A system and method and enables using a mobile number in conjunction with a non-telephony internet connected device. The system also facilitates SMS communication with Internet of Things devices and SMS communication in conjunction with over-the-top (OTT) services.

A computer network, including at least one server computer having a non-transitory computer readable medium programmed to connect customers needing product or service support with an advisor. Each advisor has a device programmed to interface with the at least one server computer. Then at least one server computer includes a database of registered advisors and a database of active customers. Then at least one server computer is programmed to initiate a customer service session upon receiving a request from a first customer computing device. A telecommunications system that connects customers to advisors that includes voice, video, and text, ticket submission that interacts with the computer network to create support tickets and provides call tracking features. A method allows advisor managers to create teams of advisors, create a custom greeting for the team, create ring schedules for team members, and share the team phone number with customers via text message.

Technologies are disclosed for voice-controlled monitoring of computing resources in a service provider network. Verbal requests for information about the status of computing resources in a service provider network are recorded and transmitted to a voice service. The spoken utterances are translated into text and analyzed to determine the intent of the speaker and to extract relevant words by a voice service. The voice service provides a request to a serverless compute service that identifies the intent of the speaker and includes the words extracted from the verbal utterance. The serverless compute service, in turn, executes a voice command processing function to identify the resources, obtain the status information, and construct a textual reply to the request that includes the status information. The textual reply can then be provided to the voice service for conversion into spoken audio and playback to the requesting user.

A system and method and enables using a mobile number in conjunction with a non-telephony internet connected device. The system also facilitates SMS communication with Internet of Things devices and SMS communication in conjunction with over-the-top (OTT) services.

Systems, methods, and computer-readable storage devices for converting text messages to speech data. A text message may be received. The text message may be associated with a recipient identification of a recipient of the text message. Preference information for converting the text message to speech data may be received. The text message may be converted to the speech data based on the preference information. The speed data may be communicated to the recipient.

A virtual assistant system for communicating with customers uses human intelligence to correct any errors in the system AI, while collecting data for machine learning and future improvements for more automation. The system may use a modular design, with separate components for carrying out different system functions and sub-functions, and with frameworks for selecting the component best able to respond to a given customer conversation.

A voicemail receptionist system includes a memory and a processor. The memory can store data relating to one or more users. An incoming communication can be handled by the voicemail receptionist system and provided with functionality based upon a user's preferences, for example. The data stored by the voicemail receptionist system can be updated at any time, or automatically updated upon updating of the data, or upon occurrence of a trigger event. Voicemail receptionist functionality can include standard voicemail system functionality as well as functionality relating to email, text messaging, MMS messaging, calendar features, schedule announcements, location data, as well as other features.

A system and method for call data processing are provided. Multiple call sessions are monitored for an agent on an agent console. The content of each call session is displayed on the agent console. A selection of a script is received from the agent and at least a portion of the script is provided to a participant of one such call session as synthesized speech. A text message is received from the agent for another participant of a different call session, while the script is provided to the participant of the one such call session. The received text message is converted to synthesized speech and the synthesized speech is provided to the other participant of the different call session while the script is provided to the participant of the one such call session.

A system and method for automated call center operation facilitating agent-caller communication are provided. Multiple call sessions with users are simultaneously provided for an agent on a display. One of the call sessions is identified as active and the agent is allowed to communicate with the user of that call session. Speech utterances for each of the remaining call sessions are received from the user participating in that call session. Each received speech utterance is transcribed and displayed with the associated call session while the agent is communicating with the user of the active call. During the call sessions, text messages are received from one or more of the user of the active call and at least one of the users of the remaining call sessions. The text messages are displayed with the associated call sessions while the agent is communicating with the user of the active call session.

A method and a system for transmitting messages containing multimedia information or content that enables transmission and communication of multimedia messages between subscribers connected to telecommunication systems of different system operators. The inventive system includes a first mobile station terminal from which a multimedia message is sent, a second mobile station terminal that is the intended recipient of the multimedia message, a digital mobile network, a first multimedia message server for receiving a multimedia message from the first mobile station terminal, a first address database associated with the first multimedia message server, a second multimedia message server for receiving the multimedia message from the first multimedia message server, an IP network for carrying communications between the first and second multimedia message servers, and a second address database associated with the second multimedia message server.