System for facilitating loosely configured service worker groups in a dynamic call center environment

1. A system configured to solicit and activate one or more groups of one or more groups of workers to service contact center business of a contact center, the system comprising:

an interface configured to be accessed by the one or more groups of workers for providing registration data for subscribing the one or more groups of workers to service communication events received at the contact center;

a data repository configured to store the registration data for the subscribed one or more groups of workers; and

a server configured to activate one or more groups of the subscribed one or more groups of workers according to the communication events received at the contact center, and to route the communication events to the activated one or more groups, based on a routing strategy, to perform services according to the communication events.

2. The system of claim 1 , wherein the communication events are associated with one or more enterprises.

3. The system of claim 1 , wherein the activated one or more groups are deactivated after performance of services.

4. The system of claim 1 , wherein the registration data comprises current skills qualification data of the subscribed one or more groups of workers.

5. The system of claim 1 , wherein the registration data further comprises available channels through which the subscribed one or more groups of workers may be contacted, the available channels comprising Voice over internet protocol (VOIP), telephone, email, instant message (IM), short message service (SMS), and session initiation protocol (SIP).

6. The system of claim 1 , wherein the server is further configured to validate some or all of the registration data.

7. The system of claim 1 , wherein the server is further configured to activate the one or more groups when one or more conditions are met, the one or more conditions comprising availability of agents falling below a threshold.

8. The system of claim 1 , wherein the server is further configured to activate the one or more groups when the one or more groups are qualified to perform the services according to the communication event.

9. The system of claim 1 , wherein the server is further configured to monitor performance of the service by the activated one or more groups by providing a telephone number to a conference bridge or a web link to a virtual routing point to the activated one or more groups prior to activation.

10. A system configured to assemble a virtual service group from a plurality of service workers and to activate the virtual service group for servicing contact center business of a contact center, the system comprising:

an interface configured to be accessed by the plurality of service workers to subscribe to receive service communication events received at the contact center, the communication events relating to the contact center business;

a data repository configured to store information about the subscribed ones of the plurality of the service workers; and

a server configured to assemble, based on the stored information, a virtual service group comprising one or more of the subscribed ones of the plurality of the service workers subscribed to receive communication events relating to a same piece of contact center business, the server being further configured to aggregate subscription information of the assembled virtual service group for routing the service communication events to the assembled virtual service group.

11. The system of claim 10 , wherein the information comprises current skills qualification data of the subscribed ones of the plurality of the service workers.

12. The system of claim 10 , wherein the virtual service group is dynamically assembled from among the subscribed ones of the plurality of the service workers based on the information.

13. The system of claim 10 , wherein the server is further configured to activate the assembled virtual service group when one or more conditions are met, the one or more conditions comprising availability of agents falling below a threshold.

14. A method for acquisitioning a plurality of contact center resources for servicing service opportunities of the contact center, the method comprising:

accepting, by a processor, subscription requests from a plurality of potential contact center resources and presenting for subscription one or more service opportunities to the plurality of potential contact center resources;

receiving and validating, by the processor, the subscription requests relative to the one or more service opportunities to obtain a plurality of validated subscribers from among the plurality of potential contact center resources;

reserving, by the processor, the plurality of validated subscribers for potential activation during occurrence of the one or more service opportunities; and

activating, by the processor, the plurality of validated subscribers to perform services according to the service opportunities, the services comprising servicing communication events routed to the plurality of validated subscribers from the contact center.

15. The method of claim 14 , wherein the activating the plurality of validated subscribers comprises determining if one or more conditions are met, the one or more conditions comprising availability of agents falling below a threshold.

16. The method of claim 14 , wherein the activating the plurality of validated subscribers comprises determining if the plurality of validated subscribers are qualified to perform the services according to the communication events.

17. The method of claim 14 , further comprising monitoring, by the processor, performance of the service by the plurality of validated subscribers by providing a telephone number to a conference bridge or a web link to a virtual routing point to the plurality of validated subscribers prior to activation.