Implementations for providing communication services using a virtual environment are described. An audio communication session may be established between a first user device and a second user device. The second user device may answer the audio communication session using a virtual environment. The virtual environment may be updated to display virtual features associated with the communication session.

A method for coordinating actions between an audio channel and a synchronized non-audio channel includes receiving an indication of a start of a session associated with a user and having an audio channel that is synchronized with a non-audio channel. Thereafter, repeated determinations are made as to whether a prompt on the non-audio channel has been received from the user. In response to each determination that the prompt on the non-audio channel has not been received from the user, a signal is sent to cause an inaudible output on the audio channel to the user. In response to a determination that the prompt on the non-audio channel has been received from the user, an audible output is selected based on an activity by the user on the non-audio channel, and a signal is sent to cause the audible output to be output on the audio channel.

A system for providing a caption feedback service to a call center agent includes a plurality of TRS providers, a caption feedback system, and a plurality of call centers. The TRS providers provide a transcription service to TRS users during phone calls between the TRS users and peers, and the call centers connect phone calls between customers and call agents. The caption feedback system is connected to the caption feedback agents of the TRS providers and caption feedback clients of the call centers via data networks. If the caption feedback system finds that the TRS user's phone number matches the customer's phone number and the peer's phone number matches the call center's phone number, the caption feedback server connects the TRS provider to the call center via data network to enable transfer of the caption data of the call agent's voice from the TRS provider to the call center.

Described herein are systems, devices, methods, and media providing emergency data to emergency service providers (ESP; e.g., public safety answering points (PSAPs)). Also provided are systems, methods, and media for utilizing location data and geofences to provide emergency data to ESPs and interactive graphical displays to efficiently display relevant emergency data.

The technology disclosed herein enables communications among users having communication session requests waiting in a queue. In a particular embodiment, a method includes determining that a first communication session request from a first endpoint is in a queue for establishing a communication session with a receiving endpoint to which the queue is regulating access. While the first communication session request is in the queue, the method includes connecting the first endpoint to a communication channel between the first endpoint and a second endpoint having a second communication session request in the queue. Also, while the first communication session request is in the queue, the method includes exchanging user communications between the first endpoint and the second endpoint over the communication channel.

A system for automatic authentication of service requests includes authentication of a remote access device. This authentication may be accomplished automatically prior to text or audio communication between a customer and a service agent. In some embodiments, authentication is accomplished automatically by authentication of the remote access device or accomplished by asking the customer questions. A single authentication of the remote access device may be used to authenticate a service request transferred between service agents. The authentication of the remote device may include, for example, use of a personal identification number, a fingerprint, a photograph, and/or a hardware identifier. Some embodiments include an intelligent pipeline configured for managing queues of customer service requests and/or customer service agent control over a customer's access device. Some embodiments include logic configured to manage and enhance communication channels between devices.

A hard phone, a method for implementing a traffic operation, a call center system, and a non-transitory computer-readable storage medium. The hard phone may include: a processing module (11), an input module (12), a sending module (13), a display device (14), and a receiving module (15). The display device (14) displays different types of traffic operation instructions such that a user carries out selection. The input module (12) receives the traffic operation instruction inputted by the user and an identity identification of a target attendant, and transmit to the processing module (11). The processing module (11) processes the traffic operation instruction and the identity identification according to a preset protocol, and then transmit same to the sending module (13), and send to a server via the sending module (13). The receiving module (15) receives and transmit the execution result to the processing module (11).

A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

A dialing list comprising call records can be processed by a call handling component(s) in a contact center in various dialing modes. A call record may be processed to originate a voice call, where the agent manually dials the call as a voice telephone call. In another embodiment, one or more call records can be processed to originate a SMS text call or group text call, where the agent also determines when the call(s) originates. The agent is presented with a graphical user interface tailored to the dialing mode. The dialing mode used may be defined by the dialing list the call record is retrieved from, information from within the call record itself, application of a rule, or input from the agent. The dialing mode may be altered under certain conditions. When the call is originated, various compliance oriented tests, including calling windows and call attempts, are performed.

Embodiments of the present invention provide systems and methods for automatically controlling an electronic illumination device to indicate information pertaining to workstations or agents of a customer contact center. Some embodiments are useful in the context of employee management because the illumination devices are used to indicate information about tasks that employees are engaged in, the performance of the employees, and the status of the employees. A computer system coupled to the illumination device executes control software configured to send control signals over a communication interface, such as USB or Bluetooth. The data sent to the electronic illumination device can cause the illumination device to turn off or on, change color, blink, strobe, etc., for producing desired lighting effects representative of a status or event associated with an employee or workstation.