A system and method for testing of automated contact center customer response systems using a customer response testing system and a real time conversation engine, wherein the customer response testing system generates simulated human queries using persona profiles, sends test cases containing those queries to a contact center under test, and receives and analyzes the responses to determine whether the contact center’s automated response systems understand the queries and respond appropriately.

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.

In one embodiment, a method includes identifying a mobile service provider network (SPN) and a geographic location of an online social network user and accessing a service-provider table associated with the identified mobile SPN and with the geographic location. The service-provider table indexes a reliability score and a sampling amount for multiple messaging-service providers in the geographic location. The method further determines, based on the service-provider table, whether any of the messaging-service providers has a sampling amount below a threshold sampling amount and sends messaging traffic via the determined messaging-service provider until the sampling amount is greater than or equal to the threshold sampling amount. The messaging traffic is used to update the reliability score for the messaging-service provider. The method further includes selecting a messaging-service provider based on the updated reliability scores of the messaging-service providers and sending a message to the user via the selected messaging service-provider.

A messaging system for a live event is described. A processing device presents a live event having at least one participant. The processing device presents one or more participant messages within a messaging user interface associated with the event. The processing device also presents one or more viewer messages within the messaging user interface. The viewer messages are integrated with the participant messages.

A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.

Disclosed is a method, system, and non-transitory computer-readable record medium for providing a plurality of group calls in a single chatroom. A group call providing method including receiving, by the at least one processor, information about a plurality of group call channels generated in response to a first request from at least one member included in a chatroom, from a server, providing, by the at least one processor, a group call channel list about the plurality of group call channels through the chatroom based on the information about the plurality of group call channels, and starting, by the at least one processor, a group call through a specific group call channel, from among the plurality of group call channels, in response to receiving a second request for joining the specific group call channel through the group call channel list may be provided.

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.

A system for centralized testing of web-based agent desktops has been devised. The invention uses a test control portal. The test control portal acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.

A service defined network for hybrid unified communications receives high-level service requests for communication between geographic regions and/or enterprises. The service requests are processed by a resource provisioning system to provision uniform communication resources of the service defined network for fulfilling the service request. An order is issued to a network communication manager for reserving a specified network bandwidth for fulfilling the service request. The network communication manager allocates data flows for the specified network bandwidth between the regions and/or enterprises. QoS provisioning and monitoring are provided using a unified communications region-based service level API of the service defined network (not a SDN flow-level API).

A system for automated contact center agent thick client workstation testing. The invention uses a workstation test execution manager. The workstation test execution manager acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.