In one aspect, an example methodology implementing the disclosed techniques includes, in response to receipt at a call center of a call by a caller, generating a compatibility score for the caller, the compatibility score for the caller optimizes for caller satisfaction and potential upsell opportunities. The method also includes generating a compatibility score for individual agents available to handle the call, the compatibility score for the individual agents optimize for caller satisfaction and potential upsell opportunities. The method also includes matching the compatibility score for the caller to the compatibility scores for the individual agents and assigning an agent to the call based on the matching of the compatibility scores for the caller and the individual agents.

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.

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.

A method of indicating to a callee an availability status of a caller, the method includes receiving a request of the caller to be called by the callee, receiving from the caller a unique identifier and an availability status, displaying to the callee the availability status of the caller, and displaying to the caller an availability status of the callee.

One example method of operation may include receiving an access request from a user device, creating a current queue position status of a user profile associated with the user device based on one or more known status identifiers associated with the user device, assigning the user profile to a sub-queue and a specified time slot of a queue, managed by a computing node, among various other user profiles stored in the queue, and initiating a communication session to the user device at a specific time.

One example method of operation may include receiving an access request from a user device, creating a current queue position status of a user profile associated with the user device based on one or more known status identifiers associated with the user device, assigning the user profile to a sub-queue and a specified time slot of a queue, managed by a computing node, among various other user profiles stored in the queue, and initiating a communication session to the user device at a specific time.

A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.

A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.

The disclosed embodiments illustrate method and system for establishing a communication channel between computing devices in a customer care environment. The method includes receiving a first input from a customer-computing device associated with the customer. The received first input is compared with one or more pre-stored datasets. Based on the comparison, a plurality of options corresponding to each of a plurality of levels of one or more workflows is rendered on a user interface displayed on a display screen of the customer-computing device. A second input is received for one of the rendered plurality of options. The second input is representative of at least a preference of the customer for a service associated with a workflow. Based on at least the received second input, a communication channel is established between the customer-computing device and an agent-computing device associated with the customer care agent.

The disclosed embodiments illustrate method and system for establishing a communication channel between computing devices in a customer care environment. The method includes receiving a first input from a customer-computing device associated with the customer. The received first input is compared with one or more pre-stored datasets. Based on the comparison, a plurality of options corresponding to each of a plurality of levels of one or more workflows is rendered on a user interface displayed on a display screen of the customer-computing device. A second input is received for one of the rendered plurality of options. The second input is representative of at least a preference of the customer for a service associated with a workflow. Based on at least the received second input, a communication channel is established between the customer-computing device and an agent-computing device associated with the customer care agent.