A Voice over Internet Protocol (VoIP) system is configured for direct communications between remote computing devices in a peer-to-peer configuration. Voice data from the communication is marked such that the voice data from the different endpoints can be combined into a unified audio stream. An authentication may be accomplished automatically prior to text or audio communication between a customer and a service agent. In some embodiments, authentication is accomplished automatically by authentication of the remote access device or accomplished by asking the customer questions. A single authentication of the remote access device may be used to authenticate a service request transferred between service agents. The authentication of the remote device may include, for example, use of a personal identification number, a fingerprint, a photograph, and/or a hardware identifier.

A system for processing and presenting a conversation includes a sensor, a processor, and a presenter. The sensor is configured to capture an audio-form conversation. The processor is configured to automatically transform the audio-form conversation into a transformed conversation. The transformed conversation includes a synchronized text, wherein the synchronized text is synchronized with the audio-form conversation. The presenter is configured to present the transformed conversation including the synchronized text and the audio-form conversation. The presenter is further configured to present the transformed conversation to be navigable, searchable, assignable, editable, and shareable.

Systems and methods for developing and utilizing a contactability profile are disclosed. Contact information may be managed by receiving activity data associated with an entity, processing the received activity data, generating at least one contactability profile associated with the entity based upon a result of the processing, and storing the generated contactability profile.

Systems and methods are provided for managing a conference call with multiple voice-enabled and voice-capturing devices, such as smart speakers. Reproduced, duplicate voice commands can cause unexpected results in a conference call. The voice commands can be determined to be received from the same conference call. A voice command for a particular voice-enabled device can be selected based on an energy level of an audio signal, event data, time data, and/or user identification.

A computerized-method for operating an Omni Session Handling (OSH) engine for proactive OSH to determine that an outreach is required, according to one or more predefined requirements, to maximize capacity of an agent in a contact center by omni session handling, is provided herein. The computerized-method may retrieve one or more interactions from a Customer-Relations-Management database based on a requirement for an outreach to be stored in a queue of proactive contacts. The computer-implemented method may further allocate a queue of one or more interactions to an agent or to a team of agents and then present the agent with a digital preview of an interaction from the queue of one or more interactions for consideration via a display unit, while the agent is handling one or more interactions. The computer-implemented method may further receive from the agent a decision upon review of the presented digital preview of the interaction.

A video conference system including a transmitter device and a receiver device is provided. The transmitter device includes a transmitter control unit, a transmitter input interface, a transmitter video circuit and a first wireless transmission module. The transmitter control unit is coupled to a video output port of an information system and receive a first video data from the video output port. The transmitter input interface receives a second video data from a first video source. The transmitter video circuit combines the first video data and the second video data as a combined video data. The first wireless transmission module transmits the combined video data to the receiver device. The receiver device, coupled to the display device, includes a second wireless transmission module, which receives the combined video data. The receiver device transmits the combined video data to the display device.

Systems and methods for developing and utilizing a contactability profile are disclosed. Contact information may be managed by receiving activity data associated with an entity, processing the received activity data, generating at least one contactability profile associated with the entity based upon a result of the processing, and storing the generated contactability profile.

Techniques for using validated communications identifiers of a user's communications profile to resolve entries in another user's contact list are described. When a user imports a contact list, the contact list may include multiple entities related to the same person. The system may identify one of the entries in the contact list that corresponds to a validated communications identifier stored in another user's communications profile. The system may identify other validated communications identifiers in the other user's communications profile and cross-reference them against the entries of the contact list. If the system determines the contact list includes entries for the different validated communications identifiers of the other user, the system may consolidate the entries into a single entry associated with the other user.

An information processing device includes an image acquirer that acquires a captured image captured by an imager, an utterer identifier that identifies an utterer, a display target identifier that identifies a display target corresponding to the utterer identified by the utterer identifier from the captured image acquired by the image acquirer, and a display processor that displays display information corresponding to the display target identified by the display target identifier, on a first display.

The present invention relates to acquisition of user information by an electronic device, and comprises a communication module, a display, a processor, and a memory. The communication module and the display according to various embodiments are electrically connected to the processor. The processor is electrically connected to the memory. The memory causes the processor to: receive media information which does not include utterer information, perform signaling for acquisition of utterer information related to the media information, and determine and display the utterer information. Various other embodiments are possible.