A system described herein may provide a technique for a multi-modal interaction experience with a User Equipment (“UE”) via multiple concurrent presentation modes. Such multiple modes may include a voice call with an interactive voice response (“IVR”) system, as well as the simultaneous presentation of information and/or selectable options at a UE associated engaged in the voice call with the IVR system. The information may be presented via a graphical user interface at the UE that is engaged in the call with the IVR system. In this manner, the UE may provide a multi-modal experience to a user, in which the user can simultaneously interact with the IVR system via the call, and can also receive or provide further interactions related to call via the GUI.

A system described herein may provide a technique for a multi-modal interaction experience with a User Equipment (“UE”) via multiple concurrent presentation modes. Such multiple modes may include a voice call with an interactive voice response (“IVR”) system, as well as the simultaneous presentation of information and/or selectable options at a UE associated engaged in the voice call with the IVR system. The information may be presented via a graphical user interface at the UE that is engaged in the call with the IVR system. In this manner, the UE may provide a multi-modal experience to a user, in which the user can simultaneously interact with the IVR system via the call, and can also receive or provide further interactions related to call via the GUI.

A conference service number system enables the reconfiguration of an existing telephone number as a service number usable for selectively routing calls to each of a client endpoint and a dedicated conference software instance. A conferencing system implements separate conferencing software instances for individual operators for whom unique telephone numbers, are assigned. A telephony system facilitates calls to and from telephone numbers and implements a menu system (e.g. an interactive voice response (IVR) menu) for presenting a caller with options to either route a call to a specific telephone number to the subject operator (e.g., to a client device of that operator) or to a conferencing software instance implemented specifically for that operator. The call is accordingly routed to either a device of the operator or to the conferencing software instance based on the selection by the caller.

A conference service number system enables the reconfiguration of an existing telephone number as a service number usable for selectively routing calls to each of a client endpoint and a dedicated conference software instance. A conferencing system implements separate conferencing software instances for individual operators for whom unique telephone numbers, are assigned. A telephony system facilitates calls to and from telephone numbers and implements a menu system (e.g. an interactive voice response (IVR) menu) for presenting a caller with options to either route a call to a specific telephone number to the subject operator (e.g., to a client device of that operator) or to a conferencing software instance implemented specifically for that operator. The call is accordingly routed to either a device of the operator or to the conferencing software instance based on the selection by the caller.

A technique for message history display includes combining message histories for multiple different messaging services. A system constructed according to the technique may include, for example, a message history database; a history aggregation engine that aggregates message logs for storage in the message history database; and a history provisioning engine that provides an aggregated message log associated with the user from the message history database to a requesting device. A method according to the technique may include, for example, identifying a device in association with a user profile; providing an online platform that receives messages from and sends messages to the device; and creating an aggregated log from messages sent to and from the device.

A technique for message history display includes combining message histories for multiple different messaging services. A system constructed according to the technique may include, for example, a message history database; a history aggregation engine that aggregates message logs for storage in the message history database; and a history provisioning engine that provides an aggregated message log associated with the user from the message history database to a requesting device. A method according to the technique may include, for example, identifying a device in association with a user profile; providing an online platform that receives messages from and sends messages to the device; and creating an aggregated log from messages sent to and from the device.

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

Generating a personalized automated voice response in a telecommunications network is provided. An incoming call from a caller for user equipment of an operator in the telecommunications network is identified. In response to identifying the incoming call, it is determined whether to provide an automated response to the incoming call. In response to determining to provide the automated response to the incoming call, a personalized response message from the operator of the user equipment to the caller is generated based on characteristics of communications between the caller and the operator of the user equipment. The personalized automated voice response comprising the personalized response message in a synthesized voice of the operator of the user equipment is generated. The personalized automated voice response is sent to the caller.

The presently described subject matter allows the user to interactively browse a collection of electronic files, such as a digital photo collection, remotely using a mobile telephone. Files from the collection of electronic files can be directed from the mobile telephone to be sent to a remote display device, where the file can be displayed. Also, a user can record voice and text annotations from the mobile phone to preserve with an electronic file, and which is transported along with the file when it is displayed on a remote display device.

The presently described subject matter allows the user to interactively browse a collection of electronic files, such as a digital photo collection, remotely using a mobile telephone. Files from the collection of electronic files can be directed from the mobile telephone to be sent to a remote display device, where the file can be displayed. Also, a user can record voice and text annotations from the mobile phone to preserve with an electronic file, and which is transported along with the file when it is displayed on a remote display device.