Avaya Inc.

Avaya Technology LLC

Isaac K Eyeson

Joel M Ezell

Norman W Petty

Content of a communication session, such as a voice communication between a user and an agent of a contact center is monitored. A keyword, a phrase, an emotion, or a gesture related to a topic in the monitored content of the communication session is identified. A rule based on the identified the monitored content is applied. In response to applying the rule based on the monitored content, one or more topic suggestions are identified and presented to the user. For example, the rule can detect that the agent changed the discussion from a first topic to a second topic. In response to the agent discussing the second topic, the user is presented with two topics suggestions for the two topics. The user can select one of the topic suggestions to focus the agent on a specific topic suggestion. The selected topic suggestion along with discussions options are then displayed to the agent.

Communications arbitrator

Utilizing an invisible agent within a remote switch to allow the redirection of calls received from a telephone set connected to a public telephone network to a main switching system.

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Northglenn, CO, United States of America

Isaac K Eyeson