A computer-implemented method, system and computer program product for enhancing auto dialer systems. A voice response from a communication device of a prospective customer to a telephone call made by the auto dialer is detected. The prospective customer's voice response is then analyzed to determine characteristics of the prospective customer. A profile of the prospective customer is then created containing such determined characteristics. Furthermore, the profiles of agents that are available to assist the prospective customer containing characteristics of such agents are analyzed. Additionally, the profile of the prospective customer is analyzed. After analyzing the profiles of the agents available to assist the prospective customer as well as the profile of the prospective customer, a free agent is identified that would best service the prospective customer based on such an analysis. The telephone call is then connected to the communication device of the identified agent to service the prospective customer.

Methods and systems for facilitating communication sessions between multiple communication points. The method includes receiving a communication request from a first user device associated with a first user, through a first communication point. The first communication point may be enabled with a context-to-call (C2C) feature. The method further includes determining a first communication mode selected by the first user device through the first communication point. The method includes identifying a second communication mode selected by a second user device associated with a second user. The method further includes processing the communication request based, at least in part, on a matching between the first communication mode and the second communication mode. The method further includes transmitting the communication request from the first user device to the second user device. The method includes initiating a communication session based on the processing step.

Systems and methods for multi-factor authentication of a caller identification (ID) identifier are disclosed. In embodiments, a method includes: receiving, by a computing device of a call recipient, a call request message from a remote caller device of a caller, the call request message including an authentication token shared between the caller and the call recipient, and an identifier; authenticating the caller using the authentication token; saving an authorized caller record in an authorized caller list on the computing device, the authorized caller record including the identifier; receiving an incoming telephone call from the caller, the incoming call including a caller ID identifier; determining that the caller ID identifier matches the identifier in the authorized caller record; and initiating completion of the call based on the determining that the caller ID identifier matches the identifier in the authorized caller record.

Methods and systems for facilitating communication sessions between multiple communication points. The method includes receiving a communication request from a first user device associated with a first user, through a first communication point. The first communication point may be enabled with a context-to-call (C2C) feature. The method further includes determining a first communication mode selected by the first user device through the first communication point. The method includes identifying a second communication mode selected by a second user device associated with a second user. The method further includes processing the communication request based, at least in part, on a matching between the first communication mode and the second communication mode. The method further includes transmitting the communication request from the first user device to the second user device. The method includes initiating a communication session based on the processing step.

Disclosed embodiments provide improved communication between a caller and multiple parties. A caller performs a call spray operation on a group of contacts using an electronic communication device such as a mobile telephone. The call spray operation attempts to contact an electronic device associated with each contact in the group of contacts. If one of the contacts answers and is deemed to be a live user, then the remaining contacts that did not answer each receive a message on their associated electronic device indicating which of the contacts answered the caller with a live user. In this way, a group of people can be conveniently contacted and kept up to date with the status of the communication with the caller.

A system and method of automatically sending text messages that supplement the content of an ongoing voice telephonic phone call. The automatic text messages include content sent to a calling party during and after the telephonic phone call. The system and method automatically send text messages to the telephone number utilized by a person who places a telephone call to another person or business. The telephone number dialed by the calling party is identified as the source of the automatic text message received by the calling party during the voice telephonic call. The content of the text message received by the calling party is relevant to the purpose of the ongoing telephonic phone call. The automatic text messaging system creates a 24/7 direct method of communication between businesses and customers, and vice versa, and between any parties to communications, without anyone entering a telephone number into a texting system.

Systems and methods for multi-factor authentication of a caller identification (ID) identifier are disclosed. In embodiments, a method includes: receiving, by a computing device of a call recipient, a call request message from a remote caller device of a caller, the call request message including an authentication token shared between the caller and the call recipient, and an identifier; authenticating the caller using the authentication token; saving an authorized caller record in an authorized caller list on the computing device, the authorized caller record including the identifier; receiving an incoming telephone call from the caller, the incoming call including a caller ID identifier; determining that the caller ID identifier matches the identifier in the authorized caller record; and initiating completion of the call based on the determining that the caller ID identifier matches the identifier in the authorized caller record.

A method and system that support re-establishing a dropped call or communication is disclosed. A terminal may publish its parameters to other terminals through in-band or out-of-band signaling. Token values may then be determined by a weighted sum of parameters, where the terminal having the largest weighted sum possesses the token. If the call or communication drops, the terminal possessing the token then initiates communication to the other terminals. In addition, a plurality of tokens may be used when there are more than two terminals in a call. The terminals may be partitioned into groups, where one of the terminals in each group possesses a token.

A communication session (e.g., voice or video) is established between a first party and a second party. The communication session is placed on hold or mute by the second party. While the first party is on hold or mute, an event associated with the second party is detected. For example, the second party calls a third party. In response to detecting the event associated with the second party, a progress update message is sent to first party on hold or mute. For example, the progress update message may be a voice message that states the second party (e.g., the contact center agent) is talking to a third party to resolve an issue of the first party. By sending the progress update message, the first party is apprised of the second party's progress in assisting the first party.

A method for establishing a telephone call between an originating device and a destination device. A call server receives an originating call made by an originating device to a dedicated number for a destination party. In response to receiving the originating call: (i) the originating call is parked; and (ii) a message is sent to the destination device of the destination party. The message informs the destination device of the originating call to the dedicated number so that the destination device is able to call the call server to be connected to the parked originating call.