Aspects of the subject disclosure may include, for example, a system, including: a camera; a media projector; a directional microphone; a processing system including a processor; and a memory that stores executable instructions that, when executed by the processing system, facilitate performance of operations of: detecting a subscriber entering an intelligent area; receiving a communication for the subscriber from a communications network; determining whether the subscriber can accept the communication; and responsive to a determination that the subscriber can accept the communication: monitoring a position of the subscriber in the intelligent area; and discretely delivering the communication to the subscriber based on the position. Other embodiments are disclosed.

A video voicemail recording system enables a caller to leave a conventional audio voicemail message over the telephony connection used for routing a call or to leave a message of a different communication modality using a client application at the calling device. A call is routed to a client device from a calling device. In-call options for selection at the calling device are presented responsive to the call going unanswered, in which a first in-call option allows an operator of the calling device to record an audio-only voicemail message over the telephony service and a second in-call option allows the operator of the calling device to record or input a message of a second communication modality (e.g., a video message). A request to open the client application at the calling device is transmitted responsive to a selection of the second in-call option. The message is received in response thereto.

A method to present communications is provided. The method may include obtaining, at a device, a request from a user to play back a stored message that includes audio. In response to obtaining the request, the method may include directing the audio of the message to a transcription system from the device. In these and other embodiments, the transcription system may be configured to generate text that is a transcription of the audio in real-time. The method may further include obtaining, at the device, the text from the transcription system and presenting, by the device, the text generated by the transcription system in real-time. In response to obtaining the text from the transcription system, the method may also include presenting, by the device, the audio such that the text as presented is substantially aligned with the audio.

Various embodiments relate generally to data science and data analysis, computer software and systems, and control systems to provide a platform to implement automated responses to data representing electronic messages, among other things, and, more specifically, to a computing and data platform that implements logic to facilitate implementation of an automated predictive response computing system independent of electronic communication channel or payload of an electronic message payload, the automated predictive response computing system being configured to implement, for example, an automated voice-text response engine configured to build and adaptively implement conversational data flows based on, for example, classification of an electronic message and a predictive response. In some examples, a method may include detecting an electronic message includes inbound voice data, analyzing inbound voice data, invoking an automated response application, and selecting a response, among other things.

A video voicemail recording system enables a caller to leave a conventional audio voicemail message over the telephony connection used for routing a call or to leave a message of a different communication modality using a client application at the calling device. A call is routed to a client device from a calling device. In-call options for selection at the calling device are presented responsive to the call going unanswered, in which a first in-call option allows an operator of the calling device to record an audio-only voicemail message over the telephony service and a second in-call option allows the operator of the calling device to record or input a message of a second communication modality (e.g., a video message). A request to open the client application at the calling device is transmitted responsive to a selection of the second in-call option. The message is received in response thereto.

A virtual assistant system for communicating with customers uses human intelligence to correct any errors in the system AI, while collecting data for machine learning and future improvements for more automation. The system may use a modular design, with separate components for carrying out different system functions and sub-functions, and with frameworks for selecting the component best able to respond to a given customer conversation.

Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queuing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.

Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queuing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.

A computer network, including at least one server computer having a non-transitory computer readable medium programmed to connect customers needing product or service support with an advisor. Each advisor has a device programmed to interface with the at least one server computer. Then at least one server computer includes a database of registered advisors and a database of active customers. Then at least one server computer is programmed to initiate a customer service session upon receiving a request from a first customer computing device. A telecommunications system that connects customers to advisors that includes voice, video, and text, ticket submission that interacts with the computer network to create support tickets and provides call tracking features. A method allows advisor managers to create teams of advisors, create a custom greeting for the team, create ring schedules for team members, and share the team phone number with customers via text message.

Methods and systems directed to retrieving voicemails from a voice mailbox server. In particular embodiments, a mailbox server may receive a notification from the voice mailbox server and connect to the voice mailbox server providing the credentials of a client device, and pull new voicemails for storage at the mailbox server. In particular embodiments, mailbox server periodically polls voice mailbox server for new voicemail messages. In particular embodiments, a client device polls or receives notification of new voicemails, and transmits a downloaded message to the mailbox server.