Disclosed are systems and methods for forecasting inbound telecommunications, and more particularly, for analyzing real-time and historical call center data, and applying a forecasting model to said data in order to predict inbound call volume. Additionally, tools are disclosed for manipulating call center data and generating visual representations of metrics pertaining to forecasting call center data via a dashboard.

A system and method for maintaining a grey list for controlling incoming calls from numbers on a telephone network. Information associated with previous calls received by the telephone is stored in the form of a grey list. The stored information includes an indication of whether each of the previously received calls passed a previous challenge. Based on the stored information, when an incoming call is received, a determination is made whether the incoming call corresponds to a call that passed a previous challenge. The incoming call connected to the telephone if the stored information indicates that the incoming call previously passed a challenge. An action is taken if the stored information does not indicate that the incoming call previously passed the challenge. The action may include blocking the call, allowing the call or providing a current challenge to the call.

A method, device, and computer-readable medium provide for receiving, via a chatbot access channel, a chat message from a user device associated with a customer chat session; determining that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generating one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and approved by a service agent; presenting, via a display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface that enables the service agent to perform an action with respect to the one or more suggested response messages; and sending, via the chatbot access channel, a selected one of the one or more suggested response messages to the user device.

A system and method for providing assistance to a customer of a computing device. In one aspect, an incoming call is received from a device of a customer; a check for identification of the customer is done; an event history of the device is obtained; and a solution is provided to the customer using the event history. In another aspect, a method includes: receiving a code from a mobile computing device; and in response to receiving the code, calculating at least one set of data for use in guiding a request of a customer for service to a resource that can provide a suggested remedy. In another aspect, a method includes: identifying a user associated with a mobile computing device; determining an event history of the mobile computing device; and providing guidance to resolve an issue based on the event history.

A computerized-method for redirecting, inbound-voice-interactions to digital channels in a contact center, is provided herein. The computerized-method includes: (i) operating a digital-qualifier module to determine a digital-medium-transition-quotient, of an inbound-voice-interaction of a customer in an inbound-queue. The digital-medium-transition-quotient is an indication of a level of suitability of a digital-communication-channel to resolve a customer issue; (ii) operating an interaction-redirection module to determine a digital-communication-channel for redirection of the inbound-voice-interaction, based on customer-preference and the determined digital-medium-transition-quotient; and (iii) forwarding the inbound-voice-interaction and the determined digital-communication-channel to an Automatic Call Distribution (ACD) system to be carried-out by an agent via the determined digital-communication-channel when the determined digital-medium-transition-quotient is above a preconfigured threshold.

Systems and methods are provided for determining a rapport score for a contact. Data associated with a contact may include an audio recording, a transcript, metadata, and/or other contact data collected during or generated after a contact. One or more rapport models are applied to the contact data to generate rapport metrics that capture one aspect of the rapport during a contact. Rapport metrics can be compared to target rapport metrics to determine whether the rapport metric indicates positive rapport during the contact. From rapport metrics, a rapport score can be generated that indicates the overall rapport for the contact. Rapport metrics, rapport scores, and other information associated with a contact can be provided in a manner that allows for useful evaluation of whether contact participants developed positive rapport during a contact and/or a series of contacts over time.

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for automatically generating enhanced caller identification data are disclosed. In one aspect, a method includes the actions of receiving telephone call placement data that indicates the placement of a telephone call from a calling party to a called party. The actions further include receiving caller identification data. The actions further include accessing first telephone call data that reflects characteristics of telephone calls placed and received by the calling party. The actions further include based on the first telephone call data and the identity of the calling party, determining additional data to combine with the caller identification data. The actions further include generating enhanced caller identification data by combining the additional data with the caller identification data. The actions further include providing, for output, the enhanced caller identification data and data indicating the telephone call.

A communication event processing method performed at a computer server includes: obtaining identification information and call description information from multiple different terminals about a phone number; determining whether the phone number is a nuisance phone number according to the call description information and a quantity of the terminals identifying the phone number; and sending, after receiving a query request for the phone number, a blocking instruction to a terminal initiating the query when it is determined that the phone number is a nuisance phone number, so that the terminal initiating the query blocks a communication event of the phone number. According to the present disclosure, the server can determine which phone numbers are nuisance phone numbers according to specific identification cases and the call description information, and therefore provide highly accurate processing in response to a query request of a terminal, thereby greatly improving efficiency of communication event processing.

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing a telephone call screener are disclosed. In one aspect, a method includes the actions of receiving a telephone call. The actions further include determining characteristics of the telephone call. The actions further include, based on the characteristics of the telephone call, determining a level of screening to apply to the telephone call. The actions further include determining screening data based on screening the telephone call according to the level of screening. The actions further include providing, for output, the screening data.

Systems and methods include processing communication segments. A method may include obtaining at least one audio segment of an audio communication and distributing the at least one audio segment to a rules engine, analyzing, with the rules engine, the at least one audio segment for at least one acoustic trigger, determining at least one event that is triggered based on comparing the at least one acoustic trigger to one or more trigger rules, and communicating the at least one event to at least one end user through a web server.