A computerized method of managing a robotic telemarketing call includes calling, by an automated robotic telemarketing system, a customer selected from a customer list. The method includes parsing, by a real-time speech recognition module of the automated robotic telemarketing system, a customer statement received from the customer. The method includes determining, by a language intention determining module, a customer purchase intention according to the parsed customer statement. The method includes selecting a sales pitch response corresponding to the determined customer purchase intention. The method includes providing an audio signal including the selected sales pitch response to the customer.

A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, assess contextual information and adjust an outbound dialer's pacing algorithm based on the assessment thereof. The contextual information may be obtained from sources that are inside the contact center and outside the contact center.

A contextual lead generation in an automated communication link establishment and management system may store information related to sales calls. The system may identify strengths and weaknesses of a sales representative. The system may provide training content to the sales representative in real time base on the identified strengths and weaknesses.

A system (33) for outbound dialing for call centers (11) place an outbound dialer (21) at network level (13), and client call centers provide destination number calling lists. The outbound dialer (21), upon completing a call to a destination number, connects the completed call to a routing point at a client call center. The system (33) may be CTI-enhanced, and can be hosted by a client of a network provider, or by the network provider. Clients may subscribe to the network provider for service, providing calling lists and routing points, and completed calls may be routed to call centers operated by different clients. The architecture and method of the system (33) minimizes the number of leased lines required by each call center taking advantage of the system (33).

Systems and methods for optimizing inventory assignment amongst a plurality of Producers to achieve maximum revenue from a given inventory are provided. The system employs historical analysis of each producer's relative liquidation rate at a given percentage of capacity. The inventory is then assigned to the producers such that the anticipated relative liquidation rate for each producer working the inventory is substantially equal to a target relative liquidation rate.

Technology for connecting a customer with a customer service agent is provided. In one example, a method may include receiving an initial request from a customer to connect with customer service. A connection may be created between the customer and a customer service agent for the customer service. Customer information for the customer may be linked with agent information for the customer service agent for a predetermined period of time. When a subsequent request to connect the customer with the customer service is received within the predetermined period of time, the customer may be connected with the customer service agent using the linking of the customer information with the agent information.

A collection management system includes a collection server, a telephone dialing system, and a restriction features server. The collection server includes a memory having records, a debtor database and a local restrictions database. The telephone dialing system is connected to the collection server and is configured to access a telephony network and automatically dial a plurality of telephone numbers. Access to the telephony network by the telephone dialing system is restricted based on the information in the local restrictions database. The records of the collection server retain instances of restricted access to the telephony network by the telephone dialing system. The restriction features server is configured to connect to the collection server and update the restrictions database.

A method of recorded message detection is provided. In this an audio restream is received and a set of landmark features is identified in a section of the audio stream. From these landmark features an audio finger print for the section of the audio stream is determined. This audio finger print is compared with at least one of the plurality of stored audio finger prints, each derived from a respective audio stream. It is determined that the received audio stream is a recorded message if a derived audio finger print is substantially equivalent to one of the plurality of stored audio finger prints representing a recorded message.

Technologies are disclosed for determining a best time to contact a party over a plurality of contact periods of time to achieve at least one of a desired outcome and a desired result. In various embodiments, the party has multiple contact types that can be utilized to contact the party. Accordingly, an optimal contact type for the party for each contact period is selected that identifies the contact type with a probability having the highest likelihood of achieving at least one of the desired outcome and the desired result by utilizing the contact type to contact the party during the contact period. A best time to contact the party is then identified as one of the contact periods based on the optimal contact types selected for the party for each contact period and associated probabilities.

A method of operating a telephony system for determining whether a telephone call made to a call destination terminal is a live call which is answered by a live person and not by an answering machine, the system performing steps comprising detecting that the telephone call has been answered and that the call is in progress transmitting one or more voice messages in a transmitted signal to the call destination terminal analyzing a received signal from the call destination terminal to detect voice signals, and determining whether or not the telephone call is a live call by applying test criteria to relative timing of events in the received signal and transmitted signal, the test criteria being based on an expected pattern of speech and silence representative of normal conversation.