A method comprising: receiving an interactive voice response (IVR) tree configured to implement one or more tasks, each associated with one or more IVR node paths comprising a plurality of IVR nodes arranged in a hierarchical relationship; analyzing the IVR tree to identify one or more intent IVR nodes, each associated with one of the tasks; with respect to each of the intent IVR nodes, identifying a plurality of corresponding entity IVR nodes included within the IVR node path associated with the intent IVR node; assembling one or more task-specific chatbot skills, each comprising (i) one of the intent IVR nodes, and (ii) at least some of the plurality of corresponding entity IVR nodes, wherein each of the task-specific chatbot skills is configured to perform one of the tasks by conducting a dialog with a user; and generating a chatbot comprising at least one of the task-specific chatbot skills.

A system and method for messaging-triggered sales lead redirection which uses an interaction control server to facilitate initial communications between potential buyers and sales representatives of sellers. In an embodiment, the system comprises a triggering application installed on a mobile phone of a user (potential buyer), a media gateway server which provides context-aware advertising and through which potential buyers may be connected directly with sales representatives of a seller, and an interaction control server which controls the messaging between the mobile device and the media gateway server.

A unified ecommerce platform system that enables sellers to acquire in depth insight into their business market and consumers utilizing a centralized cloud-based platform with enhanced consumer purchasing and information gathering abilities and allows users enhanced granular security tools and information for purchase.

The present application includes a method and system for multi-channel interaction. A communication session is initiated between a customer service representative (CSR) and an end user. Multi-channel communication is used between the end user and the CSR. The multi-channel communication includes at least voice and data. Information is presented to the end user via a user interface, and the user can confirm the accuracy of the information using the user interface.

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 active callback management using callback objects and contact information integration, utilizing a cloud callback system comprising at least a profile manager, callback manager, interaction manager, media server, and environment analyzer, allowing users to call businesses, agents in contact centers, or other users who are connected to a cloud callback system, and, failing to connect to the individual they called, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available.

Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking contact center system performance comprising cycling, by at least one computer processor configured to perform contact center operations, between a first contact-agent pairing strategy and a second contact-agent pairing strategy for pairing contacts with agents in the contact center system; determining an agent-utilization bias in the first contact-agent pairing strategy comprising a difference between a first agent utilization of the first contact-agent pairing strategy and a balanced agent utilization; and determining a relative performance of the second contact-agent pairing strategy compared to the first contact-agent pairing strategy based on the agent-utilization bias in the first contact-agent pairing strategy.

Certain aspects of the disclosure are directed to routing data communications based on time zone. According to a specific example, a data-communications system for routing data communications based on time zone includes a communications routing circuit and a processing circuit. The communications routing circuit receives and routes data communications to a plurality of data communications stations and provides data communications services to remotely-situated client entities. For data communications routed for client entities in which a time zone routing feature is applied, the processing circuit determines a geographic location of the respective data communications station. The processing circuit then identifies a respective set of routing functions, based on a time zone of the geographic location, and routes the data communication based on the time zone, and according to the respective set of routing functions.

Methods and systems are disclosed for information streaming to a user interface via a networked contact center. In one example, a system includes communications computer circuitry to receive, at a networked contact center, a request to stream information to a user interface, the user interface being associated with the networked contact center and an agent to be contacted by others. Information streaming circuitry streams the requested information and to open a network connection between the user interface and a server of a networked contact center, and the information streaming circuitry keeps the network connection between the user interface and the server open as a persistent network connection to the user interface. The communications computer circuitry also pushes one or more events to the user interface via the persistent network connection to cause a change in the user interface without further network requests to the server from the user interface.