Echo cancellation for a two-way audio communication includes receiving, at an AEC system from microphone(s), an audio signal based on, at least in part, near-end signals and reproduced far-end signals. Loudspeaker(s) reproduced the far-end signals. The AEC system is operated, at least in part, with filter(s) so as to update estimates of coefficients of an acoustic channel from the loudspeaker(s) to the microphone(s). Control parameter(s) affecting an operation of the AEC system that is/are configurable and is/are set to value(s), from a range of values, is/are determined, based on estimating an accuracy of the estimates of the coefficients of the acoustic channel and a characteristic of the near-end signals. The AEC system controls the filter(s) with different values of the control parameter(s) at different times.

Systems and methods for intelligently routing a member of an organization to a single point-of-contact within an optimized, secure network to address all the member's healthcare needs are described. The disclosed intelligent routing configurations transform and process, in real-time, vast amounts of member data to generate aggregated diagnoses and a member score specific to each member's household. The scores, among other things, are used to determine an identification of special needs and an appropriate advocate within the organization to route the member, and its account file containing real-time member and household level data.

Context data management in a contact center environment is provided. For example, a method comprises receiving a given contact instance for a given user of a contact center, wherein the contact center comprises a plurality of communication channels configured to enable the user to initiate a contact instance and wherein the given contact instance is received over one of the plurality of communication channels. The method further comprises one of generating and updating a context data management pattern in response to receiving the given contact instance, wherein the context data management pattern comprises a data structure of one or more records that maintain information relating to the given contact instance received over the one of the plurality of communication channels and information relating to one or more previous contact instances associated with the user received over one or more of the plurality of communication channels.

Broadband communications devices and methods operate with at least two separate communication paths between the devices and the network, such as the Internet. The broadband devices and methods receive data concurrently over the communication paths or separately. The bandwidth is increased when the separate communication paths are combined. The broadband devices employ packetized data with Voice over Internet Protocol (VoIP) technologies combined with RF communications technologies.

In various aspects, a system that receives a first message, wherein the first message comprises a communication device identification and a feature tag having a language indication that indicates a language configuration of a user equipment. In response to the receiving the first message, storing the language indication and associating the language indication with the communication device identification. The system determines whether an incoming call is not authenticated and in response to the determining that the incoming call is not authenticated, transmitting a textual message to the communication device using the language configuration to indicate the incoming call is not authenticated.

An intelligent interface responds to an order received in a text messaging session by initiating payment from an electronic wallet. An IP network interface receives requests including a source phone number, message content and the destination phone number. From the requests, an order program receives an order destined to a client establishment associated with the destination phone number. A response is generated with payment options from an electronic wallet associated with the source phone number. A reply generator generates a reply including the source phone number as a destination, the destination phone number as a source and the response. Selection of one of the payment options in the response causes the order program to process the payment for the order from the electronic wallet and forward the order to the client establishment.

A method and a system for reporting metrics relating to customer calls for fungible agents that are utilizing multiple servicing applications in a contact center environment are provided. The method includes: receiving a service request call from a customer; determining applications that are usable for responding to the service request call from among a predetermined plurality of applications; monitoring the service request call in order to obtain information relating to call timing and events occurring during the call; when the service request call is completed, determining call-specific metrics such as hold time, number of transfers, and or idle time based on the information obtained during the monitoring; and reporting the metrics to a repository. Additional metrics that are specific to an agent assigned to handle the call may also be determined.

In a wireless communication network, Unified Data Repositories (UDRs) determine initial User Equipment Identifiers (UE IDs). The UDRs successfully synchronize the initial UE IDs and serve the initial UE IDs to network elements that use the initial UE IDs to serve wireless data communications to UEs. The UDRs determine additional UE IDs. The UDRs unsuccessfully synchronize the additional UE IDs and serve the additional UE IDs to the network elements. In response to the unsuccessful synchronization of the additional UE IDs, a UDR recovery system reallocates the additional UE IDs. The UDR recovery system successfully synchronizes the reallocated-additional UE IDs. The network elements use the initial UE IDs and the reallocated-additional UE IDs to serve the wireless data communications.

A computer-implemented method and system for streamlining interactions between a customer and a company representative. Information related to a customer is received by a company representative. A predicted future action by the customer is then calculated by a computer process wherein the calculation is based on the received information. The predicted future action is then caused to be displayed on a computer operated by a representative of the company. A conversation plan may be generated according to the information and a business rule which may be displayed on the representative's computer.

Techniques for workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for workforce management in a contact center system comprising generating historical workforce data regarding an agent workforce capacity of the contact center system, and initiating an increase or decrease to an agent workforce of the contact center system based at least in part on the historical workforce data to increase an amount of choice among available agents or waiting contacts.