A system and method for hybrid callback management, utilizing a callback cloud and an on-premise callback system, allowing brands to utilize a hybrid system that protects against any premise outages or cloud service faults and failures by introducing redundancies and co-maintenance of data key to callback execution while allowing for mixed telephony types to be seamlessly integrated into one communication platform.

The technology disclosed herein enables incorporation of feature sets of a unified communications system and a contact center system. In a particular embodiment, a method includes, in a contact center system, in response to an agent logging into the contact center system, establishing a first connection between the contact center system and a unified communications endpoint operated by the agent. The first connection is established using a unified communications system that services the unified communications endpoint. After establishing the first connection, the method includes identifying a call on a second connection between the contact center system and a second endpoint operated by a user. In response to selecting the agent to handle the call, the method includes bridging the first connection and the second connection.

A method is provided for providing mobile device support services. The method may include monitoring a mobile device status. The method may additionally include performing device diagnostics based at least in part on captured deice status data to identify potential faults that may affect mobile device functionality. A corresponding system, apparatus, and computer program product are also provided.

A system can route calls based on a minimum expected delay, classification, and priority of the call. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.

In some implementations, a cloud computing system that executes a function may receive an indication of an electronic communication to occur between a customer and an agent. The cloud computing system that executes the function may determine a classification of the electronic communication based on a first set of rules stored in a database of the cloud computing system and attributes associated with the electronic communication. The cloud computing system that executes the function may select, based on the classification of the electronic communication, a target queue from a plurality of potential queues to be associated with the electronic communication based on a second set of rules stored in the database. The cloud computing system that executes the function may select the agent from a plurality of potential agents for the electronic communication based on an association between the agent and the target queue.

A system and method for optimizing callback times to increase the success rate of callbacks while managing overflow of calls to alternate sites when callbacks are unsuccessful. The system and method use a context-aware pacing algorithm to determine when callbacks are likely to be successful from a preferred contact site, routing to alternate callback sites when callbacks are unsuccessful, and preferences for re-routing back to the preferred site when a callback is successful and the agent with whom the caller has interacted previously is available.

Communications between agents and customers are a key feature of contact centers. Agents may have a question about how to perform a particular task, a response to the question that other agents may know. A supervisor may be presently unavailable and transferring the customer requires significantly more overhead and resources. The systems and methods herein disclose an agent-to-agent (A-to-A) channel that enables a question to be posed to an agent and receive a response via a dedicated channel for A-to-A communications. Accordingly, the agent may stay engaged with the customer and resolve issues without the need to wait for a supervisor or transfer the customer to another agent.

Apparatuses and methods concerning providing a data-communications contact center virtual agent are disclosed. As an example, user-data-communications between client and participant stations are facilitated as follows, which may be implemented using a data communications server and associated communications circuitry. Service request data is received from users at a participant stations, and context information is identified for user-data-communications between a client station and the participant stations based on the service request data at least one communications-specific characteristic associated with the user-data-communications. The identified context information is aggregated for the client station and used for choosing a data routing option routing data with each user at the participant stations, based on the service request data and the aggregated context information.

A system, method, and computer program product to accurately route a call is disclosed, by providing a resource interface having one or more interface elements mapping a resource to a call based on current calls and predicted calls, determining a dynamic handling profile from a plurality of dynamic handling profiles that include call information which maps to a resource to provide a ruleset for handling one or more types of call requests, identifying a routing rule comprising one or more routing rules of the ruleset based on caller information, receiving an activation of a resource interface element of the resource interface to initiate a call routing request to forward an assigned call to the resource, and controlling the call routing request according to the routing rule of the dynamic handling profile to perform a call function associated with the assigned call.

A system for providing integrated contact information with search results, comprising a plurality of contact centers, each comprising at least a plurality of contact agents; a callback cloud, comprising at least a plurality of contact agents; a queue manager, comprising at least a software components operating and stored on a computing device; wherein the contact agents receive and respond to customer interactions; further wherein the queue manager monitors contact agent availability; further wherein the queue manager receives interaction requests; and further wherein the queue manager provides queue information to interaction requestors.