Incontact Inc.

Derick Rodney Walburger

Rix Allan Ryskamp

Bryan Pino

Kacie Mayberry

Chris Seaman

A computerized method for enhancing agent's efficiency in a contact center by orchestrating a multi-agent to multi-contact attribute-based routing while maintaining seamless contact interaction is provided herein. The computerized method includes receiving a request for service and in response may operate an orchestration engine. The orchestration engine derives contact related information from the communication channel to yield at least one contact attribute and according to a preconfigured set of rules and the agent's availability state, performs attribute-based routing of the request for service to one or more agents and designates a primary agent out of the one or more agents to handle the request for service, and when the orchestration engine can't find a human agent having a proficiency as defined in the computerized system, the orchestration engine is designates as a primary agent, a bot agent.

Enhancing agent's efficiency in a contact center by using a multi-agent to multi-contact routing orchestration

A computerized method for enhancing agent's efficiency in a contact center by orchestrating a multi-agent to multi-contact attribute-based routing while maintaining seamless contact interaction is provided herein. The computerized method receives a request for service and in response may operate an orchestration engine. The orchestration engine derives contact related information from the communication channel to yield at least one contact attribute and according to a preconfigured set of rules and the agent's availability state, perform attribute-based routing of the request for service to one or more agents and designate a primary agent to handle the request for service and one or more agents as secondary agents. once an interaction between the one or more agents and the contact has commenced the computerized method sends information related to the handled request to the one or more designated secondary agents' and enable them to participate in the interaction via a display.

Systems and methods for synchronizing data between a communications management system and data management system. In some implementations, contact data may be requested from a data management system external to and/or operated by a distinct entity with respect to a communications management system. The requested contact data may be received at the communications management system and the communications management system may be used to establish a communication using at least one contact from the requested contact data. The requested contact data may be updated using data generated during the communication and then updated contact data may be transmitted to the data management system to synchronize the two systems.

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South Jordan, UT, United States of America

Derick Rodney Walburger