Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.

A method and system are provided. The method includes identifying content in a telecommunication session between a caller and one or more other parties. The method further includes dynamically personalizing media provided to the caller on a telecommunication device during at least a portion of a subsequent telecommunication session between the caller and at least one of the one or more other parties based on the identified content in the telecommunication session. The telecommunication session occurs prior to the subsequent telecommunication session.

Methods of and systems for establishing an augmented communication channel between an interactive voice response (IVR) system and an electronic device associated with a user are disclosed. A first method comprises sending, an audio call request; establishing an audio channel; establishing a data channel between the IVR system and the electronic device; receiving, via the data channel, IVR tree data, the IVR tree data allowing association of a position of the user with respect to the menu navigation structure; sending, via one of the audio channel and the data channel, a user selection relating to the IVR tree data; and receiving, via the other one of the audio channel and the data channel, an updated position of the user with respect to the menu navigation structure based on the user selection. A method to be executed by the IVR system is also disclosed.

Systems and methods for customizable user experience service include receiving a first user interaction from a user device at a service platform of a service provider. First instructions are retrieved from a predictive management device based on the first user interaction with the service platform. The service platform may provide the first user interaction to the predictive management device from which the predictive management device may determine the first instructions. The service platform generates a first customized user experience based on the first instructions. The first customized user experience is provided to the user device.

A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry message or call from a user device, identifying and authorizing the user from inquiry message information received from the inquiry message, retrieving a user profile comprising at least one user preference, applying the at least one user preference to a user call processing application, and transmitting menu options to the user device based on the applied at least user preference.

Methods and apparatus for customizing a telephone are disclosed in which preferred communication services are conveniently accessible to a user, in which a telephone is tailored to the specific requirements of a user.

An expandable or all-in-one telephone system is designed for seniors suffering from Alzheimer's and other forms of dementia as well as other cognitively challenged individuals. The features and settings are managed by their caregivers through a web browser or a smartphone application. This phone system provides caregivers with peace of mind and care-receivers with an easy-to-use safe system customized to fit their individual abilities and adaptable as their needs change. Accordingly, the system may help seniors retain dignity and independence, while reducing daily stress points for caregivers.

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.

Methods and apparatus for customizing a telephone are disclosed in which preferred communication services are conveniently accessible to a user, in which a telephone is tailored to the specific requirements of a user.

An expandable or all-in-one telephone system is designed for seniors suffering from Alzheimer's and other forms of dementia as well as other cognitively challenged individuals. The features and settings are managed by their caregivers through a web browser or a smartphone application. This phone system provides caregivers with peace of mind and care-receivers with an easy-to-use safe system customized to fit their individual abilities and adaptable as their needs change. Accordingly, the system may help seniors retain dignity and independence, while reducing daily stress points for caregivers.