A system for providing resource material to a customer service representative [CSR], including a database storing a plurality of resources associated with one or more customer service contexts, a memory storing instructions, and one or more processors configured to execute the instructions to analyze an on-going communication including a customer service request received from a customer; determine a context of the request based on the analysis and historical data associated with the customer determined to be associated with the communication, automatically identify, based on the context of the request, a resource in the database associated with the determined context; and display, via a user interface in real-time during the communication, the resource associated with the customer service request.

A system for automatic authentication of service requests includes authentication of a remote access device. This authentication may be accomplished automatically prior to text or audio communication between a customer and a service agent. In some embodiments, authentication is accomplished automatically by authentication of the remote access device or accomplished by asking the customer questions. A single authentication of the remote access device may be used to authenticate a service request transferred between service agents. The authentication of the remote device may include, for example, use of a personal identification number, a fingerprint, a photograph, and/or a hardware identifier. Some embodiments include an intelligent pipeline configured for managing queues of customer service requests.

Agent conversation item selection is automated by a server that automatically detects speech in a call and converts that speech to text. Software running on the server retrieves one or more items from a data store based on a determination that the text includes one or more keywords or a change in the subject of the call. The keywords can include phrases. The retrieved items include one or more of scripts, articles, manuals, daily bulletins regarding a system state, or any resource that can be used to assist with a customer call or interaction. The software running on the server generates a user interface (UI) output based on the retrieve items, and transmits the UI output to an agent device. Software running on the agent device receives the UI output and displays the retrieved items on a display of the agent device.

A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

Embodiments of the present invention include a dynamic script engine for tele-agents including a statistics engine configured to receive, during a sales call, real-time industry trend data from one or more remote industry resources; create a current industry score in dependence upon the industry trend data and current products available to a customer on an active call; and transmit the current industry score to a script generator; and a script generator configured to receive the current industry score from the statistics engine and dynamically reorder in real-time and in dependence upon the industry score one or more sentences of a dynamic script to be read by a sales agent to the customer during the sales call.

A computer-implemented method for providing performance information related to a customer service representative. A processor aggregates statistical data related to customer service representatives performance. A menu is then caused to be generated and displayed indicating a plurality of menu items. Each of the plurality of menu items corresponds to one of a plurality of the work-related types of data. Additionally, displayed and processed are one or more work-related alerts in response to receiving the one or more work-related alerts.

A desktop agent configured to execute on a computer includes a web-application interface and an agent communication port. The web-application interface receives an application launch request for an emergency service application from a web-based application executing in a browser. The emergency service application has a plurality of application communication ports. The agent communication port transmits a launch message to a selected port of the plurality of application communication ports, the selected port selected based on the application launch request. The agent communication port receives, from the selected port, information collected by the emergency service application responsive to the launch message. The desktop agent is configured to transmit the information collected by the emergency service application to a cloud-based computer aided dispatch system.

Systems and methods for providing an integration platform for abstracting and interacting with one or more third party platforms provided by one or more third party computing systems can include the utilization of one or more abstraction blocks and one or more application programming interfaces. In some implementations the systems and methods can include a user interface that can leveraged as an intermediary for intaking user inputs, processing the user inputs, and providing abstracted versions of the inputs to the third party computing systems in order to provide access to the third party platforms to the user.

Embodiments of the present invention provide systems and methods for automatically controlling an electronic illumination device to indicate information pertaining to workstations or agents of a customer contact center. Some embodiments are useful in the context of employee management because the illumination devices are used to indicate information about tasks that employees are engaged in, the performance of the employees, and the status of the employees. A computer system coupled to the illumination device executes control software configured to send control signals over a communication interface, such as USB or Bluetooth. The data sent to the electronic illumination device can cause the illumination device to turn off or on, change color, blink, strobe, etc., for producing desired lighting effects representative of a status or event associated with an employee or workstation.

A system for providing call center agent desktops is provided comprising a computer and an application executing on the computer. The system receives a request from a client device for a desktop image and accesses a stored desktop image for the client device. The system also enables links in the stored image to at least two ACD systems and provides access to the image to the client device. The client device is used by a call center agent responding to incoming calls via desktop ACD access provided by the activated links. The at least two ACD systems are provided by unrelated vendors. Access to the at least two ACD systems is provided by at least one adapter executing on the computer, the at least one adapter created from at least two application programming interfaces (API) furnished by providers of the at least two ACD systems.