The disclosed embodiments illustrate method and system for establishing a communication channel between computing devices in a customer care environment. The method includes receiving a first input from a customer-computing device associated with the customer. The received first input is compared with one or more pre-stored datasets. Based on the comparison, a plurality of options corresponding to each of a plurality of levels of one or more workflows is rendered on a user interface displayed on a display screen of the customer-computing device. A second input is received for one of the rendered plurality of options. The second input is representative of at least a preference of the customer for a service associated with a workflow. Based on at least the received second input, a communication channel is established between the customer-computing device and an agent-computing device associated with the customer care agent.

A method for identifying communicators as wanted or unwanted based on messages from such communicators comprising receiving, by the data processing system, an inbound message from a communicator, comparing, by the data processing system, the inbound message to fingerprints stored in a database accessible to the data processing system, determining, by the data processing system, at least one match to the fingerprints, determining, by the data processing system, an identity of the communicator by determining whether and how likely the communicator is wanted or unwanted based on the at least one match to the fingerprints, and configuring, by the data processing system, handling of calls from the communicator based on the identity.

A call captioning system for captioning a hearing user's (HU's) voice signal during an ongoing call with an assisted user (AU) includes: an AU communication device with a display screen and a caption service activation feature, and a first processor programmed to, during an ongoing call, receive the HU's voice signal. Prior to activating the caption service via the activation feature, the processor uses an automated speech recognition (ASR) engine to generate HU voice signal captions, detect errors in the HU voice signal captions, use the errors to train the ASR software to the HU's voice signal to increase accuracy of the HU captions generated by the ASR engine; and store the trained ASR engine for subsequent use. Upon activating the caption service during the ongoing call, the processor uses the trained ASR engine to generate HU voice signal captions and present them to the AU via the display screen.

A method and a User Equipment, UE (120) for detecting that the UE has received a fraudulent missed call, e.g. from a non-legitimate device (150). When receiving a missed call which is ended before a user of the UE has answered the incoming call, the UE determines the duration of the missed call, and indicates, e.g. to a user of the UE, the 5 duration of the missed call. The missed call may be determined as potentially fraudulent if the duration of the missed call is below or equal to a predetermined threshold.

Described are techniques including a computer-implemented method of maintaining a list of newly assigned phone numbers. The method further comprises intermittently removing phone numbers from the list of newly assigned phone numbers. The method further comprises determining that a newly assigned phone number initiates a number of calls per unit time that exceeds a threshold number of calls per unit time. The method further comprises automatically flagging the newly assigned phone number as a possible robocaller.

A computer-implemented conferencing method is disclosed. A conference session between a user and one or more other conference participants is initiated via a computer conference application. An attribute-specific pronunciation of the user's name is determined via one or more attribute-specific-pronunciation machine-learning models previously trained based at least on one or more attributes of the one or more other conference participants. The attribute-specific pronunciation of the user's name is compared to a preferred pronunciation of the user's name via computer-pronunciation-comparison logic. Based on the attribute-specific pronunciation of the user's name being inconsistent with the preferred pronunciation of the user's name, a pronunciation learning protocol is automatically executed to convey, via the computer conference application, the preferred pronunciation of the user's name to the one or more other conference participants.

A computer-implemented method for real-time modification of notification tones to distinguish an intended recipient of a notification tone is disclosed. The computer-implemented method includes monitoring an audio stream of an online conference for one or more audio notification tones. The computer-implemented method further includes detecting that a notification tone generated outside of the online conference matches the notification tone of an application or user device associated with two or more participants of the online conference. The computer-implemented method further includes responsive to detecting that the notification tone matches the notification tone of an application or user device associated with two or more participants of the online conference, generating an ameliorative action associated with the notification tone.

Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of contacts according to a behavioral pairing strategy with a balanced contact utilization; determining a second ordering of the plurality of contacts according to a performance-based routing strategy with an unbalanced contact utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed contact utilization between the balanced contact utilization and the unbalanced contact utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting an agent to a contact of the plurality of contacts in the contact center system.

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.

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.