Real-time provision of guidance to sales-focused agents of a contact center based on identifiable background sounds

An apparatus comprising:

• one or more computer readable storage media;
• a processing system operatively coupled with the one or more computer readable storage media;
• and
• program instructions stored on the one or more computer readable storage media that, when read and executed by the processing system, direct the apparatus to:
• receive audio from a first endpoint operated by a first user, wherein the audio is received over a real-time communication session established between the first endpoint and a second endpoint operated by an agent of a contact center;
• isolate sound other than a voice of the first user from the audio;
• compare the sound to a plurality of sound signatures from a plurality of known sources;
• identify a matching signature from the plurality of sound signatures that matches the sound, wherein the matching signature corresponds to a source of the known sources;
• determine a characteristic of the first user indicated by the source;
• and
• during the communication session, provide sales guidance to the agent based on the characteristic, wherein the sales guidance includes information to assist the agent to sell a product or service corresponding to the characteristic.

One or more computer readable storage media having program instructions stored thereon that, when read and executed by a processing system, direct the processing system to:

• receive audio from a first endpoint operated by a first user, wherein the audio is received over a real-time communication session established between the first endpoint and a second endpoint operated by an agent of a contact center;
• isolate sound other than a voice of the first user from the audio;
• compare the sound to a plurality of sound signatures from a plurality of known sources;
• identify a matching signature from the plurality of sound signatures that matches the sound, wherein the matching signature corresponds to a source of the known sources;
• determine a characteristic of the first user indicated by the source;
• and
• during the communication session, provide sales guidance to the agent based on the characteristic, wherein the sales guidance includes information to assist the agent to sell a product or service corresponding to the characteristic.