Systems and methods are disclosed herein for device selection and modified output upon receiving notifications. In one embodiment of the disclosed technique for selecting an output device for notifications, systems and methods receive an electronic notification which indicate an originator of the electronic notification. An output range is determined for each electronic device in a plurality of electronic devices. The system selects the electronic device with the smallest of determined output ranges from the plurality of electronic devices. The system determines from the indication whether the originator of the electronic notification is on a stored list of originators. If so, the system transmits the electronic notification to the selected electronic device for output.

Technology for identifying that a communication is from a verified enterprise includes receiving, by a device associated with a user, a data packet from a phone network. The data packet can be included in a communication to the device, which can have an application configured to verify communications from at least one enterprise. A token within the data packet can be identified by the application, and the application can compare the token to at least one token identifier associated with the at least one enterprise. In response to the token corresponding to at least one token identifier, the application can verify that the communication is from the at least one enterprise. In response to the communication being verified, the application can display a validation image on the device.

At least some embodiments, a system includes a memory, and a processor configured to convert an audio stream of a speech of a customer during a customer call session into customer-originated text. The customer-originated text is displayed in a first chat interface. A request from a first call center agent is sent to a second call center agent via the first chat interface to interact with the customer during the customer call session and displayed in a second chat interface. The second agent is allowed to participate in the customer call session when the second call center agent accepts the request from the first call center agent. First agent-originated text and second agent-originated text during the customer call session is merged to form a combined agent-originated text and synthesized to computer-generated agent speech having a voice of a computer-generated agent based on the combined agent-originated text communicated to the customer over the voice channel.

The present disclosure describes receiving a trigger operation indication that content has been selected by a user device, and determining whether the content offers a recurring audio content data. The operation may also include retrieving a first audio content and transmitting the first audio content to the user device.

A method performed by, and a system embedded within, a communication device operating in a communication network, performing the steps of: obtaining a plurality of caller identification codes for the caller device, where each of the caller identification codes identifies the caller device in a network; obtaining at least one rule for selecting a caller identification code from the plurality of caller identification codes according to a characteristic of the called device; obtaining a characteristic of the called device; selecting a caller identification code from the plurality of caller identification codes according to the characteristic of the destination telephone identification, or caller environment or destination environment parameters, or caller decision on the time of making the call; and forwarding the selected caller identification code to any of another communication network and a terminal device of a communication network.

A system and method for dynamically providing safe call back numbers to use to respond to an inbound communication, the method comprising parsing message records from a message server, analyzing the message records for untrustworthy phone numbers by comparing content of the message records to a reference data set that is retrieved from a database, the reference data set including genuine and fraud data wherein the genuine and fraud data includes entities and contact information corresponding to the entities, determining untrustworthy phone numbers in the message records from the analysis, and generating remedy actions based on the determination of the untrustworthy phone numbers.

A call management system of a call center retrieves from a customer database enterprise customer data associated with an identified customer in a customer call, which may include customer event data, attributions data, and activity event data. The customer database tracks prospects, leads, new business, and purchasers of an enterprise. The system retrieves customer demographic data associated with the identified customer. A predictive model is selected from a plurality of predictive models based on retrieved enterprise customer data. The selected predictive model, including a logistic regression model, and tree-based model, determines a value prediction signal for the identified customer, then classifies the identified customer into a first value group or a second value group. The system routes a customer call classified in the first value group to a first call queue assignment, and routes a customer call classified in the second value group to a second call queue assignment.

A method and system for identifying an unwanted caller using a call answering system. The method comprises receiving, by a call records server, information about callers from a plurality of telephony devices and one or more phone number data sources, classifying, by the call records server, one or more of the callers as either wanted or unwanted callers based on the received information, and storing, by the call records server, the received information and the classification of the one or more of the callers into a directory. The method further comprises identifying, by a call answering server, that a call from a given caller from a phone number to a receiving telephony device is from an unwanted caller by searching the directory, and handling, by the call answering server, the call from the given caller according to one or more preferences of the user, the one or more preferences including rejecting the call from the receiving telephony device, playing a recorded message, and disposing of the call.

Novel tools and techniques are provided for implementing monitoring and detection of fraudulent or unauthorized use in telephone conferencing systems or voice networks. In various embodiments, a computing system might monitor call activity through telephone conferencing system or voice network. In response to detecting use of the telephone conferencing system or voice network by at least one party based on the monitored call activity, the computing system might identify incoming and/or outgoing associated with a call initiated by the at least one party. The computing system might analyze the identified incoming and/or outgoing call data to determine whether the call initiated by the at least one party constitutes at least one of fraudulent use or unauthorized use of the telephone conferencing system or voice network. If so, the computing system might initiate one or more first actions.

In some embodiments, a method receives a call from a caller device that is initiated via a first communication channel and directed to first contact information for a recipient's device. The call is forwarded using a call forwarding option to the computing device. Second contact information for the recipient's device is retrieved where the second contact information different from the first contact information used in the call. The method initiates a communication to the recipient's device using the second contact information via a second communication channel that is different from the first communication channel. The communication avoids triggering the call forwarding option for the recipient's device. The call is connected between the caller device and the recipient's device upon initiating the communication where the computing device is in a call path of the call and performs a call feature for the call.