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.

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 native messaging interface associated with the event. The processing device also presents one or more viewer messages within the native messaging interface. The viewer messages are integrated with the participant messages and the viewer messages are entered via a non-native messaging interface.

A server computer receives configuration data from a first user of a first user device and establishes an interaction limit for the first user based on the configuration data. The server computer subsequently receives a request message from a second user device of a second user that includes parameters, including a request for services. The server computer selects the first user from a plurality of users based on the parameters and the configuration data from the first user. The server computer transmits a quote message to the second user device indicating the selection of the first user and including a quote. When the server computer receives an indication of a response message from the second user device, the server computer processes the response message and determines if the response message is indicative of an interaction type that requires modifying a first user account associated with the first user.

A mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source of an issue while on the go. A mobile-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that are most relevant to them, and configure push notification alerts accordingly.

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.

In one embodiment, a request to join an electronic chat room is received from a requester. A selection of an access control level for the requester is received via a user interface in order to grant the requester access to the electronic chat room according to a condition for granting access. The user interface is used to assign a selected access control level to the requester, thereupon granting access to the requester. The requester's access to content available in the electronic chat room being limited based on the selected access control level. Related methods, apparatus, and systems are also described.

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.

An automated contact center agent mobile device client infrastructure testing system comprising a mobile device command repository is disclosed. The system also has a mobile device control module that retrieves mobile device commands from the repository, receives instructions, data, and parameters for contact center device testing, runs predesignated contact center device test suites on at least one mobile device, receives contact center device test suite result data from mobile devices, and forwards the contact center device test suite result data received from mobile devices to a contact center device test manager system.

Salespeople (agents) get engaged with a lot of contacts from past, present and future prospects that manifests on multiple contact platforms. They end up having their contacts and calendars split in multiple places including communication and messages leading to inefficiencies, loss of business and delayed response time to the end customer. Customer Relationship Management today is still a one dimensional tool, one that featured Email as the core for direct agent-client relationship. CRM should be redefined and relabeled as Communication Management to open up the idea that relationships with clients are developed across multiple platforms though multiple channels. As will be understood by reading below, the invention accomplishes this in an elegant manner. The phrases Communication Management in the main patent title and Customer Relationship Management (CRM) have the same semantics in this document.

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.