One example method of operation may include receiving an access request from a user device, creating a current queue position status of a user profile associated with the user device based on one or more known status identifiers associated with the user device, assigning the user profile to a sub-queue and a specified time slot of a queue, managed by a computing node, among various other user profiles stored in the queue, and initiating a communication session to the user device at a specific time.

Systems, methods and apparatuses for implementing enriched calling services for devices may include a first User Equipment (UE) that sends a call request to an IP Multimedia Subsystem (IMS) Core network and a presence server. The IMS core network may determine that the first UE supports enriched calling services and may enable the first UE to perform an enriched calling operation. The IMS core network may forward the call request to a terminating device, such as a second UE and/or a computing device, with the enriched calling operation.

As described herein, a system, method, and computer program are provided for generating insights from home network router data. In use, network usage/connection data is collected from a home network router operating in a residential space. Additionally, the network usage/connection data is processed to generate insights for the network usage/connection data. Further, the insights are output for display to one or more users.

Provided are a call deflection and response system and method, wherein a voice call from a caller device is received, a skill group is determined to resolve an issue associated with the call, and a text response to the issue is sent to the caller device, providing a context-based personalized response. A caller leaves a detailed voicemail explaining an issue needing resolution, which is electronically transcribed and then run through a classifier to determine concepts and intents associated with the call. Based on the concepts and intents, responsibility for the call and associated files are transferred to a particular skill group on a chat platform for resolution. A chat entity from the appropriate skill group determines and provides an issue response via text message to the caller device, e.g., to the caller's mobile phone.

A system can route calls based on a minimum expected delay, classification, and priority of the call. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.

Communications between agents and customers are a key feature of contact centers. Agents may have a question about how to perform a particular task, a response to the question that other agents may know. A supervisor may be presently unavailable and transferring the customer requires significantly more overhead and resources. The systems and methods herein disclose an agent-to-agent (A-to-A) channel that enables a question to be posed to an agent and receive a response via a dedicated channel for A-to-A communications. Accordingly, the agent may stay engaged with the customer and resolve issues without the need to wait for a supervisor or transfer the customer to another agent.

Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking contact center system performance comprising cycling, by at least one computer processor configured to perform contact center operations, between a first contact-agent pairing strategy and a second contact-agent pairing strategy for pairing contacts with agents in the contact center system; determining an agent-utilization bias in the first contact-agent pairing strategy comprising a difference between a first agent utilization of the first contact-agent pairing strategy and a balanced agent utilization; and determining a relative performance of the second contact-agent pairing strategy compared to the first contact-agent pairing strategy based on the agent-utilization bias in the first contact-agent pairing strategy.

The method and system may provide a seamless handoff of user information from a drugstore to a call agent. When a customer communicates with a drugstore device regarding a drugstore-related inquiry, the drugstore device attempts to identify an answer to the drugstore-related inquiry. When the drugstore device does not identify an answer to the drugstore-related inquiry, the drugstore device initiates communication between the customer and a contact center. A transcribed version of the communication may be stored in a database accessible by the contact center along with additional user information for the customer related to the customer's experiences with the drugstore. The user information may be provided to a call agent's contact center device for display and in this manner, the call agent may be made aware of the communication to avoid asking repeat questions and to quickly and efficiently answer the customer's drugstore-related inquiry.

The disclosed wireless transmitter estimates a client location in space and transmits power in the form of electromagnetic (EM) waves to that location. In response to receiving the power, a client sends a power request signal. In some implementations, the power request signal includes a request that the wireless transmitter transmit more power to the client. In response to the power request signal, the wireless transmitter can modify the power transmitted to the client to increase/decrease the amount of power the client is receiving. For example, the wireless transmitter can modify the emitted EM waves to increase coherent addition or decrease coherent addition at the location of the client to increase the amount of power the client receives. In some implementations, the wireless transmitter modifies the phase distribution of EM waves to increase the amount of power a client receives.

Each of number management devices of a number management system includes a request reception unit configured to receive a number update request including number portability information, a transaction generation unit configured to generate a transaction for the received number portability information, a block proposal unit configured to acquire each of transactions generated in response to a plurality of number update requests, generate a block to be newly proposed, and transmit the generated block to be proposed to each of the plurality of number management devices, and a block approval unit configured to approve the block to be proposed by confirming a predetermined normal state of the block to be proposed and store the block to be proposed in a storage unit, with the block to be proposed connected to the block stored as the blockchain.