The present disclosure facilitates improving the operation of a cloud service by updating its configuration information and its resource requirements. The resource utilization of the cloud service can be monitored, and a decision logic module can determine whether action is required. When action is required, an update can be prepared and applied, and notifications can be generated about the condition and its resolution. Resolutions can require correlation of multiple cloud services to provide real-time access to information that is not otherwise available to a single entity. Resolutions can be learned and predicted in a number of ways using a predictive engine.

A system for managing email failure notification. The system comprises a data store to store message identifiers for sent emails and a local server computer. The local server computer comprises an analyzer application stored in the memory that, when executed by the processor, analyzes an email return notification comprising information about a failed email, wherein the analyzer application obtains the email return notification via the return path address defined in the return path attribute, reads an entry from the data store based on a message identifier in the email return notification, and updates the entry based on the message identifier. The local server computer further comprises a resolution application stored in the memory that, when executed by the processor, reads entries from the data store associated with failed emails, builds a table on a website with failed email information, and maintains statistics for failed emails.

A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, chat cruncher, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.

The present disclosure relates generally to facilitating two-way communications. One example involves receiving input data as part of a two-way communication session associated with a plurality of bots, accessing confidence scores from the bots. Mapped scores are then generated for the plurality of bots from the confidence scores using a bot score mapper. A selected bot is identified using the mapped scores, and the two-way communication session is facilitated using the selected bot. Further, techniques are provided to track performance of the selected bot and dynamically updated mapping adjustments in the bot score mapper using feedback and machine learning systems.

Systems, methods, apparatuses, and computer program products for data collection coordination and persistent storage control for analytics. For example, certain embodiments may provide a unified data management framework that efficiently serves data collection and distribution needs and isolates a consumer from a producer. Further, some embodiments may provide for a reduction or elimination of unnecessary data storage in a data repository used in association with the data management framework provided by certain embodiments. Specifically, certain embodiments may allow a consumer entity that is requesting specific data to specify whether the data is to be kept in persistent storage in a data repository. The consumer entity, when requesting data, may send an indication that data is to be provided to the consumer entity only, that data is to be provided to the data repository only, or that the data is to be provided to the data repository and the consumer entity.