A method and apparatus for scheduling agents in a call center to meet predefined service levels, wherein communications are associated with queues representing categories of communications, the queues including at least one concurrent queue of concurrent communications, wherein multiple concurrent communications can be handled concurrently by a single agent. The method includes executing a simulation to determine an effectiveness of plural agents. The simulation includes computing a skill group weighting (SGW) for each agent for at least one concurrent queue and at least one interval based on: t.sub.c, the time spent by the agent on queue C communications t.sub.all, the time spent by the agent on all concurrent communications t.sub.e, the elapsed concurrent time for the agent t.sub.n, the non-idle time of the agent; and Agents are scheduled based on the SGW and max capacity of concurrent communications for each agent.

A media providing server and a method and computer program for providing call waiting content with respect to ARS order calls for a broadcast product provide call waiting content with respect to ARS order calls for the broadcast product and provide order content to enable a product to be ordered according to one of order methods except for an ARS order method.

In the field of telecommunications, methods, systems, and tangible, non-transitory computer-readable mediums comprising program code are disclosed that comprise receiving a first agent, a second agent, a third agent, and a fourth agent available for pairing to a contact; and selecting the first agent for pairing to the contact based on a pairing strategy, wherein the pairing strategy is configured such that if the third agent and fourth agent had not been available, the second agent would have been selected for pairing to the contact, wherein the pairing strategy is configured such that if the first agent had not been available, the third agent would have been selected for pairing to the contact.

A redirection and messaging system receives telephony information identifying a caller and call context from a telephony system. The system selects one of a plurality of messaging operators based on the call context, optionally sends an introductory message to the caller via a messaging service, and generates a message interface for the selected message operator. The message interface includes the caller and call context and any messages sent between the caller and the selected message operator, with an input interface allowing the selected message operator to input and send messages to the caller.

Systems and methods are used to generate contact type predictions that route user customer service requests within a support platform. The contact type predictions are generated using a hybrid model that includes a deep learning component and a business logic component. The deep learning component may generate a multi-channel output based on text features and context features. The multi-channel output is modified based on one or more business rules to generate the contact type predictions.

Techniques are described herein for routing customer support requests via a vertical stack queue. The techniques may include receiving a request for customer support from a user device and identifying a group of agents available to serve the request. The group is associated with a stack queue, and the request is routed to a first level of contact queue pool that includes the group. Upon determining whether a wait time associated the stack queue at the first level of contact queue pool exceeds a predetermined threshold, an additional group of agents to serve the request is identified in addition to the group of the plurality of groups of agents. The group and an additional group of agents are distinct from each other. Upon identifying the additional group, the request is routed to a second level of contact queue pool that includes the additional group of agents.

A method for processing a first call received in a call centre via a telecommunications network, originating from a user terminal, includes placing the first call in a queue when no operator terminal of the call centre is available to take the first call. The method includes: transmitting, to the user terminal, an information message indicating to the user the possibility of making a second call within a determined time interval, while benefiting from the place of the first call in the queue; following receipt of an approval message originating from the user terminal, transmitting, to the user terminal, a user identification code, this code needing to be provided by the user at the time of the second call in order that the second call can take advantage of the place of the first call in the queue.

Aspects of the disclosure relate to automated redistribution of queries to underutilized channels. A computing platform may monitor user traffic for one or more customer service communication channels. Subsequently, the computing platform may identify estimated wait times for a plurality of users to be served via the one or more channels. Then, the computing platform may initiate, via an intelligent virtual assistant, a communication with a given user of the plurality of users. Then, the computing platform may receive, via the intelligent virtual assistant, one or more attributes of a query of the given user. Then, the computing platform may select a channel of the one or more channels. Then, the computing platform may provide, to an enterprise agent associated with the selected channel, the one or more attributes of the query. Subsequently, the computing platform may direct the given user to the selected channel.

A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

A system for providing chat-based customer callbacks, wherein a callback application server transmits prompts and receives requests for customer callbacks, an interaction manager determines agent availability and arranges callback handling, and a session management server initiates callbacks, and methods for providing chat-based customer callbacks using the system of the invention.