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.

An emergency report can be made to a plurality of emergency services. Provided is a communication control device 2 housing a subscriber terminal 1, and the communication control device 2 includes: a call control unit 21 that connects an emergency call made from the subscriber terminal 1 to an emergency-call reception switchboard 5; and an outgoing/incoming call inhibition unit 22 that inhibits outgoing/incoming calls from/to the subscriber terminal 1 in a prescribed period, when the emergency call is disconnected by the subscriber terminal 1. The outgoing/incoming call inhibition unit 22: when a call is made from the subscriber terminal 1 in the prescribed period, determines whether the call is an emergency call or a general call; in a case of an emergency call, cancels inhibition for outgoing/incoming calls from/to the subscriber terminal 1 and connects the call by using the call control unit 21; and in a case of a general call, does not connect the call.

A transmission system includes a first information processing apparatus and a second information processing apparatus. The first information processing apparatus includes: a material transmitter that uploads material data to a third information processing apparatus; an operation acquiring unit that acquires an operation by a user and outputs operation information indicating the acquired operation; and a transmission side controller that causes a transmission side display unit to display the material data and changes how the material data is displayed in accordance with the operation by the user. The second information processing apparatus includes: a material receiver that downloads the material data from the third information processing apparatus; and a reception side controller that causes a reception side display unit to display the downloaded material data and changes how the material data is displayed in accordance with the operation information acquired by the first information processing apparatus.

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 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.

The present disclosure provides method and apparatus for responding in a voice conversation by an electronic conversational agent. A voice input may be received in an audio upstream. In response to the voice input, a primary response and at least one supplementary response may be generated. A primary voice output may be generated based on the primary response. At least one supplementary voice output may be generated based on the at least one supplementary response. The primary voice output and the at least one supplementary voice output may be provided in an audio downstream, wherein the at least one supplementary voice output is provided during a time period adjacent to the primary voice output in the audio downstream.

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.

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 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.