Certain aspects of the disclosure are directed to apparatuses and methods involving a data-communication apparatus that includes a data-communications server and processing circuitry in communication therewith. The data-communication server interfaces with a plurality of remotely-situated client entities for providing data communication services. The processing circuitry accesses an archive of digital voice data indicative of transcribed audio conversations for at least one of the plurality of remotely-situated client entities, calendar information, and a client data-communications server for geographic information of the agents and system parameters. The processing circuitry analyzes the digital voice data associated with the agents, the calendar information, and the system parameters to predict a call answer rate for agents of a geographic region of the at least one remotely-situated client entity for a period of time and reroutes incoming calls based on the predicted call answer rate.

A contact center queue is monitored to determine if the contact center queue meets an overload condition. For example, the contact center queue may be considered to be overloaded when there are ten voice calls on hold in the contact center queue . The contact center queue holds communication sessions in a first communication media (e.g., voice calls). In response to the first contact center queue meeting the first overload condition, a reserve agent group is identified that is associated with the contact center queue. The reserve agent group normally supports communication sessions in a second communication media (e.g., email). A communication session held in the first contact center queue in the first communication media is routed to a contact center resource (e.g., a contact center agent or contact center application) of the first reserve agent group.

A telecommunications system for handling call volume, including an application with takeover ability loaded on a mobile device, updating the application when a call is being handled by a third party, and transferring the call when an option to takeover is chosen.

A video stream of a video call between a communication endpoint of customer and a communication endpoint of a contact center agent is received. The video stream of the video call is processed in real-time to generate a real-time emotion transcript. The real-time emotion transcript tracks a plurality of separate emotions based on non-verbal expressions (e.g. facial expressions) that occur in the video stream of the video call. For example, different emotions of both the customer and the contact center agent may tracked in the real-time emotion transcript. The real-time emotion transcript is compared to an emotion transcript of at least one previous video call to determine if the video call should be handled differently in the contact center. In response to determining that video call should be handled differently in the contact center, an action determined to change how the video call is managed in the contact center.

The patterns of usage, participation, and/or item sharing by the participants in a conference call are correlated, recognized, and used to select a data centers. This selection can be done both before and/or during a call. When significant patterns are recognized (e.g., heavy video sharing by one participant at every Friday afternoon meeting) there may be a better (e.g., faster, better quality, more efficient, less use of network resources) data center to host the call than one that is selected based on the geography of the participants alone. Likewise, during a call, other patterns of behavior can be correlated and recognized dynamically such that when these patterns occur, the call is hosted by a different (i.e., better) data center.

Certain aspects of the disclosure are directed to apparatuses and methods involving a data-communication apparatus that includes a data-communications server and processing circuitry in communication therewith. The data-communication server interfaces with a plurality of remotely-situated client entities for providing data communication services. The processing circuitry accesses an archive of digital voice data indicative of transcribed audio conversations for at least one of the plurality of remotely-situated client entities, calendar information, and a client data-communications server for geographic information of the agents and system parameters. The processing circuitry analyzes the digital voice data associated with the agents, the calendar information, and the system parameters to predict a call answer rate for agents of a geographic region of the at least one remotely-situated client entity for a period of time and reroutes incoming calls based on the predicted call answer rate.

In an example embodiment, a solution is provided that introduces a second level IVR component controlled by a call control service that also controls a first IVR component. Controlling the IVR components using this call control service (which also interfaces with client software operated by a human agent) allows for data collected during the IVR sessions or during a live session with the human agent to be shared among the components. This also acts to eliminate the need for a traditional transfer of a call from a human agent to an IVR or vice versa, which would often be accompanied by audible clicks or beeps discernable to the caller.

A device for determining a behavioral deviation for an individual. The device includes a memory and a processor. The memory may store instructions. The processor may be coupled to the memory. When the processor executes the instructions, the processor may: generate a profile for a first individual using data associated with an identifier for the first individual, wherein the profile comprises behavioral information that matches a characteristic of the data; receive, from a first electronic device, a first multimedia item representing a first communication by the first individual; determine that a characteristic of the first multimedia item does not match the characteristic of the data; and send a first notification to a second electronic device indicating that a behavior of the first individual deviated from the behavioral information of the profile.

A system and method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment. A controller in the first operations environment receives information on a call involving an end user device. A first media service is provided during a first portion of the call, and second media service is provided during a second portion of the call. The providing of the first media service includes transmitting by the controller a request for the first media service to a first media resource in the second operations environment. The first media resource transmits first media to the end user device in response. The providing of the second media service includes transmitting by the controller a request for the second media service to a second media resource in the first operations environment. The second media resource transmits second media to the end user device in response.

A system and method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment. A controller in the first operations environment receives information on a call involving an end user device. A first media service is provided during a first portion of the call, and second media service is provided during a second portion of the call. The providing of the first media service includes transmitting by the controller a request for the first media service to a first media resource in the second operations environment. The first media resource transmits first media to the end user device in response. The providing of the second media service includes transmitting by the controller a request for the second media service to a second media resource in the first operations environment. The second media resource transmits second media to the end user device in response.