A computerized-method for maximizing 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 (CRM) 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 out of the retrieved one or more interactions to an agent or to a team of agents and then present the agent or an agent in the team of agents 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.

Aspects of the disclosure relate to apparatus and methods of event scheduling and notification. According to one aspect, a method, operational at a server, may include determining that a prescheduled event is concluded, sending a first notification message to one or more user communication addresses associated with the prescheduled event, determining if a first acknowledgement to the first notification message is received before a first predetermined period of time elapses, and sending a second notification message to the one or more user communication addresses if the first acknowledgement is not received by expiration of the first predetermined period of time. The method may further include determining if a second acknowledgment to the second notification message is received before a second predetermined period of time elapses and sending a third notification message to the communication addresses and a first alternate contact notification message to an alternate contact communication address.

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.

A method for maintaining contact information in a hearing impaired assisted user's communication device includes the steps of (a) providing a web site for altering assisted user contact information, (b) linking a proxy device to the web site, (c) receiving an identifier associated with the assisted user's device via the proxy device, (d) identifying an assisted user's device via the received identifier, (e) enabling the proxy device to be used to modify contact information for the assisted user associated with the received identifier, (f) starting a timer to time out a sync timeout period, (g) during the sync timeout period, receiving an indication via the assisted user's device confirming a desire to update the assisted user's contact information, (h) updating the assisted user's contact information, and (i) at the end of the timeout period, ceasing an indication that updated data is ready to be used from the assisted user's device.

A computerized-method for maximizing 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 (CRM) 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 out of the retrieved one or more interactions to an agent or to a team of agents and then present the agent or an agent in the team of agents 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 system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.

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.

Aspects of the disclosure relate to apparatus and methods of event scheduling and notification. According to one aspect, a method, operational at a server, may include determining that a prescheduled event is concluded, sending a first notification message to one or more user communication addresses associated with the prescheduled event, determining if a first acknowledgement to the first notification message is received before a first predetermined period of time elapses, and sending a second notification message to the one or more user communication addresses if the first acknowledgement is not received by expiration of the first predetermined period of time. The method may further include determining if a second acknowledgment to the second notification message is received before a second predetermined period of time elapses and sending a third notification message to the communication addresses and a first alternate contact notification message to an alternate contact communication address.

A method is provided for resolving a call collision in a communication network. The method comprises, at a network node of the communication network: receiving a first call request message from a first user device to set up a call from the first user device to a second user device; checking whether the second user device has in turn sent a second call request message to set up a call from the second user device to the first user device; and in the affirmative, routing the first call request message to a conference bridge.

A method to present communications is provided. The method may include obtaining, at a device, a request from a user to play back a stored message that includes audio. In response to obtaining the request, the method may include directing the audio of the message to a transcription system from the device. In these and other embodiments, the transcription system may be configured to generate text that is a transcription of the audio in real-time. The method may further include obtaining, at the device, the text from the transcription system and presenting, by the device, the text generated by the transcription system in real-time. In response to obtaining the text from the transcription system, the method may also include presenting, by the device, the audio such that the text as presented is substantially aligned with the audio.