A system, method, and computer program product to accurately route a call is disclosed, by providing a resource interface having one or more interface elements mapping a resource to a call based on current calls and predicted calls, determining a dynamic handling profile from a plurality of dynamic handling profiles that include call information which maps to a resource to provide a ruleset for handling one or more types of call requests, identifying a routing rule comprising one or more routing rules of the ruleset based on caller information, receiving an activation of a resource interface element of the resource interface to initiate a call routing request to forward an assigned call to the resource, and controlling the call routing request according to the routing rule of the dynamic handling profile to perform a call function associated with the assigned call.

A method including receiving an incoming call from a calling device of a caller and determining identification information for the calling device. The method also includes receiving voice audio data of the caller from the calling device, converting the voice audio data to caller phones, and identifying a customer account associated with the identification information. The method further includes obtaining user phones for multiple candidate users associated with the identified customer account, comparing the caller phones to the user phones for the multiple candidate users, and determining the identity of the caller based on the comparison.

Tangible, non-transitory, machine-readable media include instructions that cause a processor to receive a first indication that a user is attempting to communicate with a provider, and intercept communication between the user and the provider based on the first indication being received. The instructions also cause the processor to send user information to a provider application server based on the first indication being received, and display a visual interface that establishes communication with the relevant provider department or performs a transaction based on the first indication being received. The instructions further cause the processor to receive a second indication associated with performing the action associated with the provider via the visual interface; and performing the action based on the second indication being received.

A system can route calls based on a minimum expected delay, classification, and priority of the call. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.

A system, method, and computer program product to accurately route a call is disclosed, by providing a resource interface having one or more interface elements mapping a resource to a call based on current calls and predicted calls, determining a dynamic handling profile from a plurality of dynamic handling profiles that include call information which maps to a resource to provide a ruleset for handling one or more types of call requests, identifying a routing rule comprising one or more routing rules of the ruleset based on caller information, receiving an activation of a resource interface element of the resource interface to initiate a call routing request to forward an assigned call to the resource, and controlling the call routing request according to the routing rule of the dynamic handling profile to perform a call function associated with the assigned call.

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.

Methods and systems for facilitating communication sessions between multiple communication points via a contact number. The method includes receiving a purchase request from a first user device, through a first communication point which is enabled with a context-to-call (C2C) feature. The method further includes facilitating displaying of a predetermined list of contact numbers on the first user device and receiving a contact number selected by the first user. The method also includes processing the purchase request based, at least in part, on receiving subscription fees. The method also includes assigning the contact number to a C2C-enabled account of the first user, as a dedicated C2C-enabled contact number, based, at least in part, on purchase request-processing step. The method also includes facilitating the C2C-enabled account of the first user to receive calls from second user(s), on the dedicated C2C-enabled contact number, based, at least in part, on C2C contact-assigning step.

The method and system may provide a seamless handoff of user information from a drugstore to a call agent. When a customer communicates with a drugstore device regarding a drugstore-related inquiry, the drugstore device attempts to identify an answer to the drugstore-related inquiry. When the drugstore device does not identify an answer to the drugstore-related inquiry, the drugstore device initiates communication between the customer and a contact center. A transcribed version of the communication may be stored in a database accessible by the contact center along with additional user information for the customer related to the customer's experiences with the drugstore. The user information may be provided to a call agent's contact center device for display and in this manner, the call agent may be made aware of the communication to avoid asking repeat questions and to quickly and efficiently answer the customer's drugstore-related inquiry.

A system may include a processor that may execute computer-executable instructions that cause the processor to receive caller information regarding an incoming communication from a caller and receive a request from a user to route the incoming communication to a virtual assistant application. The virtual assistant application is configured to interact with the caller and determine whether the caller is associated a fraudulent caller activity stored on databases accessible by the processor. The processor may then receive an indication from the virtual assistant application that the caller is associated with the fraudulent caller activity and forward the incoming communication to another party in response to receiving the indication.

A computer-implemented method, system and computer program product for providing high quality speech recognition. A first speech-to-text model is selected to perform speech recognition of a customer's spoken words and a second speech-to-text model is selected to perform speech recognition of the agent's spoken words during a call. The combined results of the speech-to-text models used to process the customer's and agent's spoken words are then analyzed to generate a reference speech-to-text result. The customer speech data that was processed by the first speech-to-text model is reprocessed by multiple other speech-to-text models. A similarity analysis is performed on the results of these speech-to-text models with respect to the reference speech-to-text result resulting in similarity scores being assigned to these speech-to-text models. The speech-to-text model with the highest similarity score is then selected as the new speech-to-text model for performing speech recognition of the customer's spoken words during the call.