Managing redundant multi-channel interactions in a contact center includes determining that the contact center has received a first contact and a second contact via respective channels, the second contact being received while the first contact is on-going. Managing also includes identifying that the first contact and the second contact are redundant or relate to an unknown topic and inquiring of the customer as to whether to proceed with either one or both of the first contact or the second contact. Furthermore, continuing with at least one of the first contact or the second contact is performed based on the response, each of the first contact and the second contact associated with a respective wait queue. Then one or both of the contacts can be assigned to an agent.

First information is captured based on monitoring interactions between a user of a communication device and multiple entities. Second information is determined based on monitoring a schedule including upcoming scheduled activities. An incoming call indication and at least a calling phone number related to an incoming call for the communication device are received. Contextual information related to at least the calling phone number and a relevance factor indicating a level of relevance of the incoming call are determined based on the first information and the second information. An indication of the incoming call, the contextual information, and the relevance factor are provided on the communication device.

An intermediary device to enhance and route data messages between end user and contact center agent computing devices in a contact center environment is provided. The intermediary device can be disposed in a data communication path of a contact center between an electronic communications network and a contact center agent computing device. The intermediary device can include a data message replication mechanism, a data message aggregator mechanism, or a data message analysis mechanism. The intermediary device can receive a data message. The data message replication mechanism can intercept and replicate the data message to generate a replicated data message. The data message analysis mechanism can generate, from the replicated data message, derivative content. The data message aggregator mechanism can combine the derivative content with the data message to create an enhanced data message that can be provided to the contact center agent computing device in the contact center environment.

A scalable virtual conferencing system which implements a hub and spoke architecture. For example, one embodiment of a scalable virtual conferencing system comprises: a participant management module to logically group each participant in the virtual conferencing system into a hub or one of a plurality of spokes; and a data flow management module to control communication of information between participants in the spokes and participants in the hub, the data flow management module to limit intercommunication from the spokes to the hub in accordance with the manual user input and/or participant management policy; wherein at least one participant in a first spoke is designated as a spoke leader for the first spoke, the spoke leader logically grouped into both the hub and the first spoke, the data flow management module to allow information generated within the first spoke to be propagated into the hub based on input from the spoke leader.

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.

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.

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.

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.

An electronic device having a call handling function and operation method therefor are provided. The electronic device may include a display, a memory configured to store first contact information of a counterpart, a transceiver, and at least one processor. The at least one processor may be configured to control for sending a request for first contact information of the counterpart through the transceiver to an external electronic device in response to a user request, receiving second contact information of the counterpart through the transceiver from the external electronic device, and presenting the first contact information and second contact information on the display.

Embodiments of a method and/or system of transmitting and/or receiving data is disclosed.