Prompt snippets (typically 800 ms long) that are used to detect voice prompts within a call waveform may be divided into smaller sniplet portions (approx. 100 ms) long. The presence of a prompt in a call waveform may be detected by detecting the sniplets and determining if a sufficient number of the sniplets of a snippet were detected in sequence and within allowable time constraints. The use of sniplets improves accuracy of prompt detection in call waveforms in lower quality transmissions.

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.

Methods and system for integrating video content in a video conference session are provided herein. In some embodiments, the system comprises a plurality of user devices corresponding to a presenter attendee and a plurality of non-presenter attendees of the video conference, where each of the plurality of user devices comprising: a video conferencing application, comprising: a first interface for receiving connection information to the video content as selected by the presenter attendee; a second interface for embedding and displaying the video content on each of the plurality of user devices, wherein the video content is streamed directly from the content provider to each of the plurality of user devices; and a video conference server for relaying state changes of the content video content as the video content is streamed to the plurality of non-presenter user devices.

In a method of controlling a real-time conference session there is a first user and a second user connected to a media processing unit. The first user has a passive mode wherein data is received at and transmitted by the first user's communication terminal as passive data but not received by the communication terminal of the second user and an active mode wherein the data is received and transmitted by the first user's terminal and received by the second user's terminal as active data. When the first user switches from the passive mode to the active mode there is a duration of the conference call that is left to be transmitted to the second user. That portion has been recorded and is played at a faster rate to the second user.

Merchant/consumer calls may be recorded and evaluated according to a variety of criteria. The call recordings and analyses thereof, as well as consumer tracking information, may be displayed in a user interface of a web-based online portal for convenience in evaluating the use and efficacy of marketing channels as well as the quality of merchant/consumer interactions. In an aspect, the user interface provides call visualization in the form of audio data from a telephone call displayed as a waveform on a call timeline. The call may be (automatically or manually) annotated with various business-value-specific keywords spoken during the telephone call, and markers for these keywords can be presented on the call timeline to visually indicate the keyword and the time during the call when the keyword was spoken. A business value for the call may be determined based at least in part on keywords spoken during the call.

Systems and methods for efficient management of an audio/video conference are disclosed. The methods comprise recording voice data of a first user connected to a conference while the user is in a first state, determining the first user is talking while in the first state, and initiating playback of the recorded voice data of the first user to a plurality of other users, wherein a playback rate of the recorded voice data is variable.

Leveraging time-based comments on communications recordings is described. A system determines a comment time for a communications recording associated with a database record. The system receives a comment for the communications recording and generates a comment thread which includes the comment. If a media player is displaying a player control that is associated with the communications recording, the system causes the comment time and the comment thread and/or a comment thread indicator to be displayed with the player control that is displayed by the media player. The system initiates generation of a feed item, which includes the comment and references the communications recording, thereby causing the output of the feed item via an information feed associated with the database record to any system user associated with the database record.

Systems and methods for efficient management of an audio/video conference are disclosed. The methods comprise recording voice data of a first user connected to a conference while the user is in a first state, determining the first user is talking while in the first state, and initiating playback of the recorded voice data of the first user to a plurality of other users, wherein a playback rate of the recorded voice data is variable.

Contact centers strive to provide a positive and productive customer-agent interaction to successfully resolve the issue for a call. While audio content, such as music or messages, on hold are commonplace, selecting audio enhancements to be inserted into, and concurrently with, the customer-agent provides the customer and/or agent with cues and motivations to promote the successful completion of the call. Cues may be provided to announce the arrival or departure of an agent, virtually take a customer from one location to another for a different portion of the interaction, add excitement and anticipation to an upcoming event by providing an audio experience foreshadowing of the actual event, calm frayed nerves, or other purpose.

Methods, systems, and apparatus, including computer programs encoded on computer storage media, for announcing and detecting automated conversation are disclosed. One of the methods includes initiating, over a natural language communication channel, a conversation with a communication participant using a natural language communication method that includes a dialogue of natural language communications. The communication participant is determined to be automated using a pre-defined adaptive interactive protocol that specifies natural language linguistic transformations defined in a sequence. The conversation can be transitioned to a communication method that is different form the natural language communication method in response to determining that the communication participant is automated.