Video-assisted presence detection is used to enhance a user experience in telephony communications. Image data, video data, or both, from a camera are used to determine whether a user is present at their device before a call is transferred to him or her. The video-assisted presence detection can be implemented based on a privacy setting. For example, one implementation allows a system to have partial access to the camera to perform a scan to detect that there is a human present without capturing facial information, and without identifying that person. Another implementation allows the system to have partial access to the camera to scan the a face of a user, but not have access to the video feed of the camera. Another implementation allows the system to have full access to the camera.

In an example embodiment, a cloud-based unified communications solution and collaboration platform is provided that includes private branch exchange (PBX) business phone service, among other services, in one interface. Furthermore, in an example embodiment, this cloud-based unified communications solution enables a feature called “call flip,” which allows a user to transfer an active phone call from one device of the user to another device of the same user, without disconnecting the phone call, and despite both devices sharing a common extension or phone number. More particularly, the system is able to detect that a user wishes to perform a “call flip”, identify the device from which the user is attempting to perform the call flip, identify the other devices associated with the user, and then ring only the other devices and not the device from which the user is attempting to perform the call flip.

In an example embodiment, a cloud-based unified communications solution and collaboration platform is provided that includes private branch exchange (PBX) business phone service, among other services, in one interface. Furthermore, in an example embodiment, this cloud-based unified communications solution enables a feature called “call flip,” which allows a user to transfer an active phone call from one device of the user to another device of the same user, without disconnecting the phone call, and despite both devices sharing a common extension or phone number. More particularly, the system is able to detect that a user wishes to perform a “call flip”, identify the device from which the user is attempting to perform the call flip, identify the other devices associated with the user, and then ring only the other devices and not the device from which the user is attempting to perform the call flip.

A voice call transfer method includes when a target device receives an incoming voice call as a called party, displaying, on a call application interface, a device identifier of a first device that can perform voice call transfer, receiving a selection operation performed on the device identifier, triggering the target device to enter a voice call transfer mode, and sending first voice data from a calling party device to the first device when it is determined that the target device performs a voice call with the calling party device and is in the voice call transfer mode, so that the first device plays the first voice data.

A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.

A method and system for providing a data consolidation for improved customer communication and agent performance evaluation in a multi-channel contact center are provided. The method includes receiving interaction data of an agent with customers across different communication channels within the contact center, consolidating the interaction data received across the different communication channels, aggregating the consolidated data to generate a set of metrics indicative of agent performance, inputting the set of metrics into an agent performance measurement framework, and determining a performance score for the agent based on an output of the agent performance measurement framework.

According to one embodiment, facilitating communications through a communication device can comprise monitoring, by the communication device, one or more environmental sensors of the communication device including at least one sensor collecting biometric information. A presence of one or more people can be detected by the communication device based on the monitoring or the one or more environmental sensors and the detected one or more people can be identified by the communication device based at least in part on input from the one or more environmental sensors. One or more possible actions related to communications through the communication device can be determined by the communication device based on the identified one or more people. A user interface including a prompt for at least one of the determined one or more possible actions related to communications through the communication device can then be provided.

A system establishes an agent communication with a customer. An agent computer with a first processor and a first memory receives a batch notification identifying a batch of one or more customer records in the agent computer, for communication in the near future. The one or more customer records is associated with one or more customers. A second computer with a second processor and a second memory provides the batch notification identifying the batch of one or more customer records in the agent computer. The system determines a next step action by taking into account touch specific outcome correlation data, marketing outcome correlation data, and/or correlation between touch specific outcome correlation data and overall outcome data.

A system establishes an agent communication with a customer. An agent computer with a first processor and a first memory receives a batch notification identifying a batch of one or more customer records in the agent computer, for communication in the near future. The one or more customer records is associated with one or more customers. A second computer with a second processor and a second memory provides the batch notification identifying the batch of one or more customer records in the agent computer. The system determines a next step action by taking into account touch specific outcome correlation data, marketing outcome correlation data, and/or correlation between touch specific outcome correlation data and overall outcome data.

Providing multi-device services using a network application programming interface. The server obtains the accessibility in-ormation which indicates the plurality of devices and their capabilities. The plurality of devices have a same user identity. In this way, the server can take control on devices of participate for MuD services.