided. For example, a plurality of telephony channels are processed in order to detect and respond to call progress tones. The channels may be processed according to a common transform algorithm. Advantageously, a massively parallel architecture is employed, in which operations on many channels are synchronized, to achieve a high efficiency parallel processing environment. The parallel processor may be situated on a data bus, separate from a main general-purpose processor, or integrated with the processor in a common board or integrated device. All, or a portion of a speech processing algorithm may also be performed in a massively parallel manner.

A system and method for processing a plurality of channels, for example audio channels, in parallel is provided. For example, a plurality of telephony channels are processed in order to detect and respond to call progress tones. The channels may be processed according to a common transform algorithm. Advantageously, a massively parallel architecture is employed, in which operations on many channels are synchronized, to achieve a high efficiency parallel processing environment. The parallel processor may be situated on a data bus, separate from a main general-purpose processor, or integrated with the processor in a common board or integrated device. All, or a portion of a speech processing algorithm may also be performed in a massively parallel manner.

A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.

A computerized system in a cloud-based computing environment for preventing an evaluation of agent recording segments having bad customer sentiment due to low network Quality of Service (QoS), is provided herein. The system may include a Session Border Controller to send metadata related to a regulated network QoS to a database; a media server to store the call interaction; an Interaction Manager (IM) module to extract metadata related to the regulated network QoS; an Indexer Micro-Service to listen to real-time data streaming service and to index and store the metadata related to the regulated network QoS, when new metadata arrives; a Multi-Channel Recording unit to retrieve: an interaction call; and indexed metadata from the document-oriented database; a Quality Planner Micro-Service to: read MOS score for the call interaction; distribute a call interaction for evaluation when the read MOS score is above a predefined threshold, according to a predefined quality plan.

When an incoming call is received from a customer, various aspects may include receiving an indication of availability from several call agents within the computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.

Systems and methods balance loads of traffic directed to various response entities. Systems and methods alternatively or complementarily generate simulated loads of traffic for handling by various response entities or load balancing algorithms.

Systems and methods are described to enable a device of a user to automatically join an ongoing conference, where the device is not currently joined to the conference. A first audio signature is generated based on voices of users already in the conference, and a second audio signature is generated based on an audio signal captured by a microphone of the device associated with the first user when the device associated with the first user was not joined to the conference. The first audio signature and the second audio signature are compared, and in response to determining that first audio signature matches the second audio signature, the device associated with the first user is joined to the conference.

In the field of government engagement management, an agent guide or script-flow in an employee desktop web client is implemented. In such a system and method, when agents create interactions with clients they can follow a script-flow which will guide the agent through the interaction through a series of menu selections and automated sets of instructions. This feature of the government engagement management system allows existing customer investment from the rich desktop client or non-web client in developing specific scripts, that can also now function in the web client atmosphere. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.

Embodiments include method, systems and computer program products for enhancing a customer service process. Aspects include receiving customer data associated with a customer and creating a customer profile based on the customer data. Aspects also include obtaining customer service representative data comprising a customer service profile for each of a plurality of customer service representatives and determining a matching subset of the plurality of customer service representatives for the customer based upon the customer profile and the customer service representative data. Next, aspects include displaying, to the customer, the matching subset of the plurality of customer services representatives for the customer. Aspects also include selecting a first customer service representative from the matching subset of the plurality of customer service representatives for the customer based on a customer input.

A system and method for processing a plurality of channels, for example audio channels, in parallel is provided. For example, a plurality of telephony channels are processed in order to detect and respond to call progress tones. The channels may be processed according to a common transform algorithm. Advantageously, a massively parallel architecture is employed, in which operations on many channels are synchronized, to achieve a high efficiency parallel processing environment. The parallel processor may be situated on a data bus, separate from a main general purpose processor, or integrated with the processor in a common board or integrated device. All, or a portion of a speech processing algorithm may also be performed in a massively parallel manner.