A method of routing interactions to contact center agents according to an embodiment includes identifying an interaction to be routed to a contact center agent, identifying a group of contact center agents as candidates for routing of the interaction, retrieving agent performance data for each candidate agent of the group of contact center agents identified as candidates for routing of the interaction, determining a predicted score for a key performance indicator for each candidate agent based on the agent performance data, determining an occupancy rate of each candidate agent based on the agent performance data, generating a ranking of the candidate agents for routing prioritization based on the predicted score for the key performance indicator for each candidate agent and the occupancy rate of each candidate agent, and signaling a routing device to route the interaction to a selected candidate agent based on the ranking of the candidate agents.

A system for providing resource material to a customer service representative [CSR], including a database storing a plurality of resources associated with one or more customer service contexts, a memory storing instructions, and one or more processors configured to execute the instructions to analyze an on-going communication including a customer service request received from a customer; determine a context of the request based on the analysis and historical data associated with the customer determined to be associated with the communication, automatically identify, based on the context of the request, a resource in the database associated with the determined context; and display, via a user interface in real-time during the communication, the resource associated with the customer service request.

The distribution of incoming queries to a customer interaction center agent group is parallel processed amongst agents of that group to improve queue wait times. A threshold number of queries that may be processed by agent devices associated with the agent group at a given time are defined based on a number of agents of the agent group that are available at the given time. In response to determining that the number of queries is satisfies the threshold number of queries based on the number of agents that are available at a current time, a number of queries awaiting processing are distributed to one or more agent devices of the agent group. The threshold number of queries may be based on half of the number of agents that are available at the given time.

The number of agents to which incoming queries to a customer interaction center agent group may be distributed is limited based on skip criteria. The skip criteria is defined based on information associated with agent devices, such as locked status of a device, in-memory status of a client application at the device, or whether a telephone number provisioned for use with the device is from an external public switched telephone network. Agents which fail to satisfy the skip criteria are excluded from distributions of queries to improve wait times for customer interaction center users. Thus, queries are distributed from a queue to agents which satisfy the skip criteria.

A method for filtering a plurality of agent-customer interactions to determine whether one or more of a plurality of agent-customer interactions should be stored in a library of Artificial Intelligence (AI) files related to an interactive voice response system (IVR) is provided. The method may include receiving an identification of a plurality of IVR flashpoints, monitoring and/or reviewing the plurality of agent-customer interactions, and determining whether one of the plurality of agent-customer interactions meets a threshold number of the IVR flashpoints. For each of the plurality of agent-customer interactions that meets a threshold number of the IVR flashpoints, the method may further direct the IVR to convert the interaction into an IVR workflow and store the IVR workflow in the library of AI related to IVR.

Call preparation engine for customer relationship management (“CRM”) is presented. Example embodiments of the present invention include invoking an intelligence assistant to retrieve lead details, customer information, and insights for use during a call between a tele-agent and a customer; administering tele-agent call preparation notes for use during the call between the tele-agent and the customer; and displaying, through a call preparation cockpit, the lead details, customer information, insights and tele-agent call preparation notes.

A method for providing anonymized contact information to a workforce management system includes receiving contact information from a plurality of customer business units; assigning each of the plurality of customer business units one or more industry classification codes or product classification codes; anonymizing, by a processor, the contact information to the one or more industry classification codes or product classification codes; receiving, by a processor, a query from a workforce management system for anonymized contact information in one or more industry classification codes or product classification codes; and providing the anonymized contact information to the workforce management system for use in a workforce management predictive model.

Systems and methods are provided for dynamic generation of staff analytics and forecasts based on skill and service level. Dynamic forecasting allows for forecast generation in real-time and may be based on historical data regarding skills and results, as well as data science to identify patterns and make predictions. The resulting staffing forecast may therefore provide for efficient management of messaging staff costs while preserving the desired service quality. The staffing forecast may include a volume forecast that is tailored to the unique nature of asynchronous messaging, as well as the unique messaging needs of the entity so as to efficiently manage messaging operations and make data-driven staffing decisions that take service level into account. An exemplary embodiment may include dynamic analytics tools that may use specified target and/or resource numbers (e.g., desired service level) for an existing messaging operation and get a detailed per-skill staffing forecast.

Embodiments of the present invention include a dynamic script engine for tele-agents including a statistics engine configured to receive, during a sales call, real-time industry trend data from one or more remote industry resources; create a current industry score in dependence upon the industry trend data and current products available to a customer on an active call; and transmit the current industry score to a script generator; and a script generator configured to receive the current industry score from the statistics engine and dynamically reorder in real-time and in dependence upon the industry score one or more sentences of a dynamic script to be read by a sales agent to the customer during the sales call.

The distribution of incoming queries to a customer interaction center agent group is parallel processed amongst agents of that group to improve queue wait times. A threshold number of queries that may be processed by agent devices associated with the agent group at a given time are defined based on a number of agents of the agent group that are available at the given time. In response to determining that the number of queries is satisfies the threshold number of queries based on the number of agents that are available at a current time, a number of queries awaiting processing are distributed to one or more agent devices of the agent group. The threshold number of queries may be based on half of the number of agents that are available at the given time.