A method for handling contact center teleservices in voice and/or data through a plurality of mobile devices, such as smartphones, is disclosed. The invention is directed to a novel concept named “Event” in which any interaction between a customer and a call center platform via voice or data is uniquely identified. This concept introduces a functionality into the Cloud-Implemented Intelligent ACD making it able to identify each call or contact with a “tag” that is later used to manage all possible future interactions between the customers and the agents by linking them under the Agent Mobile Platform, while adding the capability to maintain open the communication originally established between a customer and an agent in the case of any communication interruption, either involuntary or voluntary, thus making the C-I IACD able to route the contact once the communication is reestablished or when the customer calls the contact center platform back again. This method enables the customer to be attended by one and the same agent for as many times as the business rules permit, until the customer closes the opened tag.

A contact center system and related methods for handling teleservices in voice and data through a plurality of mobile devices such as smartphones is provided. The contact center system is characterized by a very wide functional platform for contact center fully integrated in a single system, with maximum elasticity to increase or decrease capacities based on the characteristics of the cloud, and capable to deliver via an agent mobile platform all the functionality of a fixed-up workstation into a smartphone. The contact center system according to the embodiments is capable to route a call from a customer's device, using a local telecommunications network, to the contact center system, which transforms it into a digital call; the call is assigned to an agent using a mobile platform.

A customer service representative troubleshoots a software application on a mobile subscriber's user device (e.g., a mobile phone) by receiving configuration and settings information of the software application on the user device and then running a copy or instance of the software application on an emulator or in an emulation environment that simulates the user device, using the configuration and settings information. The customer service representative can then communicate emulation results and recommendations for revised software application configuration settings to the mobile subscriber, for example via the user device. In example embodiments the software application instance on the emulator does not use personal or private data of the mobile subscriber, for example content data in the software application instance that is on the user device.

A customer service representative troubleshoots a software application on a mobile subscriber's user device (e.g., a mobile phone) by receiving configuration and settings information of the software application on the user device and then running a copy or instance of the software application on an emulator or in an emulation environment that simulates the user device, using the configuration and settings information. The customer service representative can then communicate emulation results and recommendations for revised software application configuration settings to the mobile subscriber, for example via the user device. In example embodiments the software application instance on the emulator does not use personal or private data of the mobile subscriber, for example content data in the software application instance that is on the user device.

A Virtual agent that is a fully automated computer software solution that can engage with real people, customers, clients and even other agents. Virtual agents have personality with animation and engage with the customer via text or voice or a combination of both as an actual person. Virtual agents are able to answer customer questions and provide information to address their issues. Virtual agents transfer calls to live agents if they cannot address customer issues.

A base station capable of communicating with a user equipment (UE) includes a transceiver configured to transmit Channel State Information-Reference Signal (CSI-RS) according to a CSI-RS configuration comprising a number of antenna ports, and downlink signals containing the CSI-RS configuration and a precoding-matrix-construction configuration for precoding matrix indicator (PMI) reporting on physical downlink shared channels (PDSCH), the precoding-matrix-construction configuration comprising a first and second sampling factors, O.sub.1 and O.sub.2, and a first and second numbers, N.sub.1 and N.sub.2, receive, from the UE, uplink signals containing a precoding matrix indicator (PMI) derived using the CSI-RS according to the precoding-matrix-construction configuration, a controller configured to convert the PMI to one of predetermined precoding matrices.

Methods to select a carrier to connect a customer with a contact center. The method includes receiving an indication of a communication from a customer; automatically selecting a carrier to connect the customer to a contact center based on predetermined criteria; and connecting the communication to the contact center using a selected carrier.

A support agent uses a user interface within a web browser to support a remote internet of things (IoT) device in proximity to a user operating a smartphone having a proxy app installed thereon. The agent establishes a peer to peer connection between the smartphone proxy app and the agent user interface, such as with WebRTC. The proxy app scans for the IoT device and establishes a wireless connection between the smartphone and the IoT device. The agent by issuing instructions from the agent user interface to the smartphone proxy app is able to solicit or receive data from the IoT device, and to thereby adjust, configure, or diagnose the status of the IoT device. The proxy app may also establish video, voice or chat peer to peer communications with the agent, allowing the user to assist the agent in diagnosing the status of the IoT device.

In a method for managing a contact center, the method includes: receiving, by a processor, a first incoming communication from a communication device associated with a customer; determining, by the processor, the first incoming communication should not be routed to any agents from among a first group of agents; routing, by the processor, the first incoming communication to an electronic device operated by an agent from among a second group of agents; monitoring, by the processor, an outcome of an interaction between the agent and the customer; determining, by the processor, a quality level for the agent in handling the interaction with respect to the first incoming communication; and routing, by the processor, a second incoming communication to the second agent based on the quality level for the agent in handling the interaction with respect to the second incoming communication.

A base station capable of communicating with a user equipment (UE) includes a transceiver configured to transmit Channel State Information-Reference Signal (CSI-RS) according to a CSI-RS configuration comprising a number of antenna ports, and downlink signals containing the CSI-RS configuration and a precoding-matrix-construction configuration for precoding matrix indicator (PMI) reporting on physical downlink shared channels (PDSCH), the precoding-matrix-construction configuration comprising a first and second sampling factors, O.sub.1 and O.sub.2, and a first and second numbers, N.sub.1 and N.sub.2 receive, from the UE, uplink signals containing a precoding matrix indicator (PMI) derived using the CSI-RS according to the precoding-matrix-construction configuration, a controller configured to convert the PMI to one of predetermined precoding matrices.