The need for efficient and effective communications is of key importance to contact centers. Agent communications with customers are designed to maximize results while minimizing resources, in particular the time required for human agents to be engaged with a particular customer. Often the impact of two agents on a communication can both improve customer satisfaction and better produce the intended result of the communication. However, two (or more) live agents is resource intensive. By providing a virtual agent controlled, entirely or in part, by a live agent, the customer may be presented with the appearance of two agents while requiring the human resources of a single agent.

A user terminal emulation server maintains a database identifying network addresses, UI capabilities, and communication protocols of I/O user devices. Communication sessions are established between a user terminal emulation application and a network entity and I/O user devices proximately located to a user and provide a combined I/O user interface. Delay profiles are determined between the application and the I/O user devices. A downlink flow from the network entity is split into a plurality of downlink flow components assigned to the I/O user devices. For each of the downlink flow components, the server formats the component for transmission to the assigned I/O user device, initiates transmission of the formatted downlink flow component to the assigned I/O user device, and controls timing for when the formatted downlink flow component is transmitted to the assigned I/O user device based on the delay profile associated with the assigned I/O user device.

Systems and methods are disclosed for generating a dynamic customized script to facilitate communication between a user and a service provider. The method includes receiving, via an interactive voice response (IVR) system, a request from a mobile device associated with at least one user. The contextual information associated with at least one user is processed, in real-time, based, at least in part, on the request. A dynamic customized script specific to the request is generated, in real-time, based, at least in part, on the processing of the contextual information. The request is routed, via the IVR system, to an agent from a pool of agents of the service provider. A presentation of the dynamic customized script is generated in a user interface of a device associated with the agent, wherein the dynamic customized script is step-by-step guidance to the agent for handling the request of at least one user.

A computerized-method for redirecting inbound-voice-interactions to digital channels in a contact center, is provided herein. The computerized-method includes: (i) operating a digital-qualifier module to determine a digital-medium-transition-quotient, of an inbound-voice-interaction of a customer in an inbound-queue. The digital-medium-transition-quotient is an indication of a level of suitability of a digital-communication-channel to resolve a customer issue; (ii) operating an interaction-redirection module to determine a digital-communication-channel for redirection of the inbound-voice-interaction, based on customer-preference and the determined digital-medium-transition-quotient; and (iii) forwarding the inbound-voice-interaction and the determined digital-communication-channel to an Automatic Call Distribution (ACD) system to be carried-out by an agent via the determined digital-communication-channel when the determined digital-medium-transition-quotient is above a preconfigured threshold.

A user terminal emulation server maintains a database identifying network addresses, UI capabilities, and communication protocols of I/O user devices. Communication sessions are established between a user terminal emulation application and a network entity and I/O user devices proximately located to a user and provide a combined I/O user interface. Delay profiles are determined between the application and the I/O user devices. A downlink flow from the network entity is split into a plurality of downlink flow components assigned to the I/O user devices. For each of the downlink flow components, the server formats the component for transmission to the assigned I/O user device, initiates transmission of the formatted downlink flow component to the assigned I/O user device, and controls timing for when the formatted downlink flow component is transmitted to the assigned I/O user device based on the delay profile associated with the assigned I/O user device.

Method starts with processing, by processor, receiving audio signal of communication session between member-related client device and agent client device. Processor processes audio signal to generate caller utterances, each including audio caller utterance and transcribed caller utterance. Caller utterances includes first and second caller utterances. For each of the plurality of caller utterances, processor generates relationship data based on transcribed caller utterance, generates identified task based on transcribed caller utterance, and generates task completion probability result based on audio caller utterance, relationship data, and identified task, and stores the task completion probability result in a database. Processor computes agent action ranking score that is based on difference between task completion probability result of first caller utterance and task completion probability result of second caller utterance that precedes first caller utterance. Processor generates agent action result including the agent action ranking score. Other embodiments are disclosed herein.

A process includes receiving, from a user identity, instructions for output characteristics including one or more of audio characteristics for rendering or capturing audio data or visual characteristics for rendering or capturing visual data. The process also includes determining, in response to the received instructions, output controls which effect the one or more of audio characteristics or visual characteristics, and associating the output controls with an online identity or resource. The process further includes storing the associated output controls and detecting an interaction with the online identity or resource. Moreover, the process includes accessing, in response to the detection of the interaction, the stored output controls, and enabling an effect, based on the output controls, of one or more of the audio characteristics or the visual characteristics with respect to interaction with the online identity or resource.

Method starts with processing, by processor, receiving audio signal of communication session between member-related client device and agent client device. Processor processes audio signal to generate caller utterances, each including audio caller utterance and transcribed caller utterance. Caller utterances includes first and second caller utterances. For each of the plurality of caller utterances, processor generates relationship data based on transcribed caller utterance, generates identified task based on transcribed caller utterance, and generates task completion probability result based on audio caller utterance, relationship data, and identified task, and stores the task completion probability result in a database. Processor computes agent action ranking score that is based on difference between task completion probability result of first caller utterance and task completion probability result of second caller utterance that precedes first caller utterance. Processor generates agent action result including the agent action ranking score. Other embodiments are disclosed herein.

Method starts with processing, by processor, receiving audio signal of communication session between member-related client device and agent client device. Processor processes audio signal to generate caller utterances, each including audio caller utterance and transcribed caller utterance. Caller utterances includes first and second caller utterances. For each of the plurality of caller utterances, processor generates relationship data based on transcribed caller utterance, generates identified task based on transcribed caller utterance, and generates task completion probability result based on audio caller utterance, relationship data, and identified task, and stores the task completion probability result in a database. Processor computes agent action ranking score that is based on difference between task completion probability result of first caller utterance and task completion probability result of second caller utterance that precedes first caller utterance. Processor generates agent action result including the agent action ranking score. Other embodiments are disclosed herein.

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (IVRs) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.