System and method for call and data matching in a contact center

1. A method for processing interaction requests from a customer, the method comprising:

receiving by a computer system over a data channel from an end user device accessible to the customer, a request for an interaction, the request including data, wherein data includes customer data;

storing the data by the computer system;

receiving a voice call from a telephony device accessible to the customer;

establishing, by the computer system, a voice media session with the telephony device over a voice channel in response to the voice call;

identifying, by the computer system, the data based on information associated with the voice call;

identifying, by the computer system, a contact center resource for routing the voice call based on the customer data; and

attaching, by the computer system, the data to a request to route the call to the identified contact center resource.

2. The method of claim 1 , wherein the information associated with the voice call for identifying the data includes an access number called by the telephony device for establishing the voice media session.

3. The method of claim 2 further comprising:

reserving the access number from a pool of access numbers in response to the request for the interaction, wherein the reserving is for preventing the access number from being transmitted to another end user device.

4. The method of claim 3 , wherein the access number is reserved for a particular period of time, wherein after expiration of the time, the access number is returned to the pool.

5. The method of claim 1 , wherein the information associated with the voice call for identifying the data includes a calling number of the telephony device.

6. The method of claim 1 , wherein the information associated with the voice call for identifying the data includes an access code provided over the voice channel.

7. The method of claim 6 further comprising:

generating the access code by the computer system;

transmitting the access code to the end user device over the data channel; and

receiving the access code from the telephony device over the voice channel, wherein the data is retrieved in response to receipt of the access code via the voice channel.

8. The method of claim 7 , wherein the access code is associated with an audio tone.

9. The method of claim 7 , wherein the access code is randomly generated.

10. The method of claim 7 , wherein the access code includes an access number called by the telephony device.

11. The method of claim 1 , wherein the data is configured to provide context for the voice call.

12. The method of claim 1 , wherein the data includes information on a type of interaction requested by the application.

13. The method of claim 1 , wherein the data includes information for identifying the contact center resource for routing the voice call.

14. The method of claim 1 further comprising:

generating a first session identifier in response to the request for the interaction;

storing the first session identifier in association with the data;

generating a second session identifier for the voice media session; and

replacing the second session identifier with the first session identifier, or replacing the first session identifier with the second session identifier, in response to identifying the data based on the information associated with the voice call.

15. The method of claim 1 , wherein the end user device is the telephony device.

16. The method of claim 1 , wherein the end user device is a non-telephony device.

17. A system for processing interaction requests from a customer, the system comprising:

a processor; and

a memory including instructions which, when executed by the processor, cause the processor to:

receive over a data channel from an end user device accessible to the customer, a request for an interaction, the request including data, wherein data includes customer data;

store the received data;

identify the stored data in response to a voice media session established over a voice channel with a telephony device accessible to the customer, the voice media session being established in response to receipt of a voice call from the telephony device; and

provide the identified data for attaching to a request to route the voice call to an identified contact center resource, wherein the identified contact center resource is identified based on the customer data.

18. The system of claim 17 , wherein the information associated with the voice call for identifying the data includes an access number called by the telephony device for establishing the voice media session.

19. The system of claim 18 , wherein the instructions further cause the processor to:

reserve the access number from a pool of access numbers in response to the request for the interaction, wherein the reserving is for preventing the access number from being transmitted to another end user device.

20. The system of claim 17 , wherein the instructions further cause the processor to:

identify an interaction involving the customer, the interaction being associated with interaction data;

store the interaction data in a storage device in association with data related to the customer;

receive from the end user device a request for a history of interactions, wherein the request is transmitted by the application in response to selection of an option provided by the application;

retrieve the stored interaction data in response to the request; and

provide the retrieved interaction data to the end user device for display via the application.

21. The method of claim 1 , wherein the customer data is selected from a group consisting of an account number, a birthdate, and a password.