Newvoicemedia Limited

Vonage Business Limited

Other

Ashley Unitt

Alan McCord

Richard B Pickering

Jonathan Kershaw

Mark Fellowes

Andrew Carson

Selma Ardelean

Jonathan Grant

Anthony Buxton

Brian R Galvin

Dan Phipps

Joseph Moussalli

Richard Pickering

A system and method for emotion-enhanced natural speech using dilated convolutional neural networks, wherein an audio processing server receives a raw audio waveform from a dilated convolutional artificial neural network, associates text-based emotion content markers with portions of the raw audio waveform to produce an emotion-enhanced audio waveform, and provides the emotion-enhanced audio waveform to the dilated convolutional artificial neural network for use as a new input data set.

Optimal human-machine conversations using emotion-enhanced natural speech using hierarchical neural networks and reinforcement learning

A system and method for improved categorization and sentiment analysis which is fed textual data such as transcriptions or collated data from a network enabled service, or some other source, which then segments textual data into chunks, parses the data chunks, and analyzes it using a plurality of techniques and metadata gathering methods to determine the sentiment of participating individuals concerning entities mentioned in the textual data and to categorize the discussions, for the purpose of taking actions to improve business outcomes.

System and method for text categorization and sentiment analysis

A system and method for securely recording voice communications, comprising a network-connected computer server and an authentication system which verifies the validity of voice communications.

System and methods for tamper proof interaction recording and timestamping

A system for automatically automatic workflow triggering using real-time analytics, comprising an analytics server that receives and analyzes interaction information and a workflow server that produces workflow events based on the analysis, sends workflow events to handlers for processing, retrieves workflow-related data, and produces workflow reports for review, and a method for automatically automatic workflow triggering using real-time analytics.

System and method for intelligent sales engagement

A system and method for an optimized, self-learning and self-organizing contact center has been developed. This system and method uses principles and tools of information theory, including the latent Dirichlet allocation which reduces information to specific predetermined topics and a distribution of topic related words to infer its hidden, generative underpinnings so to self-organize a contact center, infer its desired electronic versus human make up, and optimally route all customer requests to an electronic resource or a specific human agent best suited to respond to the request for maximal business value per interaction.

System and method for an optimized, self-learning and self-organizing contact center

A system for virtual assistant facilitated contact center communications, wherein a virtual assistant at a contact center is used to communicate with a virtual assistant operating on a user device, thereby automating and improving contact center to customer communications. When a service request is received at a virtual assistant at the contact center from a virtual assistant operating on a user device, the virtual assistant at the contact center exchanges messages with one or more internal systems at the contact center to obtain relevant information. If any of the internal systems identifies missing information, the virtual assistant at the contact center queries the virtual assistant on the user device for the missing information.

System and method for integrated virtual assistant-enhanced customer service

A system and method for securely recording voice communications, comprising an authentication server, further comprising at least a software components operating on a network-capable computing device, and a database, wherein an authentication server verifies the validity of voice communications and a database stores voice communication recordings.

A system for using conversational similarity for dimension reduction in deep analytics, comprising a self-learning interaction optimizer that receives string-based data from a contact center and analyzes it to produce a plurality of information similarity vectors, provides the vectors to a neural network and receives output vectors from the neural network, and produces context data from the output vectors and associates the context data with the original string-based data.

System and methods for using conversational similarity for dimension reduction in deep analytics

One embodiment of the invention provides a method of operating a computer-telephony system. The method comprises providing computer-telephony support for a plurality of customers. Each customer maintains customer relationship management (CRM) data. The CRM data is uploaded from the plurality of customers into a computer-telephony database. The uploading includes transforming the CRM data from an original format maintained by the respective customer into a standardized format for the computer-telephony database. Telephone calls can then be handled using the transformed CRM data in the computer-telephony database.

Method and apparatus for operating a computer-telephony system

A system for handling a telephone call within a telephone network, comprising a multi-tenanted CTI server within a telecommunications network adapted to receive telephone calls on behalf of a plurality of outlets, wherein the CTI server is adapted for queuing an incoming call in the network when no agent is available and is further adapted to forward an incoming call to an agent when the agent becomes available. The CTI server is configured to use an indicia received with the received call to identify the caller and to retrieve a profile of the caller by matching the indicia to a previously-stored indicia in a call history database collocated with the CTI server, the profile comprising at least a plurality of previous orders processed by an outlet on behalf of the caller, the profile being used to provide priority call handling for certain callers.

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Basingstoke, United Kingdom

Ashley Unitt