The present disclosure provides systems and methods for routing incoming communications, such as calls, to a customer service representative or live agent. Specifically, the present disclosure provides a communication routing platform that can forward calls from multiple phones numbers to one or more call centers or live agents as well while simultaneously forwarding instructions for handling the calls.

The present disclosure provides systems and methods for routing incoming communications, such as calls, to a customer service representative or live agent. Specifically, the present disclosure provides a communication routing platform that can forward calls from multiple phones numbers to one or more call centers or live agents as well while simultaneously forwarding instructions for handling the calls.

A user has access to first and second telephony services. A call setup request directed to a first telephony party identifier associated with the first service is received from a caller and it is determined that the user is not available via the first service. A call setup request is transmitted to a telephony service destination associated with the second service to establish a telephony session between the caller and the destination. Media data transmitted during the session is caused to be captured using a media capture device intermediate the caller and the destination. The captured media data or media data derived therefrom is stored in a media data store so that the user can access the media data after the end of the session to determine what media data was transmitted during the session. The stored media data or media data derived therefrom is made accessible by the user.

A structure and method includes a detector to determine that a caller is waiting for service. A presentation module presents an advertisement to the waiting caller, wherein a compensation is paid to have the advertisement presented to the waiting caller.

A structure and method includes a detector to determine that a caller is waiting for service. A presentation module presents an advertisement to the waiting caller, wherein a compensation is paid to have the advertisement presented to the waiting caller.

A system and a method for providing resiliency in a telephony communication system are provided. The method includes: receiving registration information that relates to a requested service, the registration information including a service name, a resource identifier such as a directory number, at least one pool, and status information; and mapping the received registration information to a database that associates the name of the requested service with the resource identifier and each pool and associates each pool with the status information; and transmitting at least two Uniform Resource Locators (URLs), including a primary URL and a backup URL, for providing the requested service.

A system and a method for processing a message on a processing platform, such as a Kafka processing platform, are provided. The method includes: acquiring a plurality of partitions from the messaging platform; designating a first partition from among the plurality of partitions as a sticky partition; generating a plurality of routing keys that are configured to route messages to the sticky partition; using a first routing key from among the plurality of routing keys to identify a first service subscription; subscribing to a second service using the first routing key; and receiving a message transmitted by the second service.

A system, method, and computer-readable medium for performing a customer service interaction estimation operation, comprising: training a customer service interaction estimation system using a training dataset of cases to provide a trained predictive model; identifying current open cases via the customer service interaction system; applying the trained predictive model to the current open cases to identify low customer experience cases; generating an estimation output relating to the current open cases, the estimation output identifying an open case subset of cases having a high risk of high effort to resolve.

A system, method, and computer-readable medium for performing a customer service interaction estimation operation, comprising: training a customer service interaction estimation system using a training dataset of cases to provide a trained predictive model; identifying current open cases via the customer service interaction system; applying the trained predictive model to the current open cases to identify low customer experience cases; generating an estimation output relating to the current open cases, the estimation output identifying an open case subset of cases having a high risk of high effort to resolve.

In an example embodiment, a solution is provided that provides multiple call control service instances for each media server instance. When one of the call control service instances needs to be updated, the media server is instructed to direct newly received voice calls to another of the call control instances. The call control service instance to be updated remains operating normally until all voice calls handled by that call control service instance have ended naturally, but any new calls received during that time are directed to one of the other call control service instances. Only once all the voice calls handled by the call control service instance to be updated have ended is that call control service instance actually updated, without having had to disconnect a live call.