Implementations receive, via a client device, user input to initiate a telephone call with an entity, and, in response to receiving the user input to initiate the telephone call with the entity and prior to initiating the telephone call with the entity: obtain pre-call information that is stored in association with the entity, and cause the pre-call information that is stored in association with the entity to be provided for presentation to the user via the client device. The pre-call information may include any information that would be provided for presentation to a user subsequent to initiation of the telephone call with the entity. Further, implementations determine, based on user consumption of the pre-call information, whether to (1) proceed with initiating the telephone call with the entity, or (2) refrain from initiating the telephone call with the entity, and cause the client device to implement the appropriate action.

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.

A call processing system and method for processing calls from high volume callers. A frequency of call activity is monitored for callers to determine reception of a call from a high frequency caller. When a call is received from such a caller, provided is information predicted to be requested from the caller prior to the caller being voice connected to a company representative. The retrieved information is then provided to a company representative prior to the caller being voice connected with a company representative as to expedite the call. Additionally, a customized message for the high frequency caller may be generated prior to the caller being voice connected with a company representative whereby the customized message contains information predicted to be responsive to a predicted inquiry from the determined high frequency caller to mitigate the need to connect the caller to a company representative.

A call processing system and method for processing calls from high volume callers. A frequency of call activity is monitored for callers to determine reception of a call from a high frequency caller. When a call is received from such a caller, provided is information predicted to be requested from the caller prior to the caller being voice connected to a company representative. The retrieved information is then provided to a company representative prior to the caller being voice connected with a company representative as to expedite the call. Additionally, a customized message for the high frequency caller may be generated prior to the caller being voice connected with a company representative whereby the customized message contains information predicted to be responsive to a predicted inquiry from the determined high frequency caller to mitigate the need to connect the caller to a company representative.

Methods and systems described in this disclosure receive a call from a caller, generate a first session through a first channel associated with the caller when the call is received and then send a request for authentication credentials to a device associated with the caller. In some embodiments, sending the request for authentication credentials generates a second session through a second channel associated with the caller. The caller can be authenticated to the first session using communication received during the second session through the second channel.

A communication system comprising a plurality of terminals, comprising: a start request information obtaining unit that obtains information for requesting start of a session between a first terminal and a second terminal of the plurality of terminals; a session management unit that establishes the session in accordance with the start request information; a participation request information obtaining unit that obtains participation request information with which a third terminal of the plurality of terminals requests participating in the already established session; and a participation determination unit that allows the third terminal to participate or prohibit the third terminal from participating in the already established session, wherein when the participation determination unit allows participation in the already established session, the session management unit lets the third terminal to participate in the already established session.

A call processing system and method for providing a secondary information channel to a caller. Upon reception of a call from a caller to a customer service representative on a primary access channel determine a device (secondary device) associated with the caller that is separate from the device the caller is using for the primary access channel. The secondary device is to be used to provide a secondary information access channel. The secondary information access channel is complimentary to the primary access channel between the caller and the customer service representative and is utilized to deliver information content to the caller and/or provide other services supportive of the conversation with the company service representative.

A call processing system and method for processing calls from high volume callers. A frequency of call activity is monitored for callers to determine reception of a call from a high frequency caller. When a call is received from such a caller, provided is information predicted to be requested from the caller prior to the caller being voice connected to a company representative. The retrieved information is then provided to a company representative prior to the caller being voice connected with a company representative as to expedite the call. Additionally, a customized message for the high frequency caller may be generated prior to the caller being voice connected with a company representative whereby the customized message contains information predicted to be responsive to a predicted inquiry from the determined high frequency caller to mitigate the need to connect the caller to a company representative.

A process for real-time data exchange allows for sharing data, including metadata such as user data and phone data, between multiple handsets so that handsets may automatically display such data upon initiation or establishment of a telephone call, and in some arrangements throughout the life of the call. In this way, the need for subsequent data transmissions is reduced or eliminated, making bandwidth usage more efficient and conserving battery power.

A process for real-time data exchange allows for sharing data, including metadata such as user data and phone data, between multiple handsets so that handsets may automatically display such data upon initiation or establishment of a telephone call, and in some arrangements throughout the life of the call. In this way, the need for subsequent data transmissions is reduced or eliminated, making bandwidth usage more efficient and conserving battery power.