The disclosed system and methods provide real-time information about how agents and customers sound as they are speaking, allowing a supervisor to continuously monitor how agents are doing. The system allows agents to visualize their own speech behavior performance during and after a conversation while viewing important comparative information about prior conversations, and gamifies conversations in real-time by providing visual comparison between the live conversations and various target metrics. The visualization in-turn enhances agent interactive skills such as active listening and mirroring, as well as decision-making skills based on observations of customer engagement and distress levels.

Systems and methods are provided for initiating an Intelligent Virtual Assistant (IVA) for facilitating user interaction with an automated call handling system such as Interactive Voice Response (IVR) system. A computer-implemented method may obtain a command for initiating an IVA system during a call between a mobile device operated by a user and an automated call handling system. Next, the method may obtain a first natural language command from the mobile device, determine a first user action based on the first natural language command, and transmit the determined user action to the automated call handling system. Finally, the method may obtain a first audio response from the automated call handling system in response to the transmitted user action, and transmit the first audio response to the user upon determining that the first audio response includes information associated with the first user request.

A method for automatically delaying playback of a voice message at a captioning device may include receiving, at a captioning device, a request from a user to play back a voice message that is stored on the captioning device. The method may also include, in response to the request from the user, automatically delaying the playback of the voice message, at the captioning device, until an establishment of a connection between the captioning device and a remote call assistant, in order to allow the remote call assistant to caption on the captioning device, in real-time, the voice message from the very beginning of the playback of the voice message.

Techniques described herein may use presence information to enhance the user experience when contacting entities such as call centers. In one implementation, a method may include receiving presence information relating to a state of a voice line. The presence information may include a wait time associated with the voice line, the wait time corresponding to an estimated time that a caller to the voice line will wait before reaching a human operator. The method may also include providing, by the one or more devices and to a user device that includes the voice line in a contact list, the presence information for display as part of the contact list.

The embodiments of the present invention disclose a system and method for enabling Enhanced Visual Calls (EVC). The system includes an EVC client provided in a User Device to access network-based EVC functional components and device-based functional components to enable a user to request for EVC services, and an EVC server configured for authentication and processing of one or more EVC service requests received from the EVC client, accessing an EVC XML Document Management Server (XDMS) for retrieving a visual web content and an audio content related to the received one or more EVC service requests, synchronizing the visual web content with the audio content to provide the EVC client with a visual Interactive Voice Response (IVR) menu related to the audio content, and transmitting, to the EVC client, the visual IVR menu related to the one or more EVC service requests for displaying at the user device.

A method and system are provided. The method includes identifying content in a telecommunication session between a caller and one or more other parties. The method further includes dynamically personalizing media provided to the caller on a telecommunication device during at least a portion of a subsequent telecommunication session between the caller and at least one of the one or more other parties based on the identified content in the telecommunication session. The telecommunication session occurs prior to the subsequent telecommunication session.

Some disclosed implementations include an interface system and a control system. The control system may be capable of receiving, via the interface system, microphone data. The control system may be capable of determining, based at least in part on the microphone data, instances of one or more acoustic events. The instances of one or more acoustic events may, in some examples, include conversational dynamics data. The control system may be capable of providing behavior modification feedback, via the interface system, corresponding with the instances of the one or more acoustic events.

A method for displaying call information in an electronic device is provided. The method includes receiving speech from a user of the electronic device and speech from a call counterpart, extracting data from the received speech from the user and the received speech from the call counterpart, determining a topic of a call conversation, based on the extracted data, and displaying information about the determined topic of the call conversation together with a call history of the user of the electronic device.

A central unit for a digital conferencing system comprises a processing unit arranged for receiving a plurality of first control signals from a plurality of interpreter desks and indicating which interpreter channel is selected on an interpreter desk, and for identifying, based on the first control signals, which interpreter is interpreting in which interpreter channel and arranged for returning to and displaying on the plurality of interpreter desks a plurality of feedback signals. The central unit is arranged for receiving a plurality of second control signals from a plurality of listening units, and indicating which audio channel on a listening unit of the plurality of listening units is selected, for deriving, based on the plurality of second control signals, a total of listeners per listening channel and for sending to and displaying on the plurality of interpreter desks, information on the total of listeners per listening channel.

Systems and methods are provided to guide an emergency dispatcher in responding to emergency communications. The systems and methods may allow the dispatcher to use one or more of a plurality of different communication methods to communicate with a person needing assistance, such as by sending graphical multimedia messages with instructions for treatment. The systems and methods can include an emergency police, emergency fire, and/or emergency medical dispatch protocol configured to facilitate rapid, uniform, and consistent handling of communications. The emergency dispatch protocol presents a pre-scripted interrogation, including preprogrammed inquiries for a dispatcher to ask the person needing assistance. The dispatch protocol may facilitate quick deployment of responders. The emergency dispatcher may be able to manually or automatically send pre-dispatch or post-dispatch instructions in pictorial or video format to the person needing assistance for more effective guidance and/or instruction of treatment methods.