Language Line Services, Inc.

Jordy Boom

Jeffrey Cordell

James Boutcher

Lindsay D'Penha

Adam Caldwell

Thomas Sterns

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.

Third-party outdial process for establishing a language interpretation session

A configuration is implemented via a processor to receive a request to perform a service. Further, the configuration selects a human representative from a plurality of human representatives associated with a communication center based on a computing device associated with the human representative indicating that the human representative is online and available to perform the service. In addition, the configuration routes the request to the computing device associated with the human representative. The configuration also monitors activity of the human representative at the computing device associated with the human representative. Further, the configuration determines that the activity of the human representative is inconsistent with the human representative being available to perform the service. Finally, the configuration reroutes the request to a different computing device associated with a different human representative.

Monitoring and management configuration for agent activity

An Internet enabled communication device has a data module that sends user data through the Internet to a web services system, requests an acknowledgement from the web services system based on the user data to proceed with a voice communication, and receives the acknowledgement from the web services system if the web services system receives the user data and the user is authorized to proceed with the voice communication. The Internet enabled communication device also has a telephony module that, subsequent to the data module receiving the acknowledgement from the web services system, initiates the voice communication through a telephone network to an automated system. The automated system accesses the user data in the database to automatically connect the user to a service without the user having to input the user data through the automated system.

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Marina, CA, United States of America

Jordy Boom