Gladly Software, Inc.

Gladly, Inc.

Ramon Novales

Bruno Bergher

Michael Hicks

Aleksey Tsibulya

Kuan Jen Wang

So Eun Park

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

Walnut, CA, United States of America

Ramon Novales