Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including associating an outcome of an interaction between a contact and an agent with an identification of a matching strategy used for matching the contact with the agent.

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.

A call processing system and method for processing calls from high volume callers. A frequency of call activity is monitored for callers to determine reception of a call from a high frequency caller. When a call is received from such a caller, provided is information predicted to be requested from the caller prior to the caller being voice connected to a company representative. The retrieved information is then provided to a company representative prior to the caller being voice connected with a company representative as to expedite the call. Additionally, a customized message for the high frequency caller may be generated prior to the caller being voice connected with a company representative whereby the customized message contains information predicted to be responsive to a predicted inquiry from the determined high frequency caller to mitigate the need to connect the caller to a company representative.

A mechanism is provided for detection of a spear-phishing phone call. Responsive to an individual receiving a phone call, a determination is made as to whether the phone call has one or more identifiable traits from a set of identifiable traits that are identified as being associated with spear-phishing. Responsive to identifying that the phone call has one or more identifiable traits from the set of identifiable traits that are identified as being associated with spear-phishing, an associated weighted risk value for each of the identified traits associated with the phone call is identified from the set of identifiable traits. A total risk value is calculated using each weighted risk value associated with each identified trait associated with the phone call. Responsive to the total risk value exceeding a predetermined risk value, the individual is notified of the total risk value to enable the individual to take an appropriate action based on the total risk value.

The present disclosure relates to a call processing method and device. The method includes: obtaining usage information of a terminal device when receiving a call request from a strange call; determining whether the usage information comprises usage information associated with the strange call; and not intercepting the strange call if the usage information comprises the usage information associated with the strange call.

Certain aspects of the present disclosure provide techniques for initiating a phone call from a wireless communication device based on physical interaction with the wireless communication device. In one example, a method for initiating a call from a wireless communication device, includes: receiving sensor data from a first sensor in the wireless communication device during a user interaction time interval; detecting a number of user interactions on the wireless communication device during the user interaction time interval based on the sensor data; determining a contact number associated with the number of user interactions; and causing the wireless communication device to dial the contact number at an end of the user interaction time interval.

A call processing system and method for processing calls from high volume callers. A frequency of call activity is monitored for callers to determine reception of a call from a high frequency caller. When a call is received from such a caller, provided is information predicted to be requested from the caller prior to the caller being voice connected to a company representative. The retrieved information is then provided to a company representative prior to the caller being voice connected with a company representative as to expedite the call. Additionally, a customized message for the high frequency caller may be generated prior to the caller being voice connected with a company representative whereby the customized message contains information predicted to be responsive to a predicted inquiry from the determined high frequency caller to mitigate the need to connect the caller to a company representative.

In some embodiments, a system and method for generating phrase based categories of interactions may include obtaining a base category, the base category including one or more phrases. A base trend for the base category may be generated based on a frequency of appearance of at least one of the one or more phrases in a set of recorded interactions; a candidate phrase may be obtained and a candidate trend may be generated for the candidate phrase based on a frequency of appearance of the candidate phrase in the set of recorded interactions; a correlation level may be determined by relating the candidate trend to the base trend; and, if the correlation level is greater than a threshold level then the candidate phrase may be included the in the base category.

Methods and systems described in this disclosure receive a call from a caller, generate a first session through a first channel associated with the caller when the call is received and then send a request for authentication credentials to a device associated with the caller. In some embodiments, sending the request for authentication credentials generates a second session through a second channel associated with the caller. The caller can be authenticated to the first session using communication received during the second session through the second channel.

A dialing list comprising call records can be processed by a call handling component(s) in a contact center in various dialing modes. A call record may be processed to originate a voice call, where the agent manually dials the call as a voice telephone call. In another embodiment, the call record can be processed to originate a SMS text call, where the agent also determines when the call originates. In each embodiment, the agent is presented with a graphical user interface tailored to the dialing mode. The dialing mode used may be defined by the dialing list the call record is retrieved from, information from within the call record itself, application of a rule, or input from the agent. Once the dialing mode is selected, it may be altered under certain conditions. When the call is originated, various compliance oriented tests, including calling windows and call attempts, are performed.