Gladly Software, Inc.

Gladly, Inc.

Kuan Jen Wang

Bruno Bergher

Aleksey Tsibulya

Michael Hicks

So Eun Park

Ramon Novales

Jeffrey Zych

Systems and methods for flexible and extensible contact center routing are disclosed. Incoming communications are received at a contact center from one or more customers. A pairing score is determined for each agent capable of servicing the incoming communications for each of the one or more customers based on customer attributes and/or agent attributes that are adjustable and extensible. An incoming communication is routed from a customer to an agent having a highest pairing score with the customer. The incoming communication can be routed on a first communication channel and then switched over to a second communication channel. The first communication channel and second communication channel can be different types of communication channels.

Systems and methods for flexible and extensible contact center routing

Growing community of inventors

San Francisco, CA, United States of America

Kuan Jen Wang