A method, apparatus and computer program product for protecting privacy of a customer and an agent using face recognition in a video contact center environment is presented. A video call is initiated by a customer to a contact center. The customer video is muted while audio of the customer is provided to an agent of the contact center. A determination is made regarding whether a face is present in a video image of the customer. When a presence of a face is determined in the video image of the customer, then video of the customer is enabled. When a presence of a face is not present in the video image of the customer then the customer is notified so the customer can take appropriate action.

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.

Methods and systems for call processing are described. A call from a caller intended for a first party is received at a call processing system, which stores call signaling information associated with the call. A greeting is played to the caller, and a voice communication is received and recorded. At least a first portion of the voice communication is transmitted in substantially real time to a terminal associated with the first person. At least a portion of the voice communication is converted to text and the text is stored and transmitted to a terminal associated with the first party. When a search query is received from the first party, the system searches the data store to determine if there is matching call having related matching call information. If there is a matching call, related information may be provided to the first party.

A method of executing a virtual conference among a plurality of nodes including a first node, wherein there is a display device associated with the first node that is configured to display a virtual conference window containing images of participants at other nodes of the plurality of nodes, is presented. The method entails activating the virtual conference window in response to receiving a selection in the virtual conference window, wherein the activating of the virtual conference window triggers a process of identifying one of the nodes as an attention recipient and displaying the attention recipient's image differently than images of other nodes. Where private chat function is available, attention recipient may be identified based on who the participant at the first node is chatting with. Images may be augmented to add an illusion of space and distance.

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.

The present invention relates to a voice tallying system to determine the relative participation of individual participants in a meeting. The voice tallying system according to the present invention comprises at least one voice recording device, a communication path from the voice recording device to a computing device having a voice analysis module. The voice tallying system and the method of the present invention include the capability to receive audio signals from each of the participants in a meeting and determine the identity of the speaker for each of the audio stream using voice profile information of the participants previously obtained and stored in the voice analysis module. The voice tallying system and the method further include the capability to tally the relative participation of a participant in a meeting in real time and as a result it is possible to display contemporaneously a voice tally for a participant with reference to that of other participants in the meeting.

A method for providing a composite voice-screen automatic response system (ARS) service, according to one embodiment of the present invention, comprises: a step for receiving, by a server for a multimedia call, a call request message from user equipment; a step for determining whether the server for the multimedia call possesses ARS contents corresponding to a call number of the call request message; a step for transmitting, by the server for the multimedia call, a command for downloading the ARS contents to the user equipment when it is determined that the server for the multimedia call possesses the ARS contents; and a step for transmitting, by the server for the multimedia call, the call request message to the call number, wherein the user equipment can receive an ARS service synchronized with a voice and a screen without installing an application according to each enterprise for providing the ARS service.

The present application includes a method and system for multi-channel interaction. A communication session is initiated between a customer service representative (CSR) and an end user. Multi-channel communication is used between the end user and the CSR. The multi-channel communication includes at least voice and data. Information is presented to the end user via a user interface, and the user can confirm the accuracy of the information using the user interface.

A Sender Controlled Media (SCM) platform user is presented incentives for performing rewardable platform activities that result in accruing points in a user-specific account from which points can be redeemed by transfer or cryptocurrency conversion to an external user-designated wallet. A reward received for each instance of a rewardable platform activity is determined based on a range of platform context including a target average points payout, an aggregated total points payout over a distribution period, and a type of rewardable platform activity.

Systems and methods are provided for initiating an Intelligent Virtual Assistant (IVA) for facilitating user interaction with the 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.