Inbound call system and method implementations that provide sponsors of resident media and/or communications devices priority inbound calling host inbound calling accounts established by non-residents sponsors of sponsored resident devices. A unique address identifier (AID) of each sponsored resident device is associated with a particular non-resident sponsor (and a particular resident). Inbound calls to sponsored resident media and/or communications devices are received, the calling party is authenticated as associated with an AID of the called resident device the party is calling, and it is determined whether the calling party is a sponsor of the called resident device. If so, any ongoing call, and/or other activity, taking place on the sponsored resident device is interrupted and the non-resident inbound call is connected with the sponsored resident device.

Sponsorship of controlled-environment facility resident media and/or communications devices by non-residents may include associating a non-resident with an address identifier of a sponsored resident media and/or communications device and associating a controlled-environment facility resident identified by the non-resident with the address identifier of the sponsored device. Thereafter, inbound calls to the sponsored device are connected as a result of confirming that an inbound calling party is associated with the address identifier of the sponsored device and verifying that the resident operating the sponsored device is associated with the address identifier of the sponsored device. Revocation of sponsorship of the sponsored device removes or deactivates association of the non-resident with the address identifier of the sponsored device and removes or deactivates association of the controlled-environment facility resident with the address identifier of the sponsored media and/or communications device.

There are disclosed techniques for determining whether to establish a call in a click-to-call environment. In one embodiment, there is disclosed a method, comprising the step of receiving a communication resulting from an interaction between a user and a click-to-call feature. The method also comprises the step of performing an analysis of the communication to determine a risk in connection with the communication. The method further comprises determining whether to establish a call between the user and a helper associated with the click-to-call feature based on the risk in connection with the communication.

A computing apparatus configured to perform natural language processing, e.g., by comparing the words in a communication transcript of a user to a list of keywords, to generate an input vector representing a pattern of text in the communication transcript. A predictive model is generated from correlating input vectors to user ranking scores, e.g., for retention. The input vector determined from a communication transcript is applied to the computation model to compute a predicted retention score of the user. The retention score can be used, for example, to select a personalized recommendation for a communication connection to an adviser and/or a targeted offer.

A method and apparatus for a computer-implemented technique for maximizing customer satisfaction and first call resolution, including converting telephone calls into online chats, while minimizing cost is provided. Techniques for incorporating analytics as applied to customer data into particular strategies for call deflection, targeting particular individuals to increase chat acceptance rate, and computing a customer's wait time are also provided.

The disclosure relates to a method for web real-time voice communication based on two-dimensional code scanning which, even when the called party does not have its own web, can automatically generate a temporary web embedded with a web communication plug-in for the called party by a network voice communication SIP server, and realizes web real-time voice communication based on two-dimensional code scanning. In addition, by using the web real-time voice communication technology, the calling party can communicate with the called party without downloading and installing the client, and the calling party can call and communicate with the called party answering terminal by the web real-time communication SIP server and the network voice communication SIP server, only with the need to scan a two-dimensional code to use the web communication plug-in on the web of the called party or the temporarily generated web.

According to one example, a method includes providing an interactive call menu creation service to a client device. The method further includes receiving a first dataset from the client device of an entity via the interactive call menu creation service, the first dataset including a call structure that defines a plurality of communication destinations and destination addresses for the communication destinations. The method further includes, in response to receiving the first dataset, generating a second dataset, the second dataset comprising code for embedding in a webpage to provide an interactive call menu for establishing communication to the plurality of communication destinations. The method further includes sending the second dataset to the client device in response to receiving the first dataset.

A system and method for using enhanced QR codes in a call to action, that provides enhanced functionality for generating a call to action element or providing personalized content when scanned, and that combine additional data dimensions with existing QR code technologies to expand the QR code capability beyond what is enabled by standard QR code specifications.

The present disclosure is directed to syncing data related to voice calls via dynamically assigned virtual phone numbers. A system receives a voice call entry from a content provider. The system access a lot data structure to parse the log data structure. The system matches a device identifier of the voice call entry with a device identifier of the log entry. The system determines that a predetermined threshold is satisfied by a time or duration of the log entry. The system retrieves a virtual phone number from the log entry. The system performs a lookup to determine a content item impression identifier. The system stores data provided via the voice call entry.

A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessing information from a data source about workforce availability and state information; a processing component for processing queue information and workforce information; and a message generation and delivery component for generating a workforce allocation recommendation based on processing results and sending the recommendation to a target entity. In a preferred embodiment, the application periodically accesses the queue and the data source to obtain the most recent information for processing and generates periodic recommendations based on real-time requirements of events and availability states of resources, the recommendations sent ahead of time before the resources are required.