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 contact center, methods, and mechanisms are provided for assigning work items to resources using attributes that conditionally expand a selectable pool of resources. The work item is first analyzed for any required, preferred, and conditional attributes and then queued in multiple resource attribute sets for work assignment. Work items are assigned to resources by considering a match between the analyzed attributes of a work item and a resource while observing alternative assignment conditions. When met, the alternative assignment conditions cause the work item to be queued in additional resource attribute sets thereby expanding the pool of selectable resources. Once assigned, the work item may be removed from queues not selected in the work assignment.

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 system, device, and method for providing assistance to a user may include initiation of a video and/or text chat session as an audio telephone call between a terminal operated by the user and a call host, establishment, by the call host, of an audio connection between the user terminal and call host for the audio telephone call, a routing, by the call host, of the audio telephone call to a terminal of a human agent, the routing depending on a type of assistance requested by the user, and the user terminal and the agent terminal establishing a video connection and/or a text chat connection between the user terminal and the agent terminal after the audio telephone call is accepted by the agent terminal.

A system for contact management a server to store, for a campaign, a list of contacts and a contact plan associated with that list of contacts, for each contact, agent notes, and, for the campaign, agent assistance text. The server determines a highest priority opportunity from the list of contacts for an agent associated with the client device as a function of the contact plan, qualifications of the agent, and a current time. The server sends the highest opportunity contact to the client device. The client device receives and presents the contact from the list that was determined to be the highest priority, agent notes for that contact, and agent assistance text. The client device accepts input of results of the agent communicating with the contact and notes regarding the contact, and sends the result and the notes to the server.

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.

A computerized method of routing customer interactions (call and chats) includes the following steps performed by a server computing device: creating a database with a document for every agent with a set of attributes identifying the types of customer interactions they service, receiving a set of call attributes associated with an incoming call; formulating a query of the call attributes against all agent profiles and returning a matching score for all available agents using Elastic Search; and routing the incoming call to a target agent with the highest score in the set of available agents, if there is at least one available agent; or a customer waiting queue, if there is no suitable agent achieving at least a minimum score.

A system for handling calls in a network includes a memory storing instructions and a processor configured to execute the instructions to perform operations. The operations include receiving information about the calls for a time interval, determining, for the time interval, a total cost associated with handling the calls, including a network cost associated with transmitting data over the network, a processing cost for processing the information related to the calls, and a cost of dynamically reassigning master and slave roles to a plurality of nodes in the network. The operations further include determining an assignment of the master and slave roles for a plurality of accounts being handled by the plurality of nodes that results in the total cost having a minimum value, and implementing the optimal assignment among the plurality of the accounts based on the determination.

Systems and methods are provided for attribute-based client callbacks. A client is prompted to leave a voice message. Attributes are extracted from the voice message and, based on the attributes, tokens created for the selection of an appropriate agent is connected to the client, such as having skills or attributes matching one or more tokens. A callback application server transmits prompts and receives requests for client callbacks. an interaction manager determines agent availability and arranges callback handling, and a session management server initiates callbacks to connect the selected agent with the client.

Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queueing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.