In an example of this disclosure, a method may include receiving, by a database server, a data write request. The data write request may include authentication information corresponding to a first call session and first additional information. The method may include generating, by the database server, a first unique identifier based on the first additional information. The authentication information may correspond to the first unique identifier. The method may include storing the first unique identifier and the authentication information in a data structure in a memory of the database server.

A method and system for managing and retrieving contact information included on a plurality of business cards from a plurality of contacts of a user. The method may, for a given business card corresponding to a given contact of the user, obtain from the business card a unique identifier and a registered phone number corresponding to the contact; determine the unique identifier is associated with the registered phone number to verify the contact has been registered with a contact management server, wherein the contact management server stores contact information of the contact in association with a contact identifier comprising the registered phone number; in response to said determining, generating a record locator comprising the registered phone number and retrieving, from the contact management server, the contact information based on locating the contact identifier; and storing the retrieved contact information.

A method and system for discovering and locating the source of unwanted communication origination in a communications network, the method comprising compiling a communication campaign database storing data of one or more communication campaigns along with automatically identified instances of those campaigns, and simultaneously or sequentially matching those instances against known communication traffic of a set of cooperating telecommunication carriers. The one or more communications campaigns include a grouping of related fingerprints and patterns that identify a sequence of characters, audio or video associated with instances of a same likely campaigns, either legitimate or illegitimate/fraudulent.

Filtering incoming calls according to predicted preferences of a user. User preferences are predicted by analysis of user behavior, online activity, oral queues, and purchasing history. Data analysis includes weighting caller and user attributes according to a scheme that is dynamically updated by applying user feedback and/or machine learning processes.

A system and methods for reliable call recording testing and proprietary customer information retrieval, wherein recording may be both active and passive in nature, recording call audio from the moment a call begins such as to include dial tones, IVR interactions, and other non-conversation call contents that may generally be omitted in traditional recordings. These recordings may then be compared to similar recordings collected by traditional systems to “align” the recordings, identifying portions of the call that may have been omitted from one recording by using audio fingerprinting to match recordings up for improved analysis.

Techniques for data matching in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for data matching in a contact center system comprising determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, an interaction event time associated with a historical contact interaction; determining, by the at least one computer processor, an outcome event time associated with a historical contact interaction outcome; analyzing, by the at least one computer processor, the interaction event time and the outcome event time to determine a correlation; and matching, by the at least one computer processor, the historical contact interaction with the historical contact interaction outcome based on the correlation.

A computerized method of routing customer interactions (call and chats) includes the following steps performed by a server computing device: creating a database with a document for every agent with a set of attributes identifying the types of customer interactions they service, receiving a set of call attributes associated with an incoming call; formulating a query of the call attributes against all agent profiles and returning a matching score for all available agents using Elastic Search; and routing the incoming call to a target agent with the highest score in the set of available agents, if there is at least one available agent; or a customer waiting queue, if there is no suitable agent achieving at least a minimum score.

A method includes selecting a customer of a company; constructing a digital footprint of the selected customer. The method includes inputting the digital footprint to an artificial intelligence (AI) engine. The method includes obtaining one or more probability values from the AI engine based on the input digital footprint. The method includes selecting a call driver, from among a plurality of call drivers, as a predicted call driver. The method includes providing the predicted call driver to a call center associated with the company.

Systems and methods are provided for attribute-based client callbacks. A client is prompted to leave a voice message. Attributes are extracted from the voice message and, based on the attributes, tokens created for the selection of an appropriate agent is connected to the client, such as having skills or attributes matching one or more tokens. A callback application server transmits prompts and receives requests for client callbacks. an interaction manager determines agent availability and arranges callback handling, and a session management server initiates callbacks to connect the selected agent with the client.

In an example of this disclosure, a method may include storing, by a first database server, first call session information in a data structure in a memory of the first database server. The first call session information may correspond to a unique identifier that corresponds to a caller. The method may include replicating the first call session information stored in the data structure in the memory of the first database server to a data structure in a memory of a second database server.