Disclosed are systems and methods for sending emergency alerts. In some embodiments, sensors and wearable devices may trigger and send the emergency alerts and/or warning signals via available communication devices. Multi-media emergency alerts are also disclosed that include situational awareness information for effective and efficient emergency response.

Context data management in a contact center environment is provided. For example, a method comprises receiving a given contact instance for a given user of a contact center, wherein the contact center comprises a plurality of communication channels configured to enable the user to initiate a contact instance and wherein the given contact instance is received over one of the plurality of communication channels. The method further comprises one of generating and updating a context data management pattern in response to receiving the given contact instance, wherein the context data management pattern comprises a data structure of one or more records that maintain information relating to the given contact instance received over the one of the plurality of communication channels and information relating to one or more previous contact instances associated with the user received over one or more of the plurality of communication channels.

Systems, devices, and methods including: capturing, by a capture device, an audio and corresponding location metadata associated with an emergency call; refining the location metadata to provide a refined location metadata; correlating, by the capture device, the refined location metadata of the emergency call with a geofenced location of the computing devices of one or more first responders (FRs); screening, by the capture device or the computing device, the emergency call data; transmitting, by the capture device, a first signal to the one or more computing devices based on the correlation, the transmitted signal including a portion of the captured audio and corresponding location metadata; receiving, by the capture device, an accept signal from the one or more computing devices of one or more FRs; transmitting, by the capture device, a second signal to the one or more computing devices based on the received accept signal.

A method and a system for reporting metrics relating to customer calls for fungible agents that are utilizing multiple servicing applications in a contact center environment are provided. The method includes: receiving a service request call from a customer; determining applications that are usable for responding to the service request call from among a predetermined plurality of applications; monitoring the service request call in order to obtain information relating to call timing and events occurring during the call; when the service request call is completed, determining call-specific metrics such as hold time, number of transfers, and or idle time based on the information obtained during the monitoring; and reporting the metrics to a repository. Additional metrics that are specific to an agent assigned to handle the call may also be determined.

A system and method for intelligently routing calls between customers and agents. The system and method use knowledge graphs to generate route recommendations for a route selection system. The system uses dynamically selected objective functions to generate the route recommendations. The objective functions may be selected according to the intent of the call. The system and method can also be used to reroute ongoing calls when the intent of the call changes.

Location determination and telephone number distribution for emergency calls is enabled by a telephony system which maintains multiple pools of telephone numbers. Each pool corresponds to a different region such that the pools of telephone numbers are defined at the region-level rather than at the site-level. The telephony system determines the location of a calling device initiating an emergency call regardless of whether the calling device is at a known site. Based on the determined location of the calling device, one of the pools of telephone numbers which corresponds to that location is selected. The telephony system thereafter distributes a telephone number for the calling device to use for the emergency call from that selected pool of telephone numbers to facilitate an emergency call between the calling device and a local public safety answering point.

Implementations for providing communication services using a virtual environment are described. An audio communication session may be established between a first user device and a second user device. The second user device may answer the audio communication session using a virtual environment. The virtual environment may be updated to display virtual features associated with the communication session.

A computing system facilities live and robo-advising sessions, and transitions therebetween based on detection of triggers. The computing system may extract voice inputs of a user from ambient sounds captured using a sound sensor. Based on an analysis of the voice inputs and detection of corresponding triggers, the computing system may initiate a robo-advising session, or a live communication session between a user computing device and an advisor computing device. Detection of another trigger during the robo-advising session or the live communication session may lead to a transition to a live communication session or a robo-advising session, respectively.

A computing system facilities live and robo-advising sessions, and transitions therebetween based on detection of triggers. The computing system may extract voice inputs of a user from ambient sounds captured using a sound sensor. Based on an analysis of the voice inputs and detection of corresponding triggers, the computing system may initiate a robo-advising session, or a live communication session between a user computing device and an advisor computing device. Detection of another trigger during the robo-advising session or the live communication session may lead to a transition to a live communication session or a robo-advising session, respectively.

A method and an apparatus for predicting satisfaction of a customer pursuant to a call between the customer and an agent, in which the method comprises receiving a transcribed text of the call, dividing the transcribed text into a plurality of phases of a conversation, extracting at least one call feature for each of the plurality of phases, receiving call metadata, extracting metadata features from the call metadata, combining the call features and the metadata features, and generating an output, using a trained machine learning (ML) model, based on the combined features, indicating whether the customer is satisfied or not. The ML model is trained to generate an output indicating whether the customer is satisfied or not, based on an input of the combined features.