A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.

An example embodiment may involve obtaining an incident record relating to a user. The embodiment may also involve generating and providing, for display on a graphical user interface, a single window including a dialog region, an incident record region, and a suggestion region. The embodiment may also involve determining candidate messages by incorporating components of the incident record into predetermined message templates. The embodiment may also involve determining a scoring for the candidate messages based on a relevance to a conversation between the user and an agent. The embodiment may also involve based on the scoring, selecting one or more of the candidate messages to include in a set of suggested messages displayed in the suggestion region. The embodiment may also involve receiving input from the agent selecting one of the suggested messages, and then responsively displaying the selected suggested message as part of the conversation in the dialog region.

A method and apparatus for guiding an agent during an active call between the customer and an agent is provided. The method comprises extracting, at a call analytics server (CAS), from a transcribed text of an audio of a call between a customer and an agent, a call context. Based on at least one of the call context, a call metadata, or a customer historical data, occurrence of a qualifying event is determined. Upon occurrence of the qualifying event, an action from multiple actions is identified based on at least one of the call context, the call metadata, or the customer historical data. The identified action is sent as guidance from the CAS to a graphical user interface (GUI) accessible by the agent, while the call is active.

Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.

A telephone answering service support system including a task data DB 14g that stores a plurality of task data items, each task data item including a task name of a task in a telephone answering service and speech data indicating speech to be made in the task, a task list obtaining unit 14d that displays the task name on a display of an operator of the telephone answering service, and a task determining unit 14e that determines which task has been completed among the plurality of tasks corresponding to the plurality of task data items, based on voice of the operator and the speech data, and executes, in a case where it is determined that any of the tasks has been completed, display control for distinguishing the task name of the task that is determined to have been completed from other task names.

One or more embodiments related to a method that includes querying a data store for current interaction data between call center personnel and customers. The call center personnel are grouped into call center groups. The method further includes determining, for at least some call center groups, a current interaction metric specific to the call center group. The current interaction method is provided for each of the at least some call center groups.

An embodiment may involve persistent storage containing a representation of an escalation path including an ordering of groups, wherein the groups each represent agents and include maximum numbers of contact attempts, maximum times to wait after the contact attempts, and channels for each of the contact attempts. The embodiment may also involve processors configured to: (i) receive an indication that an event has occurred; (ii) perform attempts to contact the agents in the groups; (iii) receive a request for live tracking of the attempts; (iv) generate a representation of a graphical user interface that identifies: a current agent for which contact is being attempted, a number of attempts made to contact the current agent, and a time at which either a subsequent attempt or an escalation to a subsequent group is to be made; and (v) provide the representation of the graphical user interface.

Methods and systems described in this disclosure describe an integration of video sessions across platforms, transforming the user experience. In some embodiments, a user can participate in an interaction via a channel. Next, the system can determine whether the interaction is eligible for a video session with a representative. When the interaction is eligible for the video session, an option for the video session can be displayed on a user interface of the device. After receiving a request for the video session, the video session can be routed to a uniquely skilled representative, where the uniquely skilled representative is determined based, at least in part, on the interaction.

Methods, systems, and apparatus, including computer programs encoded on computer storage media, for determining a transfer option for transferring a call. One of the methods include receiving, by a call assistant engine, a keyword related to information provided by a user to an agent during a call; generating, by the call assistant engine, follow-up questions to be displayed on a user device of the agent in an interactive format, the first follow-up question being generated based on the keyword, each of the following follow-up questions being generated based on an answer of the agent to the previous question; and determining, by the call assistant engine, based on answers of the agent to the follow-up questions, a transfer option for transferring the call.

Screen recording systems and methods, and non-transitory computer readable media, include receiving, from an applications server, a recording configuration including a local recording trigger, wherein the local recording trigger includes a start screen recording event and a stop screen recording event; monitoring activity on a device of a contact center agent; initiating recording of a screen of the device when the start screen recording event is detected; transmitting data captured in the recording to a recorder; stopping the recording of the screen of the device when the stop screen recording event is detected; and stopping transmission of the data captured in the recording to the recorder.