Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.

Systems and methods are provided for using a registry to assure parties receiving a communication, such as an incoming phone call, that the party sending the communication, such as the caller is, who it appears to be. In some embodiments the registry is a publicly accessible database which stores communication identifiers such as telephone numbers for parties in association with other data including data provided by the parties or others. The other data may include the name of the party associated with the identifier, a cryptographic public key used by the party as part of a public/private key pair, data representing the intent of the party in sending a communication, and parameters set by parties to be satisfied to receive communications or in determining how such communications should be handled. The system may provide the data representing the party's specific intention in that call or other communication to the party receiving the communication.

An architecture is provided for handling event notifications generated by a speech analytics module (“SAM”) that recognizes keywords present in the audio of a call between an agent in a contact center and a remote party. In one embodiment, an event handler module receives and forwards the event notifications to various application specific modules (“ASMs”). The forwarding process may vary on the content and/or type of event notification received. Each ASM performs the processing for a particular audio context and may generate call instance data that pertains to the audio context and indicates whether the agent complied with various requirements during the call. The call instance data may be stored in a file for evaluating the agent's performance. The ASM may also perform other actions as appropriate, such as providing visual indicators on the agent's computer desktop or notify the agent's supervisor.

A system and method for automated call analysis using context specific lexicons. A system includes memory and a processor configured to executed instructions. The system includes a recording component, a lexicon component, an analysis component, and a display component. The lexicon component defines a plurality of context specific lexicons, with each context specific lexicon having elements associated with one of a plurality of unique conversation segments. The analysis component configured to identify elements of the context specific lexicons, and associate each identified element with a time location in a telephonic conversation. The display component configured to graphically present a multi-line graph such that the intersections of the lines indicate transitions between the unique conversation segments.

A mobile communications device with a private zone and a non-private zone and methods of displaying communications in the same. In one embodiment, the mobile communications device includes a display having a private zone in which viewing is relatively more restricted and a non-private zone in which viewing is relatively less restricted. The mobile communications device further includes a transceiver to transmit and receive communications and an electronic processor electrically coupled to the transceiver and to the display. The electronic processor is configured to receive a message and determine whether the message is private. The electronic processor displays the message in the private zone when the message is private.

A system and method is provided for providing searchable customer call indexes. Consistent with disclosed embodiments, a system may receive call information associated with telephone conversations between callers and a vendor, the call information including an audio recording or transcript for each telephone conversation. The system may also identify one or more keywords from the audio recordings or transcripts and index the call information into one or more indexes based on the identified keywords. Finally, the system may determine search results responsive to a search query based on the indexing. In some embodiments, changes to customer service may be identified based on the search results.

Systems and methods are provided that may be implemented in a real time manner by an information handling system (the “client system”) to monitor one or more characteristics of a voice over internet protocol (VOIP) discussion, to use these monitored VOIP characteristics to identify one or more condition/s in real time as they are identified to occur during the current VOIP discussion, and to determine to take one or more automatic actions based on the identified VOIP condition/s so as to inform and/or alert a current human user of the client system to the occurrence of the identified VOIP condition/s as they occur.

A system and method for monitoring customer satisfaction in an ongoing call center interaction is provided. Information about a signal indicating customer dissatisfaction is provided to one or more customers of a call center prior to a start of interactions between one or more agents of the call center and the one or more customers. The interactions are began, including connecting one of the customers to one of the agents by call center after the information is provided. The interactions are monitored for a receipt of the signal from the customer. An action is taken by the call center upon a receipt of the signal.

Various embodiments of methods, systems, and computer programs are disclosed for providing advertisements in a conference user interface. One embodiment is a method comprising: a conferencing system establishing a conference between a plurality of participants via a corresponding computing device connected to the conferencing system via a communication network; presenting a conference user interface to the computing devices, the conference user interface displaying each of the participants as a unique participant object in a virtual location; an online advertising platform selecting advertisement data from one or more advertisers; providing the selected advertisement data to the conferencing system; and displaying the advertisement data with an associated advertisement object in the virtual location during the conference.

Filtering incoming calls according to predicted preferences of a user. User preferences are predicted by analysis of user behavior, online activity, oral queues, and purchasing history. Data analysis includes weighting caller and user attributes according to a scheme that is dynamically updated by applying user feedback and/or machine learning processes.