Contact centers often encounter situations where a group of customers have a common issue to be addressed. Connecting each customer to an agent for one-on-one communication may be effective, but it is resource intensive both in terms of networking and computer requirements and the time an agent spends repeating the same information. By performing an initial assessment of customers' issues, a common issue may be discovered that a common issue exists that can be handled in a group lecture pod, wherein a number of customer connect to interact with an agent and optionally to each other. Provided confidential information is not required, and any other required consent given, customers may be connected to the group lecture pod for more immediate resolution of a common issue and not have to stay in queue to wait for an agent to become available for a one-on-one interaction.

An analytics system to analyze and report customer experience, comprising a customer interface device, an analysis server which analyzes data from a customer and a machine, and the database which is connected to the customer interface device and to the analysis server wherein the database receives data from the customer interface device, and/or the analysis server. The analytics system analyzes and reports customer experience.

Certain aspects of the disclosure are directed to customization of a contact center, using a data communications server. According to a specific example, the data communications server includes circuitry configured and arranged to provide data communications services to a plurality of remotely-situated client entities. The data communications server further provides a graphical user interface (GUI) for each respective remotely-situated client entity, the GUI including a display of communications-based campaigns, interactive voice response (IVR) tools, and data analytics. Moreover, the data communications server provides a display on the GUI including selectable components to create for the associated remotely-situated client entity, a customization for handling incoming data communications by the data communications server. Accordingly, the data communications server may handle communications for the associated remotely-situated client entity according to the provided customization.

An emergency call data relay includes a frame buffer and a frame handler. The frame buffer stores data frames received from a central system (e.g., a central CPE host). The data frames include call data associated with an emergency call being handled at a remote system (e.g., a PSAP) connected to the central system. The frame handler receives a data frame from the frame buffer, identifies a remote system handling the emergency call associated with the call data based on a network address in the data frame, extracts the call data from the data frame, and generates an output packet for a data gateway. The output packet has a header indicating a particular data gateway profile associated with the identified remote system handling the emergency call.

An analytics system to analyze and report customer experience, comprising a customer interface device, an analysis server which analyzes data from a customer and a machine, and the database which is connected to the customer interface device and to the analysis server wherein the database receives data from the customer interface device, and/or the analysis server. The analytics system analyzes and reports customer experience.

A speaker identification system (system) automatically assigns a speaker to voiced segments in a conversation, without requiring any previously recorded voice sample or any other action by the speaker. The system enables unsupervised learning of speakers' fingerprints and using such fingerprints for identifying a speaker in a recording of a conversation. The system identifies one or more speakers, e.g., representatives of an organization, who are in conversation with other speakers, e.g., customers of the organization. The system processes recordings of conversations between a representative and one or more customers to generate multiple voice segments having a human voice, identifies the voice segments that have the same or a similar feature, and determines the voice in the identified voice segments as the voice of the representative.

The present disclosure relates to a system and method configured for matching subjects that call into a call center where calls are answered by care consultants that provide health care or consult on health care remotely via the call center, wherein the matching is based on holistic information related to both the individual subjects and the individual care consultants. The method being performed by one or more hardware processors configured by machine-readable instructions, the method comprising responsive to receiving a call from a first subject, obtaining first subject information associated with the first subject, obtaining care consultant information associated with a plurality of care consultants associated with the call center including first care consultant information associated with a first care consultant, and analyzing the first subject information and the first care consultant information to determine whether a match exists between the first subject and the first care consultant.

A speaker identification system (system) automatically assigns a speaker to voiced segments in a conversation, without requiring any previously recorded voice sample or any other action by the speaker. The system enables unsupervised learning of speakers' fingerprints and using such fingerprints for identifying a speaker in a recording of a conversation. The system identifies one or more speakers, e.g., representatives of an organization, who are in conversation with other speakers, e.g., customers of the organization. The system processes recordings of conversations between a representative and one or more customers to generate multiple voice segments having a human voice, identifies the voice segments that have the same or a similar feature, and determines the voice in the identified voice segments as the voice of the representative.

A method and a system of optimizing call distribution among callers for improved positive outcome is disclosed. In an embodiment, the method may include receiving at least one attribute associated with one or more callers, and at least one attribute associated with one or more callees. The method may further include calculating an overall cost associated with each of the one or more callers with respect to each of the one or more callees, based on the at least one attribute associated with the one or more callers and the at least one attribute associated with the one or more callees, using an Artificial Intelligence (AI) model. The method may further include allocating a caller to a callee based on the overall cost.

A system and method including receiving a request to enqueue a communication session; adding the communication session to the queue of a plurality of communication sessions; upon adding the communication to the queue, transferring control logic to the configured wait-state application; receiving a dequeue request initiated by a second entity; in response to the dequeue request, managing the procession of communication sessions in the queue; and dequeuing a communication session from the queue.