Digital service interface

1. A computer-implemented method for managing a communications session between a user device and an agent device of a contact center, the method comprising:

determining, by a digital service interface, a state of a registered device, wherein the registered device is different from the user device;

transmitting, to the contact center and by the digital service interface, event data that includes an identification of the registered device and the state of the registered device, wherein in response to receipt of the event data, a server of the contact center is configured to:

dynamically generate a message;

transmit the dynamically generated message to the digital service interface; and

prior to receipt by the contact center of a request for an interaction related to the event data from a user of the registered device, and in anticipation of the interaction for establishing the communications session:

identify an agent of the contact center, the agent being identified as having skills for handling the interaction; and

generate routing information for routing the interaction to the agent, wherein the generating the routing information includes determining contact information for establishing a communications session between the user device and a device of the identified agent;

receiving and displaying, by the digital service interface, the dynamically generated message for prompting action by a user of the user device, wherein in response to the action, the request for the interaction is transmitted to the contact center;

determining whether the request is related to the generated routing information;

in response to determining that the request is related to the generated routing information, routing the request to the device of the identified agent; and establishing the communications session between the user device and the device of the identified agent in response to the request.

2. The method of claim 1 , wherein determining the state of the registered device further comprises receiving data from the registered device indicating the state of the registered device.

3. The method of claim 1 , wherein determining the state of the registered device further comprises determining that data has not been received from the registered device within a predetermined time period.

4. The method of claim 1 , wherein transmitting the event data to the contact center further comprises:

communicating, using a first communications protocol, with the registered device to obtain the state of the registered device;

generating, based on a second communications protocol that is different from the first communications protocol, the event data that includes the state of the registered device; and

transmitting, using the second communications protocol, the event data to the contact center.

5. The method of claim 1 , wherein the dynamically generated message includes contact information of the contact center for enabling the user to establish the communications session with the contact center.

6. The method of claim 5 , wherein the contact information includes a telephone number to the identified agent, wherein in response to receipt of the interaction using the telephone number, the interaction is routed to the identified agent without input from the user device, during the interaction, of identification of the registered device.

7. The method of claim 1 , further comprising:

after the communications session is established between the user device and the contact center, receiving, by the digital service interface, a request from the contact center to obtain additional data associated with the registered device;

in response to receiving the request from the contact center, obtaining, by the digital service interface, the additional data from the registered device; and

transmitting, by the digital service interface, the additional data to the contact center.

8. The method of claim 1 , wherein the digital service interface is embedded in the registered device.

9. The method of claim 1 , wherein the digital service interface is an application executed by the user device.

10. The method of claim 1 , wherein the digital service interface is implemented on a device that is different from the registered device and the user device.

11. The method of claim 1 , wherein the server of the contact center is configured to transmit scripts that are executable by the digital service interface or the user device to enable the user to establish the communications session with the contact center without dialing a telephone number.

12. A computer-implemented system comprising:

one or more processors and one or more non-transitory computer-readable storage devices storing instructions that when executed by the one or more processors cause the one or more processors to perform operations comprising:

determining a state of a registered device, wherein the registered device is different from a user device;

transmitting, to a contact center, event data that includes an identification of the registered device and the state of the registered device, wherein in response to receipt of the event data, a server of the contact center is configured to:

dynamically generate a message;

transmit the dynamically generated message to a digital service interface; and

prior to receipt by the contact center of a request for an interaction related to the event data from a user of the registered device, and in anticipation of the interaction for establishing a communications session, identify an agent of the contact center, the agent being identified as having skills for handling the interaction, and generate routing information for routing the interaction to the agent, wherein the generating the routing information includes determining contact information for establishing a communications session between the user device and a device of the identified agent;

receiving and displaying the dynamically generated message for prompting action by a user of the user device, wherein in response to the action, the request for the interaction is configured to be transmitted to the contact center;

determining whether the request is related to the generated routing information;

in response to determining that the request is related to the generated routing information, routing the request to the device of the identified agent; and

establishing a communications session between the user device and the device of the identified agent in response to the request.

13. The system of claim 12 , wherein determining the state of the registered device further comprises receiving data from the registered device indicating the state of the registered device.

14. The system of claim 12 , wherein determining the state of the registered device further comprises determining that data has not been received from the registered device within a predetermined time period.

15. The system of claim 12 , wherein transmitting the event data to the contact center further comprises:

communicating, using a first communications protocol, with the registered device to obtain the state of the registered device;

generating, based on a second communications protocol that is different from the first communications protocol, the event data that includes the state of the registered device; and

transmitting, using the second communications protocol, the event data to the contact center.

16. The system of claim 12 , wherein the operations further comprise:

after the communications session is established between the user device and the contact center, receiving a request from the contact center to obtain additional data associated with the registered device;

in response to receiving the request from the contact center, obtaining the additional data from the registered device; and

transmitting the additional data to the contact center.

17. A non-transitory computer-readable storage device storing instructions that when executed by one or more processors, cause the one or more processors to perform operations comprising:

determining a state of a registered device, wherein the registered device is different from a user device;

transmitting, to a contact center, event data that includes an identification of the registered device and the state of the registered device, wherein in response to receipt of the event data, a server of the contact center is configured to:

dynamically generate a message;

transmit the dynamically generated message to a digital service interface; and

prior to receipt by the contact center of a request for an interaction related to the event data from a user of the registered device, and in anticipation of the interaction for establishing a communications session:

identify an agent of the contact center, the agent being identified as having skills for handling the interaction; and

generate routing information for routing the interaction to the agent, wherein the generating the routing information includes determining contact information for establishing a communications session between the user device and a device of the identified agent;

receiving and displaying the dynamically generated message for prompting action by a user of the user device, wherein in response to the action, the request for the interaction is transmitted to the contact center;

determining whether the request is related to the generated routing information;

in response to determining that the request is related to the generated routing information, routing the request to the device of the identified agent; and

establishing the communications session between the user device and the device of the identified agent in response to the request.

18. The computer-readable storage device of claim 17 , wherein transmitting the first event data to the contact center further comprises:

communicating, using a first communications protocol, with the registered device to obtain the state of the registered device;

generating, based on a second communications protocol that is different from the first communications protocol, the event data that includes the state of the registered device; and

transmitting, using the second communications protocol, the event data to the contact center.