A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.

This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.

A method and apparatus are provided for presenting content to a caller and/or a called party in association with a telephone call or other communication connection. Content may be presented pre-ring (before the called party's telephone rings), in-call, and/or post-call, and may be related to a party participating in the call or may be related to a third party. Presentation of specified content may include assisted sharing, wherein both parties view the same content and one guides or assists the other. A received call may be split into signal and voice channels, with the signal channel used to notify a call controller of the call and the voice channel being directed to an agent selected by the call controller to handle the call.

A method of routing a customer to a desired representative of a call center includes, in accordance with an embodiment of the present disclosure, receiving a communication from the customer. The method also includes identifying, within a database saved to a server, a customer account associated with the customer, and identifying data indicative of one or more life event entries saved to the customer account and corresponding with one or more life events of the customer. The method also includes applying the identified data indicative of the one or more life event entries to a history-based statistical models, where each history-based statistical model represents a corresponding call routing channel. The method also includes assigning a probability score for each history-based statistical model, where each probability score represents a likelihood that the corresponding call routing channel represented by the history-based statistical model is desired by the customer. The method also includes routing, via a switch, the customer to the desired representative via the call routing channel associated with the desired representative.

Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different.

A method is provided. The method comprises associating a first pairing strategy to a first plurality of contacts during a first period of time, associating a second pairing strategy to a second plurality of contacts during a second period of time, associating a third pairing strategy to a third plurality of contacts during a third period of time, associating the first pairing strategy to a fourth plurality of contacts during a fourth period of time, associating the second pairing strategy to a fifth plurality of contacts during a fifth period of time, associating to a sixth plurality of contacts during a sixth period of time, determining a first performance measurement based on outcomes of the first, second, fourth, and fifth pluralities of contacts, determining a second performance measurement based on outcomes of the third and sixth pluralities of contacts, and outputting data that enables a comparison of the first and second performance measurements.

A communications routing system, and method, for representing a plurality of predicted characteristics of a plurality of communications sources, each having an economic utility; representing a plurality of predicted characteristics of a plurality of communications targets each having an economic utility; and determining an optimal routing between the plurality of communications sources and the plurality of communications targets, by maximizing an aggregate utility with respect to the respective predicted characteristics of communications source and communications destination represented by linkages.

A system herein provides automated call-back of customers who have terminated an inbound call by exercising a call-back option of an interactive voice response unit or by abandoning the inbound call, using predictive modeling of caller value to prioritize call-backs. The call management system monitors the inbound customer call and detects any termination of the customer call. A call-back module opens a call-back record for the terminated customer call and associates that call-back record with an identified customer. The call-back module retrieves customer demographic data and other data associated with the identified customer. A predictive module determines a value prediction signal for the identified customer by modeling purchase and lapse behaviors and classifies each identified customer for either priority call-back or subordinate call-back treatment. Priority call-back classification may result in assignment to a priority call-back queue, assignment to a priority call-back queue position, or call-back by a selected agent.

One example method of operation may include determining a call received from a calling party and intended for a subscriber device has an elevated likelihood of being a scam call, determining a percentage of calls over a current period of time being filtered as scam calls by a carrier server, when the percentage of calls being filtered as scam calls during the current period of time is above a call threshold percentage, retrieving call history information associated with a subscriber profile of the subscriber device, identifying one or more call patterns from the call history information of the subscriber profile corresponding to the received call, and determining whether to permit the received call based on the identified one or more call patterns.

The present disclosure provides systems and methods for routing incoming communications, such as calls, to a customer service representative or live agent. Specifically, the present disclosure provides a communication routing platform that can forward calls from multiple phones numbers to one or more call centers or live agents as well while simultaneously forwarding instructions for handling the calls.