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.

The present invention includes of a system and method to block calls to restricted numbers from call centers, in such a way that statistical data of all the calls made could be controlled, recorded and registered. Also, remote calls could be made which would be linked to a call center that also allows the monitoring of the quality of the calls made by sales agents in a call center. The sales agents can make the calls from a computer or from a land or mobile line. The system further includes a database with restricted numbers and a database with information of the clients and the recorded calls made by the agents, a centralized calls platform (CCP) with a server connected to the database which concentrates in one virtual place all the calls made by the different agents and controls the numeric menus with the corresponding options executed by an automated system of interactive voice response (IVR) that allows the platform to interact with an agent through the use of voice and touch input through a keypad, a variety of call stations and/or a central station or call center where the centralized platform is located.

Provided herein are methodologies, systems, apparatus, and non-transitory computer-readable media for providing an adjustable dual-tone multi-frequency (DTMF) phone system. The DTMF phone system includes a DTMF adjustment module that interfaces with a base DTMF phone system and retrieves call parameter values from at least one properties file. The call parameter value is indicative of an audio file to be played by the DTMF phone system, or a DTMF call flow option file. The DTMF adjustment module provides the call parameter values to the base DTMF phone system. The base DTMF phone system includes a number of variables, and a DTMF call flow is generated by assigning at least one of the call parameter values to one or more of the variables within the base DTMF phone system.

Disclosed herein is a method and system for providing a ringback tone (RBT). The system for providing an RBT to a user comprises: a sound file storage for storing a sound file; a user database receiving sound selection information from a user terminal, recording a sound identifier of the sound file corresponding to the sound selection information, receiving output position information of the selected sound file from the user terminal, and recording the sound position information; and an RBT providing unit reproducing a region which corresponds to the output position information from the sound file corresponding to the sound identifier with reference to the sound file storage and the user database so as to be provided as an RBT.

A device, system and method for providing machine learning prompts on a call at a contact center server are provided. A contact center (CC) server receives a call. The CC server receives, on the call, an indication of a queue, of a plurality of queues maintained by the CC server, into which to place the call. The CC server places the call into the queue indicated by the indication, the call placed into the queue in a hold state. A machine learning engine generates, based on historical data associated with the queue, one or more prompts for the call. The CC server provides the one or more prompts on the call during the hold state.

A call management system includes a control module to be operated via any combination of software and hardware; the control module to perform the steps of determine when a call is taking place between one or more users and providing one or more options to the one or more users for the management of the call to allow the users to communicate with multiple callers simultaneously.

Embodiments of the present invention provide a method, system and computer program product for CRM audio on hold. In an embodiment of the invention, a CRM audio on hold method includes identifying a caller associated with the telephone call received in a call processing gateway, selecting a record in a CRM application pertinent to the caller and inserting the selected record into a variable field of a template. The method also includes text-to-speech (TTS) processing the template into audio and returning the audio to the call processing gateway for playback to the caller while the caller is on hold.

A system and method for message-based call communication is provided. Speech utterances are obtained from a caller during a call with an agent. Each of the speech utterances are transcribed into a text message and the text messages are provided to the agent. One or more written responses, in reply to each speech utterance from the caller, are received from the agent. The written responses are converted to synthesized speech for providing to the caller. The speech utterances from the caller and the synthesized speech from the agent are processed and one or more characteristics of the caller and the agent are identified. A role for each of the caller and the agent is determined based on the identified characteristics.

Methods and systems for managing real-time conversations include are disclosed. In one or more examples, voice communications may be received from a caller and converted into textual elements. The textual elements may be analyzed to identify key concepts or expressions. A segment of a call script associated with the identified key concepts or expressions can be identified, and a plurality of selectable audio responses to present to the caller based upon the identified segment of the call script and the identified key concepts or expressions may be provided to the agent-operator. An audio response selected by the agent-operator from the selectable audio responses may be communicated to the caller. Other aspects, embodiments, and features are also included.

A device is configured to communicate on a mobile communications network. An incoming call is received, and it is determined that the incoming call meets a predetermined criteria indicating a probable source of the incoming call. On a display of the device, an option is rendered for answering the incoming call with a generated voice response in lieu of a voice of a user of the device. Text options for generating a voice response are also rendered. The incoming call is answered and generated speech corresponding to the selected text option is sent.