One disclosed system comprises a server; a receiver device with a receiver identifier; a dialer device with a dialer identifier; a dialer programmed to initiate a voice call, over a voice channel, with the receiver device using the receiver identifier; a database; and a data channel connecting the dialer device, the receiver device, and the server. The database stores interaction data in association with both the receiver identifier and the dialer identifier. The system is programmed to: obtain a voice sample from the voice call; process the voice sample to obtain a search cue; obtain one or more interaction data from the database using the search cue; obtain a response data from the one or more interaction data; and surface, during the voice call, the response data to one of the dialer device and the receiver device.

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 and/or customer service agent control over a customer's access device. Some embodiments include logic configured to manage and enhance communication channels between devices.

A computer-implemented method and system for improving caller verification is provided. The method comprises registering an intended communications session by generating a key using, at least, a first call time window identifier, and storing the key in a database; in response to registering the intended communication session, receiving a request for caller verification, wherein the request comprises data representing a second call time window identifier; in response to receiving the request for caller verification, generating a comparison key based on the request; comparing the comparison key with the key stored in the database; and verifying the intended communication session in response to comparing the comparison key with the key.

The invention provides an interrogator for obtaining information associated with a caller identification, such as a telephone number, transmitted within an incoming telephone call including: a receiving device configured to receive the incoming telephone call and to extract the caller identification from the incoming telephone call; an interrogating device configured to receive the extracted caller identification from the receiving device and to interrogate information associated with the caller identification from an external data base, which is configured to operate independently from the user voice communication device for which the incoming telephone call is intended for; and a forwarding device configured to receive and to forward the interrogated information.

Systems and methods are disclosed for client-based control of revising caller identifications (IDs) for communications between a private network and a public network. An apparatus including a communications provider server and processing circuit that communicates client-specific sets of data over an interface protocol. The telecommunications-providing server revises a caller ID for a call based on the client-specific sets of data, an identifier that corresponds to a requesting endpoint, and a geographic region determined from the call request. Further, the telecommunications-providing server connects the VoIP call by accessing and passing a provisioned number. The provisioned number includes the revised caller ID which is a local number identified by the determined geographic region that the endpoint is located.

An enhanced routing system determines a service provider best suited to fulfill a user's request to interact and establishes a communication session between the user's client device and a device of the service provider. The enhanced routing system may use user characteristics and behavior to select the service provider. For example, the enhanced routing system receives a request to connect to a customer service system from a user who has recently started a new job and has been accessing a banking application on his mobile phone. The enhanced routing system may determine that a payroll service provider is best suited to fulfill the user's request. For example, the enhanced routing system uses a machine learning model that has been trained on previously fulfilled requests. In this way, the enhanced routing system improves upon systems that continuously prompt the user for information by selecting a service provider without overburdening the user.

An embodiment of a customer callback system operates by determining a call action indicating a customer to whom a representative is to speak. An identifier associated with the customer is determined. A plurality of computing activities corresponding to interactions between the computing device and one or more websites provided to the computing device over a defined period of time are retrieved. A pattern associated with when the plurality of computing activities corresponding to the interactions between the computing device and the one or more websites were performed is identified. The overlapping time of day is provided to the representative during which to perform the call action.

A call processing server 10 includes a registration unit 12 that receives a registration request of a suspicious call number from a user receiving a suspicious call to register the suspicious call number in a subscriber information storage unit 22, and a call processing unit 11 that refers to the subscriber information storage unit 22 to control an incoming call, in which the call processing unit 11 transmits, when an outgoing source of a call is the suspicious call number registered in the subscriber information storage unit 22, an alert guidance to an incoming destination terminal 5 before connecting the call, and the suspicious call number registered in the subscriber information storage unit 22 is shared by all users set in the subscriber information storage unit 22.

A multi-modal portal system provides an authorization prior to establishing a visual interface connection between a support user or caller and a client user or receiving party. Once the caller is authorized, the caller is permitted to drop-in such that a visual interface connection is established with the receiving party. The authorization can be based on a profile configuration that indicates whether the caller has the credentials required for the visual interface. The authorization can require that a notification be sent to a trusted user or primary contact or the caller can be associated with a profile configuration that allows for a pre-authorization without requiring the notification. Also, a schedule associated with the profile configuration can ensure a video notification of one or more scheduling parameters to the client user as well as the receipt of a video response from the client user.

Systems and methods described herein can automatically route an inbound call from an identified customer to one of a plurality of agents, the agent being selected on the basis of likelihood of a favorable outcome. The method determines a predictive model appropriate for the identified customer, with model variables including call center data, and targeted marketing data based upon risk data for the customer. An analytical engine calculates outcome predictions by applying the predictive model to values of model variables over a recent time interval. In a time-series analysis, this calculation is repeated while dynamically adjusting the recent time interval, until identifying a call routing option that satisfies a favorable outcome criterion. This method may be used to select the agent to handle the incoming call, and optionally to select a product for that agent to discuss with the identified customer.