A contact center system and related methods for handling teleservices in voice and data through a plurality of mobile devices such as smartphones is provided. The contact center system is characterized by a very wide functional platform for contact center fully integrated in a single system, with maximum elasticity to increase or decrease capacities based on the characteristics of the cloud, and capable to deliver via an agent mobile platform all the functionality of a fixed-up workstation into a smartphone. The contact center system according to the embodiments is capable to route a call from a customer's device, using a local telecommunications network, to the contact center system, which transforms it into a digital call; the call is assigned to an agent using a mobile platform.

The present disclosure is directed to a method and system for routing communications. A plurality of communications-enabled devices are coupled to a communications network. Each communications-enabled device has a device identifier. A user-programmable database associates each of a plurality of user identifiers with a device identifier. A router circuit is coupled to the communications network through a portal communication device having a portal identifier. A user designates a destination user identifier when making a communication. The router circuit switches the call, directing the call to a destination device identifier responsive to the user-programmable database association between the destination user identifier and a device identifier. According to certain aspects, communications are directed to users and are routed to associated equipment, a user identifier serving as a virtual extension number. Users remotely program the database to direct their communications to communications-enabled devices at various destinations.

Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.

Systems, methods and non-transitory computer readable media for allowing a user to switch between wearable items that have been paired with an electronic device, such as a smartphone, are described. In one embodiment, the wearable items automatically detect a removal of a first wearable item from a user's body and an attachment of a second wearable item to the user's body. Messages from the wearable items are transmitted to the electronic device to allow the electronic device to switch the active wearable item from the first wearable item to the second wearable item. The switch can occur while the electronic device is in a locked state, and the electronic device can synchronize the second wearable item with data received from the first wearable item. Other embodiments are also described.

Systems, methods and non-transitory computer readable media for allowing a user to switch between wearable accessories can scan for one or more on-body states from one or more paired accessories, determine based on a difference in on-body states that a switch between accessories has occurred, the switch being to a second accessory from a first accessory, and transmit synchronization data to the second accessory in response to determining that the second accessory has established a communication connection for data exchange with the companion device. Other embodiments are also described.

Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.

Systems, methods and non-transitory computer readable media for allowing a user to switch between wearable items that have been paired or associated with an electronic device, such as a smartphone, are described. In one embodiment, the wearable items automatically detect a removal of a first wearable item from a user's body and an attachment of a second wearable item to the user's body. Messages from the wearable items are transmitted to the electronic device to allow the electronic device to switch the active wearable item from the first wearable item to the second wearable item. The switch can occur while the electronic device is in a locked state, and the electronic device can synchronize the second wearable item with data received from the first wearable item. Other embodiments are also described.

Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.

Systems, methods and non-transitory computer readable media for allowing a user to switch between wearable items that have been paired with an electronic device, such as a smartphone, are described. In one embodiment, the wearable items automatically detect a removal of a first wearable item from a user's body and an attachment of a second wearable item to the user's body. Messages from the wearable items are transmitted to the electronic device to allow the electronic device to switch the active wearable item from the first wearable item to the second wearable item. The switch can occur while the electronic device is in a locked state, and the electronic device can synchronize the second wearable item with data received from the first wearable item. Other embodiments are also described.

Systems and techniques are disclosed for establishing inbound calls and outbound calls involving inmates and outside parties. One exemplary technique receives input identifying authorized sources who are authorized to initiate and conduct calls with an inmate and stores a list of the authorized sources. The list, for example, can include telephone numbers, VOIP caller identifiers, and/or call privileges associated with the sources. The technique receives an inbound call directed to the inmate and determines whether the source of the inbound call is authorized or not, for example, by comparing information about the source with information in the list of authorized sources and/or based on the call privileges. If the source is authorized, the call is permitted. If not the technique routes the call to a payment interface for the caller to provide payment information.