Methods, systems, and computer-readable media consistent with the present disclosure manage multiple telephone calls by managing a session record associated with the call, amending the session record according to a plurality of rules to reflect a plurality of instructed actions, evaluating an amended session record to derive at least one of the plurality of instructed actions, and implementing a derived instructed action on the call under the control of an automated apparatus.

Context data management in a contact center environment is provided. For example, a method comprises receiving a given contact instance for a given user of a contact center, wherein the contact center comprises a plurality of communication channels configured to enable the user to initiate a contact instance and wherein the given contact instance is received over one of the plurality of communication channels. The method further comprises one of generating and updating a context data management pattern in response to receiving the given contact instance, wherein the context data management pattern comprises a data structure of one or more records that maintain information relating to the given contact instance received over the one of the plurality of communication channels and information relating to one or more previous contact instances associated with the user received over one or more of the plurality of communication channels.

An example method of operation may include one or more of identifying an outbound call placed by a mobile device subscribed to a protected carrier network, determining the outbound call is destined for a destination telephone number that was stored in a call history of the mobile device, determining the destination telephone number is a scam call suspect telephone number based on one or more identified call filter parameters associated with the destination telephone number, and forwarding a scam call notification to the mobile device while the outbound call is dialing the destination telephone number.

Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.

A method of providing a recent call list of calls recently received or initiated by a telecommunications device where information on recent services which are services recently handled by or using the telecommunications device other than calls are incorporated as entries in a recent call list of the telecommunications device. Each entry can be formed by a data structure being composed of a plurality of data fields. Each data field can include a data value. An entry representing a recent service other than a call in the recent call list can include a service code identifying a recent service as a data value. A device, system, and apparatus can be configured to utilize or execute the method.

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing a spam telephone call reducer are disclosed. In one aspect, a method includes the actions of receiving first telephone call data that reflects telephone calls received by a first user and second telephone call data that reflects telephone calls received by a second user. The actions further include comparing the first telephone call data and the second telephone call data. The actions further include determining that the first user received more spam telephone calls than the second user. The actions further include determining a first characteristic of the first user and a second characteristic of the second user. The actions further include determining an action that increases a similarity of the first characteristic to the second characteristic. The actions further include performing the action on the first characteristic.

A speech recognition server has a speech recognition engine, and a mode control table to hold a speech recognition mode for each call. The speech recognition engine has a mode management unit to designate a speech recognition mode for a decoder, and an output analysis unit to analyze recognition result data speech-to-text converted by speech recognition. The output analysis unit designates the speech recognition mode for the mode management unit in accordance with result of analysis of the recognition result data speech-to-text converted by the speech recognition. The mode management unit designates the speech recognition mode for the decoder in accordance with the designation with the output analysis unit. Upon speech recognition of call data, it is possible to suppress hardware resource consumption while improve users' satisfaction.

A system for estimating a wait time to connect a customer to an agent according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to receive incoming interaction data from the customer indicative of a request to estimate the wait time, retrieve historical data indicative of interaction information for one or more interactions that have already been serviced in response to receipt of the request, and generate a wait time estimation based on the historical data.

An example method of operation may include one or more of identifying an outbound call placed by a mobile device subscribed to a protected carrier network, determining the outbound call is destined for a destination telephone number that was stored in a call history of the mobile device, determining the destination telephone number is a scam call suspect telephone number based on one or more identified call filter parameters associated with the destination telephone number, and forwarding a scam call notification to the mobile device while the outbound call is dialing the destination telephone number.

A system and method for dynamically providing safe call back numbers to use to respond to an inbound communication, the method comprising parsing message records from a message server, analyzing the message records for untrustworthy phone numbers by comparing content of the message records to a reference data set that is retrieved from a database, the reference data set including genuine and fraud data wherein the genuine and fraud data includes entities and contact information corresponding to the entities, determining untrustworthy phone numbers in the message records from the analysis, and generating remedy actions based on the determination of the untrustworthy phone numbers.