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 and methods forecast inbound telecommunications, and more particularly, analyze real-time and historical call center data, and apply a forecasting model to the data in order to predict inbound call volume. These systems and methods employ tools that manipulate call center data and generate visual representations of metrics pertaining to forecasting call center data via a dashboard.

Techniques are described for routing service requests, in a service environment, based on a category of a previously terminated service session. A category is determined for a first service session involving an individual, the category being a topic, question, and/or problem discussed during the first service session. An activity record may be stored that identifies the individual and the category of the first service session. If the first service session is terminated, a reconnection dialog can be presented to request a reconnection. A second service request may be sent based on the selection through the reconnection dialog. Responsive to receiving the second service request, the activity record may be accessed and used to determine the category of the previous service session. The service request can then be automatically routed to a service representative suited to handle requests in that particular category.

A system for quickly deploying WFM systems in contact centers is provided. A user or administrator can quickly install a WFM application on a deployment server. The administrator can provide the WFM application access to the contact center data where the WFM application can import data from the contact center about one or more customers, agents, queues, teams, and any other items typically associated with contact centers. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the WFM application may execute one or more workflows to automatically determine information such as maximum and minimum hours, break patterns, and shift data about the agents and teams.

Methods, systems, and apparatus, including computer programs encoded on computer storage media, for determining a transfer option for transferring a call. One of the methods include receiving, by a call assistant engine, a keyword related to information provided by a user to an agent during a call; generating, by the call assistant engine, follow-up questions to be displayed on a user device of the agent in an interactive format, the first follow-up question being generated based on the keyword, each of the following follow-up questions being generated based on an answer of the agent to the previous question; and determining, by the call assistant engine, based on answers of the agent to the follow-up questions, a transfer option for transferring the call.

A computerized-method for a personalized screen recording in a contact center is provided herein. The computerized-method includes, before each interaction between an agent and a customer, operating a predictive screen recording module to yield an Agent Recording Percentage (ARP) value; and based on the ARP value, operating a recording of screen events module for recording one or more voice or digital interactions, on one or more screens associated to a computing device of the agent.

Methods for routing customers to an agent include receiving a customer communication; representing the customer communication as an array of one or more agent skills desired to handle the customer communication in one hot coding format or as a vector with an induced metric using an embedding algorithm; routing the represented customer communication to an agent having the one or more agent skills; measuring performance of the agent in relation to the one or more agent skills during or after the customer communication; updating, in real-time, one or more performance scores of the agent in a skill profile, wherein the one or more performance scores are related to the one or more agent skills; and routing subsequent customer communications based on the updated one or more performance scores.

Systems and methods for intelligently routing a member of an organization to a single point-of-contact within an optimized, secure network to address all the member's healthcare needs are described. The disclosed intelligent routing configurations transform and process, in real-time, vast amounts of member data to generate aggregated diagnoses and a member score specific to each member's household. The scores, among other things, are used to determine an identification of special needs and an appropriate advocate within the organization to route the member, and its account file containing real-time member and household level data.

Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a contact center system comprising: determining for each contact of a plurality of contacts, an associated plurality of historical contact assignments; determining, for each contact, an associated outcome value; partitioning, for each contact, the associated plurality of historical assignments into a first associated subset assigned using a first pairing strategy and a second associated subset assigned using a second pairing strategy; determining, for each contact, a first portion of the associated outcome value attributable to the first associated subset and a second portion of the associated outcome value attributable to the second associated subset; outputting a difference in performance between the first and second pairing strategies according to the first and second associated portions of the associated outcome value for each contact.

Embodiments of the present disclosure include computer-implemented systems and methods for routing incoming customer requests or inquiries in a customer service center. The system may include at least one processor configured to execute instructions to perform steps. The steps may include receiving a plurality of incoming customer calls and a plurality of incoming customer chat sessions. The steps may include blending the received plurality of customer calls and the received plurality of customer chat sessions into a total queue for presentation to at least one user device. The steps may additionally include determining a respective priority for each of the blended plurality of customer calls and the blended plurality of customer chat sessions and sending, based on the determined priority, to the at least one user device at least one of the blended plurality of customer calls or the blended plurality of customer chat sessions.