Language Line Services, Inc.

Adam Caldwell

Jeffrey Cordell

James Boutcher

Jordy Boom

Lindsay D'Penha

A computer-implemented contact center platform has a receiver that receives a service request for a service provided by a remotely situated service server. Further, the computer-implemented contact center platform has a transmitter that sends, to a customer relationship management system via a network, a data request for data pertaining to the service request via a first function call through an application programming interface corresponding to a remotely-situated customer relationship management system that stores one or more records pertaining to the service. The computer-implemented contact center platform is distinct from the remotely-situated customer relationship management system. Further, the computer-implemented contact center platform has a memory device have a data cache that stores the data pertaining to the service request.

Resiliency configuration for a cloud-based contact center system

A process generates, at a computer-implemented service provider platform, a simulated user request for a service. Further, the process sends, from the computer-implemented service provider platform to a computing device associated with an agent, the simulated user request for a service. Additionally, the process performs, with a processor at the computer-implemented service provider platform, an assessment of agent responsiveness to the simulated user request for the service. Finally, the process automatically generates, with the processor at the computer-implemented service provider platform, one or more actions based on the assessment.

Testing configuration for assessing user-agent communication

A computer-implemented process receives, from a client representative communication device, a request to initiate a voice-based communication to a customer communication device on behalf of a client entity. The request comprises a telephone number associated with the customer communication device. The client representative device being is operated by a client representative that speaks a first human-spoken language, and the customer communication device is operated by a customer that speaks a second human-spoken language, which is distinct from the first human-spoken language. The computer-implemented process routes, with a processor, the request to a language interpreter communication device. The computer-implemented process initiates, with the processor, a communication request from the language interpreter communication device to the customer communication device. Furthermore, the computer-implemented process receives, at a processor-implemented interactive voice recognition system, a callback subsequent to the communication request from the language interpreter communication device to the customer communication device being unanswered.

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Carmel Valley, CA, United States of America

Adam Caldwell