A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.

A method for improving a transcription may include identifying, in the transcription, reliable channel tokens of an utterance of a reliable channel and an unreliable channel token of an utterance of an unreliable channel, and generating, using a machine learning model, a vector embedding for the unreliable channel token and vector embeddings for the reliable channel tokens. The method may further include calculating vector distances between the vector embedding and the vector embeddings, and generating, for the unreliable channel token and using the vector distances, a score corresponding to a reliable channel token. The method may further include determining that the score is within a threshold score, and in response to determining that the score is within the threshold score, replacing, in the transcription, the unreliable channel token with the reliable channel token.

A contact center network including a contact center unit connected via a communication network to a plurality of agents and to a plurality of IoT devices, wherein each one of the plurality of IoT devices is equipped with sensor devices adapted to measure predetermined IoT measurement data, and at least one actuator device adapted to control the IoT device remotely, wherein the contact center unit is connectable to the sensor devices and the actuator devices via a IoT middleware unit adapted to receive an incident notification, if sensor measurement data matches a predetermined criterion indicating an incident, and wherein the contact center unit includes a routing unit adapted to route a contact based on the incident information comprised in the incident notification to an agent. Further, embodiments relate to a method for establishing a communication session in a contact center network.

A technology that facilitates implementation of verified routing scripts for a dynamic routing engine (DCE) of one or more automatic call distribution (ACD) systems is disclosed. Exemplary implementations may: emulate a DRE of one or more ACD systems; provide a training corpus to simulate inbound telephony calls to the DRE and simulate context of the simulated inbound telephony calls; obtain to-be-executed routing scripts; execute the routing scripts on emulated DRE with the provided training corpus to simulate inbound telephony calls to the DRE under the simulated context of the simulated inbound telephony calls; determine that the routing scripts executed within defined parameters; in response to the determination, verify the routing scripts; and provide the verified routing scripts for execution on a live DRE of one or more active ACD systems.

A system and methods for contact center fault diagnostics, comprising a diagnostic engine and datastore of test cases used for testing components and services in a contact center, designed to operate on a contact center with a specified test campaign, allowing a contact center's various services and systems to be tested either internally or externally in an automated fashion with specified testcases being used to specify the format and expectations of a specific test, with reports of failures and points of failure being made available to system administrators.

A contact center network including a contact center unit connected via a communication network to a plurality of agents and to a plurality of IoT devices, wherein each one of the plurality of IoT devices is equipped with sensor devices adapted to measure predetermined IoT measurement data, and at least one actuator device adapted to control the IoT device remotely, wherein the contact center unit is connectable to the sensor devices and the actuator devices via a IoT middleware unit adapted to receive an incident notification, if sensor measurement data matches a predetermined criterion indicating an incident, and wherein the contact center unit includes a routing unit adapted to route a contact based on the incident information comprised in the incident notification to an agent. Further, embodiments relate to a method for establishing a communication session in a contact center network.

The embodiment is a chat-based method to display to the end user a greeting or a custom message based on qualifiers saved in the database. The system allows triggering interaction between a web page visitor and the embodiment user being a webpage or application owner. Real-time processing and conditions set up in the HTTP Server and Customer State server allows associating particular visitors with conditions which may be either inclusive or exclusive based on one or more logical qualifiers. It allows the user of the embodiment to set up a velocity with which agents may be able to respond as an outcome of potential greeting what shall address the issues of queues delaying customer service process.

Allocation of resources utilized by a contact center remains a balancing act between the burden of having resources that are generally underutilized and underperforming due to resource constraints. Many contact centers support a variety of communication types (e.g., audio-video, audio, text, email, etc.) associated with a respective communication channel. Communications may be dynamically incentivized or allocated from one communication channel having greater resource demands to another communication channel having lesser resource demands. Additionally, the resources of the contact center may be shared by customers of clients utilizing the contact center. As a result, one customer having a spike in demand may have their, and/or another customer's, communications reallocated to the less demanding channel to manage contact center resource utilization.

The present invention relates to a contact center network (1) comprising a contact center unit (2) which is connected via a communication network (3) to a plurality of agents (4) and to a plurality of IoT devices (5), wherein each one of the plurality of IoT 10 devices (5) is equipped with at least one sensor device (6) adapted to measure predetermined measurement data in that IoT device (6), and at least one actuator device (7) adapted to control the IoT device (5) remotely, wherein the contact center unit (2) is connectable to the sensor devices (6) and the actuator devices (7) via a middleware unit (8) comprising IoT middleware, the contact center unit (2) being 15 adapted to receive an incident notification comprising incident information created and transmitted by the IoT middleware, if the measurement data of any one of the sensor devices (6) matches a predetermined criterion indicating an incident, and wherein the contact center unit (2) further comprises a routing unit (9) adapted to route a contact (19) based on the incident information comprised in the incident notification to an agent 20 (4). Further, the present invention relates to a method for establishing a communication session in a contact center network (1).

A technology that facilitates implementation of verified routing scripts for a dynamic routing engine (DCE) of one or more automatic call distribution (ACD) systems is disclosed. Exemplary implementations may: emulate a DRE of one or more ACD systems; provide a training corpus to simulate inbound telephony calls to the DRE and simulate context of the simulated inbound telephony calls; obtain to-be-executed routing scripts; execute the routing scripts on emulated DRE with the provided training corpus to simulate inbound telephony calls to the DRE under the simulated context of the simulated inbound telephony calls; determine that the routing scripts executed within defined parameters; in response to the determination, verify the routing scripts; and provide the verified routing scripts for execution on a live DRE of one or more active ACD systems