Foncloud, Inc.

Fancloud, Inc.

Verint Systems Canada, Inc.

Jason Bigue

Shai Berger

Michael Pultz

Jean-David Dahan

A telephone subnet crawler is used to access automated telephone response systems and index the information, contents and structure contained therein. A database of the information, contents and structure of a plurality of automated telephone response systems is created by the telephone subnet crawler. A user interface provides a waiting party with direct access to the information, contents and structure of the automated telephone response systems contained in the database. Where an automated telephone response system requires user input, the user interface calls the automated telephone response system and navigates to the node requiring user input, provides the user input and displays the results to the user. Where an automated telephone response system connects to an operator, the user interface calls the automated telephone response system, navigates to the node for an operator, and when an operator is detected, calls the user at a user provided callback number.

System and method for omnichannel user engagement and response

System and method for handling a transaction between a waiting party and queuing party include an independent communication system (ICS) managing calls between the waiting party and calling party for handling sensitive data as well as call-attached data. The ICS manages the transaction in different stages and with different levels of sensitivity. Either party is allowed to modify the call or call preferences during the transaction. The ICS works independently from the queuing party calling system.

System and method for replacing hold-time with a call-back in a contact center environment

System and method for handling a transaction between a waiting party and queuing party include an independent communication system (ICS) managing calls between the waiting party and calling party and handles sensitive data as well as call-attached data. The ICS manages the transaction in different stages and with different levels of sensitivity. Either party is allowed to modify the call or call preferences during the transaction. The ICS works independently from the queuing party calling system.

System and method for replacing hold-time with a call back in a contact center environment

An independent calling system (ICS) used in a transaction between a waiting party and a queuing party includes the queuing party having a queuing calling system (QCS) with the ICS adapted to communicate with the QCS and determine a hold status of the transaction.

System and method for eliminating hold-time in phone calls

A system and method is provided for detecting a hold status in a transaction between a waiting party and a queuing party. The system is adapted to use a preexisting cue profile database containing cue profile for a queuing party. A preexisting cue profile may be used for detecting a hold status in a call between a waiting party and a queuing party. The cue profile of the queuing party may include audio cues, text cues, and cue metadata. The transaction may be a telephone based, mobile-phone based, or internet based.

Method for determining the on-hold status in a call

An independent communication system (ICS) used in a transaction between a waiting party and a queuing party is adapted to connect to a particular node in an interactive voice response (IVR), wherein the queuing party has the IVR and the IVR has a plurality of nodes.

System and method for deep dialing phone systems

An independent communications system (ICS) is used in a transaction between a waiting party and a queuing party, with the queuing party having a interactive voice response (IVR). The IVR includes multiple nodes and the ICS is adapted to connect to a particular node in the IVR.

Interactive voice response mapping used in a transaction between a waiting party and a queuing party includes the queuing party having a queuing calling system (QCS), and communications with the QCS to extract navigational information from the QCS and generating an IVR map. An editor corrects mistakes and removes text that is not relevant to navigational information. Audio communications from the QCS is processed and converted to text or graphical representation. The audio communications from the QCS is compared with an existing IVR map to validate and/or modify the existing IVR map.

System and method for externally mapping an interactive voice response menu

An interactive voice response (IVR) mapping system (IVRMS) is used in a transaction between a waiting party and a queuing party, wherein the queuing party has a queuing calling system (QCS). The IVRMS communicates with the QCS for extracting navigational information from the QCS and generates an IVR map of the QCS. The IVRMS performs map validation by comparing the IVR map with extracted navigational information, and determines if a certain threshold of matching is not met. Optionally, a primary IVR map and a supplementary IVR map of the QCS are created. An editor corrects mistakes in an automated speech-to-text conversion process, removes text that is not relevant for visual navigation, corrects structure of an IVR map via adding, removes or changes commands, or a combination thereof.

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Toronto, Canada

Jason Bigue