A method, a system, and computer readable medium comprising instructions for real-time monitoring of agent adherence. The method comprises collecting events and data for an agent from at least one phone router, collecting time keeping data from a time clock system, collecting data and events from a scheduling system, normalizing the events, data, and generating at least one user interface comprising normalized data, presenting at least one view of the at least one user interface to at least one application, and refreshing the at least one view with updated events and data.

Methods and systems for combinable conference rooms. The method including establishing a baseline audio and video (AV) signal flow for combinable rooms in a baseline state, generating a baseline macroinstruction for the baseline state, establishing non-baseline AV signal flows for one or more non-baseline states, where each non-baseline AV signal flow turns off certain paths in the baseline AV signal flow to establish AV signal flow isolation between certain of the combinable conference rooms, generating a non-baseline macroinstruction for each of the one or more non-baseline states, providing an interface for selecting the baseline and each non-baseline macroinstruction, where the baseline and each non-baseline macroinstructions are generated for operation with an AV controller and the interface which collectively control AV signal flow of the combinable conference rooms, and configuring the combinable conference rooms based on selection, via the interface, of one of the baseline or the non-baseline macroinstructions.

A system and method for secure storage and management of transitory data, comprising at least a profile manager, a callback manager, a context analysis engine, and a vault manager, which allows a user to create a data container to store data preferences, which encrypts the data stored within a data container, which creates a password for accessing the data container, which temporarily stores the data container, which manages data container interactions between the system user and a second user, such as a business enterprise, and which establishes default preferences and creates a default container based upon context content data.

A method includes selecting a customer of a company; constructing a digital footprint of the selected customer. The method includes inputting the digital footprint to an artificial intelligence (AI) engine. The method includes obtaining one or more probability values from the AI engine based on the input digital footprint. The method includes selecting a call driver, from among a plurality of call drivers, as a predicted call driver. The method includes providing the predicted call driver to a call center associated with the company.

A computer-readable storage device storing instructions that, when executed by a processor, cause the processor to perform operations comprising receiving an indication of availability of status information and transferring a communication to a particular destination based on a reason for the communication corresponding to a query of the status information, where the communication is transferred to the particular destination in response to receiving the indication of availability of the status information.

A method for telephone interaction includes establishing a voice channel for voice calls with a telephone agent system, establishing a data channel with the telephone agent system if the telephone agent system is in a busy state, and acquiring information provided by the telephone agent system via the data channel. The information is associated with an entertainment service. The method further includes providing the entertainment service to a user based on the information.

Various embodiments of the invention provide methods, systems, and computer program products for determining whether a call has reached a live party or a machine. Specifically, a call handler that is handling the call analyzes a cadence of the audio of the call while a speech analytics system analyzes the audio of the call to detect one or more keywords over a call leg established between the call handler and speech analytics system. Accordingly, in particular embodiments, the call handler may make a first determination that the call has reached a live party or a machine based on the cadence of the audio and may make a second determination that the call has reached a live party or a machine based on an event received from the speech analytics system as a result of the speech analytics system detecting a particular keyword in the audio of the call.

A portable voice communication digital switching device is provided for use with voice communication systems. The switching device is contained in a portable switching device enclosure and has a central control unit that includes communication line interface units and an operator position station with a touch display screen for operator switching control of communication components connected to the switching device.

A system and method for monitoring customer satisfaction in an ongoing call center interaction is provided. Information about a signal indicating customer dissatisfaction is provided to one or more customers of a call center prior to a start of interactions between one or more agents of the call center and the one or more customers. The interactions are began, including connecting one of the customers to one of the agents by call center after the information is provided. The interactions are monitored for a receipt of the signal from the customer. An action is taken by the call center upon a receipt of the signal.

Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.