A system and method for assisting with interactions between agents and customers using an artificially intelligent assistant is disclosed. The artificially intelligent assistant monitors interactions between agents and customers and identifies assistive actions to be taken that increase efficiency of the interaction as well as customer satisfaction. The artificially intelligent agent can also identify new communication modes appropriate for assistive actions, allowing agents to seamlessly communicate with customers over a wide range of different communication modes, such as phone calls, texts, emails and other messaging applications.

.[.Anonymous voice communication between a first station and a second station is facilitated by providing an interface that allows input of a transaction specification from at least one of the first and second stations. A reference code associated with the transaction is generated, there being a defined relationship between the reference code and the address of the second station for voice communication. The reference code is supplied to the first station, and a voice communication request and the reference code are received from the first station. The reference code is used to recover said address and a channel for voice communication is opened between said first and second stations. Voice communication can thereby be established between the first and second stations without providing the address of the second station to the first station..]. .Iadd.An Internet-based service system for data mining user information is herein disclosed and enabled. The disclosed service may facilitate users posting information, advertising products or services, connecting to other users, and making transactions over the Internet. Data obtained from each transaction submitted through the service are data mined. The collected data may include personal information, private data, interests, intellectual property, and the like. To create transactions, the service system may create a proposed transaction specifying a transaction between a first and a second parties based, at least in part, on data mining the first party's history of transactions. The service system may transmit a reference code to the first party related to the proposed transaction, and wait to receive a communication request from the first party employing the reference code. The reference code may include text, image(s), video(s), audio, or communication link(s), and the proposed transaction may be an advertisement..Iaddend.

Methods and apparatus implementing a telephony terminal for connecting a telephone to a data network. In one implementation, telephony system includes: a phone connection for connecting to a telephone; a network connection for connecting to a network; and a controller connected to said phone connection and to said network connection; wherein said controller provides a phone service for processing information for said phone connection, said controller provides a network service for processing information for said network connection, and said controller provides a network voice service for converting information to and from a network voice format.

Meeting and conferencing systems and methods are implemented in a variety of manners. Consistent with one embodiment of the present disclosure, a method for operating an audio conference system that includes at least one logic circuit and a caller interface involves receiving incoming telephony calls at the caller interface. A logic circuit is used to authenticate incoming telephony calls. Menu options are provided to authenticated, incoming telephony calls. In response to a selection of the menu options, an incoming telephony call is prompted to select a callback number. The logic circuit monitors for a trigger event. A participant is called back using the selected call back number in response to detecting the trigger event. The called-back participant is then placed into a conference.

A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface (GUI) to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session indicator, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions. Agent session data accessed by the communications handler allows selection of agents authorized and available to handle the incoming communication session.

Methods and apparatus implementing a telephony terminal for connecting a telephone to a data network. In one implementation, a telephony system includes: a phone connection for connecting to a telephone; a network connection for connecting to a network; and a controller connected to said phone connection and to said network connection; wherein said controller provides a phone service for processing information for said phone connection, said controller provides a network service for processing information for said network connection, and said controller provides a network voice service for converting information to and from a network voice format.

A method and system are provided. The method includes automatically monitoring one or more voice communication sessions occurring on multiple communication devices to transcribe into text, by a processor-based voice-to-text transcriber, voices uttered by two or more respective participants other than a user in each of the voice communications sessions. The method further includes comparing, for each of the voice communication sessions, the topic of interest to conversation features derived from the text to detect a match there between. The method also includes providing the user with a summary of each of the voice communication sessions for which the match has been detected by said comparing step, the summary being based on the text. The method additionally includes automatically connecting the user to at least one of the voice communication sessions for which the summary thereof has been provided to the user.

Alerts are processed based on social networks. A person's contact information, as an example, may be associated with a social network. Each different social network may also have its own custom ringtone or other alert. Calls, texts, and other electronic messages may thus processed with the alert of the social network.

Certain aspects of the disclosure are directed to control of data communications services. According to a specific example, an apparatus is provided including one or more computer processor circuits configured and arranged to interface with remotely-situated client entities using a first programming language associated with a message exchange protocol between a data communications server and data sources, and to provide a database of communications services to the client entities. The apparatus further includes communications control circuitry configured and arranged to control communications routing for each respective client entity, by identifying, client-specific sets of control data derived from programming instructions received over the message exchange protocol and corresponding to a second programming language that is compatible with the first programming language, and providing the communications services to end-users of the client entity based on the client-specific sets of control data including particular routing functions for emergency notifications.

A virtual assistant application, system, and service that interacts with a caller over a telephone, cellular, or VoIP network as the called party's representative when the called party is unavailable, providing answers to queries and performing commands that were provisioned by the called party. The application includes a telephony interface, speech recognition and synthesis, a dialog manager, and knowledge domain. The application can also be configured to interact with a sender of SMS, MMS, or IM messages.