A computing apparatus uses an interactive user assessment test to identify and/or assess the need and skills of the user as part of an enrollment process for the user to register for the services of the system that provides real time communications connections between users and advisers. The advisers provide coaching services over real time communications connections provided via the system. A recommendation engine is configured to use the assessment results to recommend advisers for the user based on the need and skills of the user, as well as the real time availability of the advisers to provide the coaching services.

A device for providing a communication service is provided. The device receives an address for establishing a communication session. Environmental data from an environment of the device is collected. The device determines whether the address corresponds to a communication recipient for which the environmental data is to be sent to supplement the communication session. A request for the communication session is placed based on the address, and the communication session is established upon answer of the request. The environmental data is sent over the wireless network and to the communication recipient after establishing the communication session with the communication recipient and determining that the address corresponds to the communication recipient for which the environmental data is to be sent to supplement the communication service.

A computer-implemented method for managing calls in a collaboration environment is provided. The method includes receiving, by a processor, a call into a collaboration session of the collaboration environment. The method also includes identifying, by the processor, a user from a plurality of users associated with the collaboration session, based on at least one of contextual information regarding the call and information regarding the plurality of users. The method further includes providing, by the processor, an interface on a device associated with the identified user, wherein the interface enables the identified user to instruct the device to handle the call within the collaboration session.

The embodiments herein provide a method for managing communication notes during a call at an electronic device. The method includes detecting the call associated with a contact stored in the electronic device. Further, the method includes retrieving at least one communication note comprising at least one data item for the contact. Further, the method includes causing to display the at least one communication note on a screen of the electronic device while the call is ongoing, wherein the at least one communication note is associated with an indicia indicating a priority level.

A company may implement automated workflows for convenience of users or to reduce support costs. For example, allowing a user to change an address using an automated workflow may be faster or less expensive than with a human agent. In some instances, a first communications session may be started between a first user and a second user. During the first communications session, one or more communications may be processed to select an intent of the first user and a value of an information item communicated by the first user. An automated workflow may be selected to continue assisting the first user, and the first user may be transferred to a second communications session with the automated workflow. The automated workflow may be initialized with the value of the information item that was provided during the first communications session so that the first user does not need to repeat information.

Implementations of the present application relate to caller preview data and call messages based on caller preview data. In some implementations, a method includes sending, by a caller device, a call request to one or more callee devices, and establishing a connection to at least one callee device prior to receipt of an acceptance of the call request by the callee device. At least a portion of caller preview data is transmitted to the callee device over the connection prior to the receipt of the call acceptance. In response to determining that the at least a portion of the caller preview data has been transmitted for a particular time period without receipt of the acceptance of the call request, information is transmitted to instruct a call message to be stored on the callee device, where the call message includes at least a part of the caller preview data.

An indication of a call from a first device to a second device is received. The indication includes making the call by a first user using the first device to a second user using the second device. Contextual information about the first user of the first device is received. User preferences of the second user receiving the call using the second device are determined. Responsive to determining the user preferences of the second user of the second device, an action the second device will take is determined based on the user preferences of the second user and the contextual information about the first user.

Embodiments disclosed herein provide systems, methods, and computer readable media for identifying information pertinent to an emergent event through social media postings. In a particular embodiment, a method provides, in an emergency contact center, receiving a communication initiated by an individual in response to an emergent event and identifying the individual. The method further provides identifying social media data of the individual created prior to receiving the communication and extracting first data pertinent to the emergent event from the social media data.

An indication of a call from a first device to a second device is received. The indication includes making the call by a first user using the first device to a second user using the second device. User preferences of the second user receiving the call using the second device is determined. A mode based on the user preferences of the second user is determined. Responsive to determining the mode, a question to transmit to the first device is determined. The question is transmitted to the first device. A response to the question from the first device is received. Responsive to receiving a response to the question from the first device, an action the second device will take is determined based on the received response from the first device.

Methods and apparatuses are described for determining customer service quality through digitized voice characteristic measurement and filtering. A voice analysis module captures a first digitized voice segment corresponding to speech submitted by a user of a remote device. The voice analysis module extracts a first set of voice features from the first voice segment, and determines an emotion level of the user based upon the first set of voice features. The voice analysis module captures a second digitized voice segment corresponding to speech submitted by the user. The voice analysis module extracts a second set of voice features from the second voice segment, and determines a change in the emotion level of the user by comparing the first set of voice features to the second set of voice features. The module normalizes the change in the emotion level of the user using emotion influence factors, and generates a service score.