Methods and systems for managing real-time conversations include are disclosed. In one or more examples, an audio response selected from among a plurality of selectable audio responses associated with a call script may be communicated to a caller. The call script can include a number of segments, and the segments may be associated with the selectable audio responses. In addition to the selectable audio response being communicated to the caller, background sound may also be mixed with the communicated audio response and communicated to the caller. Other aspects, embodiments, and features are also included.

A first call from a caller to a called party is forwarded to an agent at an answering service. A notification is received from the agent that a level of seriousness of the first call has become dire, and a second call is established between the agent and a crisis service having a crisis counselor that can provide assistance to the caller. The agent is connected into the second call only when the crisis counselor has acknowledged being available, and the second call is joined with the first call. The crisis counselor and the caller are allowed to speak directly by way of the joined calls, so that the crisis counselor can address the caller and attempt to convince same to avoid any activity that would be harmful thereto.

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.

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.

Methods and systems of providing caller information are provided. Exemplary systems and methods provide location information for audio files including the caller information. The location information can be used to retrieve the audio information, which can be played on a call recipient's device, and/or a translation of the audio information, which can be displayed on the call recipient's device.

A method is provided which comprises: receiving, by a phone, a phone call from a caller device; providing, by the phone, an indication of the phone call to a user of the phone; subsequent to providing the indication of the phone call, receiving (i) a selection of an option to decline the call with a customized audio message and (ii) an indication of a time duration; generating an audio message, the audio message indicating that the user of the phone is likely to call back the caller device within the time duration; and causing the audio message to be transmitted to the caller device.

Disclosed is a method for providing information with a voice message to a subscriber A in response to a receipt of call connection attempt in a terminal device of a subscriber B, the method includes: detecting the call connection attempt from the subscriber A in the terminal device of the subscriber B; generating a message including data carrying a dedicated voice message to the subscriber A; outputting the generated message to the subscriber A. Also disclosed is relates to a system implementing the method and a computer program product.

Contact management servers are adapted to facilitate training and quality assurance of agents working in contact centers. According to at least one example, a contact management server may transmit a first prerecorded prospect audio segment. A first transmission may be received, where the first transmission indicates a keypress by a call center agent in response to the transmitted first prerecorded prospect audio segment. The contact management server can grade the keypress indicated by the first transmission. Other aspects, embodiments, and features are also included.

A method of operating a telephony system for determining whether a telephone call made to a call destination terminal is a live call which is answered by a live person and not by an answering machine, the system performing steps comprising detecting that the telephone call has been answered and that the call is in progress transmitting one or more voice messages in a transmitted signal to the call destination terminal analyzing a received signal from the call destination terminal to detect voice signals, and determining whether or not the telephone call is a live call by applying test criteria to relative timing of events in the received signal and transmitted signal, the test criteria being based on an expected pattern of speech and silence representative of normal conversation.

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. Thus, prior to completion of the call, the call recipient may be comforted that the incoming call is one that should be taken or, conversely, one that may be safely avoided. The 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.