Virtual Hold Technology Solutions, LLC

Virtual Hold Technology, LLC

Jeremy Starcher

Mark J Williams

Kevin Shinseki

Robert F Brazier, Jr

A method for unified cross-channel communications comprising a plurality of network-connected user devices, a plurality of communication channels that receive and handle interactions from user devices, and a virtual communications interceptor that connects to the communications channels and intercepts or otherwise receives data from them according to various means and provides connections between the communication channels.

Unified cross channel communications

A system for unified cross-channel communications comprising a plurality of network-connected user devices, a plurality of communication channels that receive and handle interactions from user devices, and a virtual communications interceptor that connects to the communications channels and intercepts or otherwise receives data from them according to various means and provides connections between the communication channels, and a method for intercepting and unifying communications between various channels.

A system for client interaction application integration, comprising a plurality of enterprise communications systems, each comprising at least a call status system; and a callback cloud accessible coupled to the plurality of enterprise communications systems via a data network; wherein, upon receipt of a request from a consumer user to initiate a callback to the consumer user, the callback cloud performs the steps of: (a) obtaining from at least one of the enterprise communications systems a status of communications resources comprising at least an estimated wait time; (b) sending a notification to the consumer user from whom the request was received advising the consumer user of the estimated wait time for service; (c) providing at least an option to wait for a callback to the consumer user from whom the request was received; (d) receiving a selection from the consumer user from whom the request was received; and (e) directing at least one of the enterprise communications systems to initiate a callback to the consumer user from whom the request was received in response to the selection received from the consumer user; and

System and method for client interaction application integration

A system directs action based on distinguishing audio content received in response to placing an outbound call. The system comprises an audio signal analysis system and an audio content analysis system. The audio signal analysis system directs a portion of an audio signal that comprises audio content to the audio content analysis system. The audio content analysis system: i) receives portions of the audio signal comprising audio content; and ii) directs handling of the outbound call in response to detecting a characteristic of the audio content. The audio content system: i) directs a first handling of the outbound call in response to identifying a first characteristic of the audio content; and ii) directs a second handling of the outbound call in response to identifying a second characteristic of the audio content. The first handling of the outbound call may be directed in response to identifying a characteristic of the audio content associated with recorded content and the second handling of the outbound call is directed in response to identifying a characteristic of the audio content associated with real time spoken audio.

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Canal Fulton, OH, United States of America

Jeremy Starcher