Systems and methods forecast inbound telecommunications, and more particularly, analyze real-time and historical call center data, and apply a forecasting model to the data in order to predict inbound call volume. These systems and methods employ tools that manipulate call center data and generate visual representations of metrics pertaining to forecasting call center data via a dashboard.

A call processing system and method for providing a secondary information channel to a caller. Upon reception of a call from a caller to a customer service representative on a primary access channel determine a device (secondary device) associated with the caller that is separate from the device the caller is using for the primary access channel. The secondary device is to be used to provide a secondary information access channel. The secondary information access channel is complimentary to the primary access channel between the caller and the customer service representative and is utilized to deliver information content to the caller and/or provide other services supportive of the conversation with the company service representative.

A call processing system and method for providing a secondary information channel to a caller. Upon reception of a call from a caller to a customer service representative on a primary access channel determine a device (secondary device) associated with the caller that is separate from the device the caller is using for the primary access channel. The secondary device is to be used to provide a secondary information access channel. The secondary information access channel is complimentary to the primary access channel between the caller and the customer service representative and is utilized to deliver information content to the caller and/or provide other services supportive of the conversation with the company service representative.

Certain exemplary aspects of the present disclosure are directed to a data-communications system including a networked contact center for which, in an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value is examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.

Systems and methods forecast inbound telecommunications, and more particularly, analyze real-time and historical call center data, and apply a forecasting model to the data in order to predict inbound call volume. These systems and methods employ tools that manipulate call center data and generate visual representations of metrics pertaining to forecasting call center data via a dashboard.

There is provided a mechanism that allows automated calls made from a set of one or more numbers to be detected and routed in an appropriate manner. The calls are classified based, at least in part, on one or more features of a call frequency time series that is generated from data representing a plurality of calls previously made from a set of one or more numbers by determining a respective number of calls made by the set of numbers during each of a plurality of time intervals. The classification indicates whether the calls include automated calls. Further calls from the set of numbers are routed in accordance with the classification.

Systems and methods forecast inbound telecommunications, and more particularly, analyze real-time and historical call center data, and apply a forecasting model to the data in order to predict inbound call volume. These systems and methods employ tools that manipulate call center data and generate visual representations of metrics pertaining to forecasting call center data via a dashboard.

A method and apparatus for predicting customer behavior is disclosed. The method comprises organizing a transcribed, diarized text of a conversation in a call, into a predefined number of sets, determining features corresponding to a sentiment score, a percentage and/or count of positive words, and a percentage and/or count of negative words for each of the a predefined number of sets, determining word count features corresponding to the word count for each of the a predefined number of sets, determining features corresponding to a call talk time, a call hold time and a call hold percentage based on the transcribed text. Based on all the determined features, the method determines whether the customer is satisfied or not, the customer activity based on an activity profile of the customer, and whether the customer used escalation terms based on the transcribed text. Based on the customer satisfaction, customer activity, and the customer use of escalation terms, the method determines a probability of a customer action.

A method and apparatus for predicting customer behavior is disclosed. The method comprises organizing a transcribed, diarized text of a conversation in a call, into a predefined number of sets, determining features corresponding to a sentiment score, a percentage and/or count of positive words, and a percentage and/or count of negative words for each of the a predefined number of sets, determining word count features corresponding to the word count for each of the a predefined number of sets, determining features corresponding to a call talk time, a call hold time and a call hold percentage based on the transcribed text. Based on all the determined features, the method determines whether the customer is satisfied or not, the customer activity based on an activity profile of the customer, and whether the customer used escalation terms based on the transcribed text. Based on the customer satisfaction, customer activity, and the customer use of escalation terms, the method determines a probability of a customer action.

Disclosed herein are systems and methods for determining whether an automated telephone call has been answered by a particular user, a different person, or a voicemail service. In response to determining that the call has been answered by the user, a different person, or a voicemail service, the systems and methods can output different respective messages, initiate messaging to the user via alternate communication paths, or perform other actions.