Responsive to receiving an indication that a call in process is ending, a post-call application of a call-participant device may be activated. The post-call application may cause a screen update of the call-participant device that includes at least one of a call to action by the call-participant and informational content pertinent to the call.

Generating a contact firewall for protecting participants of a sender-controlled media (SCM) platform may include receiving an indication that a non-participant sender of the SCM platform has initiated contact with a participant recipient, using sender information associated with the contact instance to pole participants of the platform regarding a spammer status value for the sender, aggregating the spammer status values, and, based on a comparison of the aggregated spammer status values with a spammer threshold, causing future contacts from the sender to be rejected by the platform. Similar techniques may be implemented for generating a contact firewall for protecting members of a call group.

Call originator feedback may be gathered from members of a call group for a call originator. This feedback may be stored in a contact firewall data structure indexed by call originator identification information, where a contact firewall function can intercept a call to a member of the group when the contact firewall data structure indicates that an action to impact the call should be taken. In another aspect, a method may include receiving an indication of no-answer by a recipient of a call, activating a sender-controlled media (SCM) content selection/generation interface on the caller's phone, and delivering the item of content to the recipient's call message storage system, where the item of content is linked to the missed call. For example, a SCM data structure, or a link to the SCM data structure, may be delivered to the recipient's call message storage system.

A system may facilitate communication between a messaging platform associating a hash tag with a message and a content matching platform. A natural language processing (NLP) facility may produce at least one of an understanding, theme, emotion, and intent of a message. A metadata matching facility may identify candidate hash tags by determining similarity from a pool of hash tags with an output of the NLP, where the content matching facility communicates at least one of the candidate hash tags to the messaging platform. In another aspect, a method may include communicating a message to a content matching platform, and processing text of the message with NLP to generate NLP output including at least one of a theme, understanding, intent, and emotion of the message. A candidate hash tag may then be determined and communicated based on similarity of the NLP output with a plurality of hash tags.

A method may include receiving an indication of a call from a caller who is not a participant in a sender-controlled media (SCM) platform to a recipient who is a participant, using caller ID information of the call to gather content pertaining to the caller (e.g., from data stores of the platform and public number search information), generating a recipient SCM data structure, delivering and presenting the recipient SCM data structure on a device of the recipient, generating a sender SCM data structure, and delivering the sender SCM data structure to a call-originating device of the caller. In another aspect, a method may include monitoring a call in-process status, and, upon detection that a call has terminated, activating a post-call application that causes a screen update for a device that includes at least one of a call to action by the call-participant and informational content pertinent to the call.

A contact center, communication system, and method are disclosed. An illustrative contact center includes a conversational analysis engine that is applied to media exchanged between a customer and a first agent during a first interaction and determines a context of the first interaction. The illustrative contact center further includes a repository of greetings for a second agent and a greeting from the repository of greetings for the second agent is selectable based on the determined context of the first interaction. The illustrative contact center further includes a network interface that facilitates a presentation of the selected greeting to the customer when the customer is transferred from the first agent to the second agent.

A system and method for managing phone calls by enabling the call initiator to create a personalized audio or video invitation that the call recipient may review prior to accepting the call, which is immediately connected upon acceptance. Prior to initiating the call, the call initiator's communication device records a personalized audio or video invitation from the call initiator. A peer-to-peer connection is established between the call initiator's communication device and the call recipient's communication device, and the call initiator's communication device provides a call request message including the personalized audio or video invitation from the call initiator to the call recipient's communication device via the peer-to-peer connection. Upon receipt of a notification from the call recipient that the call is accepted pursuant to review of the personalized audio or video invitation by the call recipient, a live voice connection between the call initiator and call recipient is established.

A system and method for managing phone calls by enabling the call initiator to create a personalized audio or video invitation that the call recipient may review prior to accepting the call, which is immediately connected upon acceptance. The call initiator's communication device presents a recording interface including a multi-function button that, upon selection during a countdown duration, initiates a direct call to the call recipient. However, when the multi-function button is not selected during the countdown period and prior to initiating the call, a personalized audio or video invitation is created by the call initiator and is attached to the phone call data packet in place of the conventional Caller Id data packet. The call signaling may proceed in a conventional manner (e.g., using conventional client-server signaling) except that instead of providing a standard call with Caller Id as the sole identifying information, a data packet including the personalized audio or video invitation is provided to the call recipient to review prior to accepting the incoming call, as desired.

A system and method are provided for managing an incident call between a public safety responder and a target. Once an incident call is established, the system and method perform audio analytics on the call to determine a trusted side of the call and a target side of the call. The method and system determine, based on the audio analytics of the call, that the trusted side of the call should be modified to create a suitable call environment perception for the target side of the call. Modifications are then made at the trusted side of the call by injecting background audio to create the suitable call environment to be heard at the target side of the call.

A Sender Controlled Media (SCM) platform user is presented incentives for performing rewardable platform activities that result in accruing points in a user-specific account from which points can be redeemed by transfer or cryptocurrency conversion to an external user-designated wallet. A reward received for each instance of a rewardable platform activity is determined based on a range of platform context including a target average points payout, an aggregated total points payout over a distribution period, and a type of rewardable platform activity.