Systems and methods for providing additional video call transfer functionality are disclosed. The systems and methods can enable a video call between a first user equipment (UE) and a second UE to be transferred to a video call between the second UE and a third UE either a video call or an audio call. The systems and methods can also enable the third UE to accept a transferred video call or to request that the video call be downgraded to an audio call. The systems and methods can incorporate a multimedia resource function (MRF) to connect to the second UE while the transfer is being negotiated and effected. The MRF can provide an audio stream and a video stream to the second UE to provide a “video hold” feature—to prevent the video call from dropping to an audio call automatically or dropping altogether.

The disclosed audio/video voicemail greeting system provides a user options to have multiple, customized, audio/video voicemail greetings of their choosing in response to a particular call or caller or groups of callers and the ability to choose between the various options in response to an incoming call. Users can create and save a plurality of custom audio/video voicemail greetings and the system allows the user to easily toggle between them in real time in response to an incoming call.

A system and method are disclosed for capturing, tracking, analyzing and automating analog and digital interactions. Embodiments include a system comprising one or more end user systems, one or more entity systems, and a computer operatively coupled to a display device. The computer is configured to monitor one or more communications on first and second communication channels between the end user and entity systems, group the one or more communications on the first and second communication channels by communication subject, and display the grouped communications on the display device.

The disclosed audio/video voicemail greeting system provides a user options to have multiple, customized, audio/video voicemail greetings of their choosing in response to a particular call or caller or groups of callers and the ability to choose between the various options in response to an incoming call. Users can create and save a plurality of custom audio/video voicemail greetings and the system allows the user to easily toggle between them in real time in response to an incoming call.

Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queueing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.

Video communications between multiple computer systems configured to transmit and receive video content. A client transmitter is enabled to transmit a video message for display on the client recipient. The client transmitter is configured to transmit or record the video message to the video server. The video message is archived by the video server. When the client recipient is unavailable during the beginning of the transmission of the video message and when the client recipient is available later during the transmission of the video message, the client recipient is enabled to display the video message from the beginning of the video message while the transmission of the video message is still ongoing.

A system and method are disclosed for capturing, tracking, analyzing and automating analog and digital interactions. Embodiments include a system comprising one or more end user systems, one or more entity systems, and a computer operatively coupled to a display device. The computer is configured to monitor one or more communications on first and second communication channels between the end user and entity systems, group the one or more communications on the first and second communication channels by communication subject, and display the grouped communications on the display device.

Video communications between multiple computer systems configured to transmit and receive video content. A client transmitter is enabled to transmit a video message for display on the client recipient. The client transmitter is configured to transmit or record the video message to the video server. The video message is archived by the video server. When the client recipient is unavailable during the beginning of the transmission of the video message and when the client recipient is available later during the transmission of the video message, the client recipient is enabled to display the video message from the beginning of the video message while the transmission of the video message is still ongoing.

A method to present communications is provided. The method may include obtaining, at a device, a request from a user to play back a stored message that includes audio. In response to obtaining the request, the method may include directing the audio of the message to a transcription system from the device. In these and other embodiments, the transcription system may be configured to generate text that is a transcription of the audio in real-time. The method may further include obtaining, at the device, the text from the transcription system and presenting, by the device, the text generated by the transcription system in real-time. In response to obtaining the text from the transcription system, the method may also include presenting, by the device, the audio such that the text as presented is substantially aligned with the audio.

Systems and methods for providing additional video call transfer functionality are disclosed. The systems and methods can enable a video call between a first user equipment (UE) and a second UE to be transferred to a video call between the second UE and a third UE either a video call or an audio call. The systems and methods can also enable the third UE to accept a transferred video call or to request that the video call be downgraded to an audio call. The systems and methods can incorporate a multimedia resource function (MRF) to connect to the second UE while the transfer is being negotiated and effected. The MRF can provide an audio stream and a video stream to the second UE to provide a video hold featureto prevent the video call from dropping to an audio call automatically or dropping altogether.