In an example embodiment, a solution is provided that introduces a second level IVR component controlled by a call control service that also controls a first IVR component. Controlling the IVR components using this call control service (which also interfaces with client software operated by a human agent) allows for data collected during the IVR sessions or during a live session with the human agent to be shared among the components. This also acts to eliminate the need for a traditional “transfer” of a call from a human agent to an IVR or vice versa, which would often be accompanied by audible clicks or beeps discernable to the caller.

In an example embodiment, a solution is provided that introduces a second level IVR component controlled by a call control service that also controls a first IVR component. Controlling the IVR components using this call control service (which also interfaces with client software operated by a human agent) allows for data collected during the IVR sessions or during a live session with the human agent to be shared among the components. This also acts to eliminate the need for a traditional “transfer” of a call from a human agent to an IVR or vice versa, which would often be accompanied by audible clicks or beeps discernable to the caller.

A method and system enables converting Application-to-Person (A2P) messaging to Person-to-Person (P2P) messaging. Customer replies to short code A2P messages are diverted to alternate destinations in an enterprise. Enterprise destinations include call center operations and data enabled devices in various departments in an enterprise. Information collected from the reply messages can be used to determine the appropriate destination and can be used to analyze support and marketing statistics.

A system including a mobile application on a user's mobile device for connecting to a plurality of contact centers and providing personalized context to the user. The system includes: the mobile application; a connection from the mobile application to a central API service, wherein the central API service provides authentication tokens to the mobile application for facilitating interaction therebetween; a plurality of vendors which the user has associated with their profile and have been integrated with the central API service, wherein the vendors are operably connected with the central API service for information sharing; and a plurality of media channels connecting the plurality of vendors with the central API service, allowing the user to: view personalized context from past interactions between the user and the plurality of contact centers through the mobile application; and connect with the contact centers.

Disclosed is an inter-agent cross-blade-server calling method, and the method includes that: a source blade server where an agent initiating a call gets registered and logs in detects that a call between agents is an inter-agent cross-blade-server call; the source blade server indicates a target blade server to hand over a called agent to the source blade server to host the called agent; and a session between the agent initiating a call and the hosted called agent is generated at the source blade server. Also disclosed is an inter-agent cross-blade-server calling system, where the target blade server is configured to, according to an indication of the source blade server, hand over the called agent to the source blade server to host the called agent and return the related registration and login information to the source blade server. By virtue of the disclosure, a complete inter-agent call can be rapidly and cooperatively performed in the case of cross-blade-servers, thus lowering difficulties in implementing an inter-agent cross-blade-server call.

In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.

A system including a mobile application on a user's mobile device for connecting to a plurality of contact centers and providing personalized context to the user. The system includes: the mobile application; a connection from the mobile application to a central API service, wherein the central API service provides authentication tokens to the mobile application for facilitating interaction therebetween; a plurality of vendors which the user has associated with their profile and have been integrated with the central API service, wherein the vendors are operably connected with the central API service for information sharing; and a plurality of media channels connecting the plurality of vendors with the central API service, allowing the user to: view personalized context from past interactions between the user and the plurality of contact centers through the mobile application; and connect with the contact centers.

In an example embodiment, a solution is provided that provides multiple call control service instances for each media server instance. When one of the call control service instances needs to be updated, the media server is instructed to direct newly received voice calls to another of the call control instances. The call control service instance to be updated remains operating normally until all voice calls handled by that call control service instance have ended naturally, but any new calls received during that time are directed to one of the other call control service instances. Only once all the voice calls handled by the call control service instance to be updated have ended is that call control service instance actually updated, without having had to disconnect a live call.

In an example embodiment, a solution is provided that provides multiple call control service instances for each media server instance. When one of the call control service instances needs to be updated, the media server is instructed to direct newly received voice calls to another of the call control instances. The call control service instance to be updated remains operating normally until all voice calls handled by that call control service instance have ended naturally, but any new calls received during that time are directed to one of the other call control service instances. Only once all the voice calls handled by the call control service instance to be updated have ended is that call control service instance actually updated, without having had to disconnect a live call.

A video stream of a video call between a communication endpoint of customer and a communication endpoint of a contact center agent is received. The video stream of the video call is processed in real-time to generate a real-time emotion transcript. The real-time emotion transcript tracks a plurality of separate emotions based on non-verbal expressions (e.g. facial expressions) that occur in the video stream of the video call. For example, different emotions of both the customer and the contact center agent may tracked in the real-time emotion transcript. The real-time emotion transcript is compared to an emotion transcript of at least one previous video call to determine if the video call should be handled differently in the contact center. In response to determining that video call should be handled differently in the contact center, an action determined to change how the video call is managed in the contact center.