A method for routing civilian calls to an associated public-safety officer is provided herein. During operation, a call processor receives a civilian call having a target identifier number identifying a target of the call. An incident identifier is then received from the calling party. A current workflow point is determined for the identified incident, and the call is routed to an appropriate person based on the workflow point for the identified incident.

Methods, systems, and software are disclosed for connecting insurance company customers contacting the insurance company to independent insurance agents.

In some implementations, a computing device may receive a selection of one or more contact center features, the contact center features associated with one or more micro services configured to execute the one or more contact center features. The computing device may select a model from a plurality of stored models based at least in part on the selection of the one or more contact center features, the selected model comprising programmable code configured to execute the one or more micro services. The computing device may provision the selected model to execute the one or more micro services. The computing device may generate executable code from the provisioned model using an automation server for deployment to one or more servers.

A device that is configured to assign users to an issue cluster based on issue types for the users. The device is further configured to identify available agents and to assign each available agent to one or more knowledge area clusters based on knowledge scores. A knowledge score indicates an expertise level for an agent in a knowledge area. The device is further configured to identify an issue cluster that is associated with an issue type and to identify a user from the issue cluster. The device is further configured to identify a knowledge area cluster that is associated with the issue type and to identify an agent from the knowledge area cluster. The device is further configured to establish a network connection between a user device associated with the user and a user device associated with the agent.

Data analysis, filter, and presentation techniques are described for an example call management system. An example method for a data management system includes receiving, from a user device, an account identifier of a first person, receiving, from the user device, a first message related to a topic of conversation to be discussed during a telephone call with the first person, determining, based on the account identifier and within a pre-determined time period, a presence of a set of data that describes conversation(s) from prior telephone call(s)/chat(s) with the first person, and sending, to a computer, at least some data from the set of data and a second message that indicates that the telephone call is mapped to a second person, where the computer is configured to display on a screen the second message and a presentation option that presents the at least some data via the computer.

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 for and methods of determining the priority of a call interaction include receiving a call interaction from a call center; validating, by a validation and transcription engine, that the call interaction is authentic; converting, by the validation and transcription engine, the call interaction into text; extracting, by a data calculation engine, organization, location, and time information from the text; calculating, by the data calculation engine, a priority of the call interaction from the extracted information and the text by determining an important of words in the text and correlating the words to a priority class using a pre-trained algorithm that is trained on emergency-type and emergency services-type language; determining that the call interaction should be transmitted to a queue of the call center for initial handling by a call center agent; and transmitting the call interaction, the calculated priority, and the extracted information to the call center.

In the field of telecommunications, methods, systems, and tangible, non-transitory computer-readable mediums comprising program code are disclosed that comprise receiving a set of agents defining a first agent, a second agent, and a third agent available for pairing to a contact at a contact center; 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 had not been available, the second agent would have been selected for pairing to the contact, and wherein the third agent has been waiting the longest and occupied the least among the set of agents.

Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.

Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different.