System and method for dynamic call traffic routing
A method of sending data to one of a plurality of geographically dispersed contact center service sites includes receiving a contact from a customer device; determining a context of the contact; and retrieving, by the server of the contact center, from a first context store, information based on the determined context of the contact. Accordingly, based on the determined context of the contact, a predicted particular service site from among the plurality of geographically dispersed contact center service sites can be identified so that the retrieved information can be sent to a storage location that is closer to the predicted particular service site than the contact center is.
1. A method of sending data to one of a plurality of geographically dispersed contact center service sites, comprising:
receiving, by a server of a contact center, a contact from a customer device;
determining, by the server of the contact center, a context of the contact;
retrieving, by the server of the contact center, from a first context store, information based on the determined context of the contact;
based on the determined context of the contact, predicting, by the server of the contact center, a particular service site where the contact is most likely to be routed from among the plurality of geographically dispersed contact center service sites; and
sending, by the server of the contact center, the retrieved information to a storage location that is closer to the predicted particular service site than the contact center is.
2. The method of claim 1 , wherein the storage location is closer, in a network sense, to the predicted particular service site than the contact center is.
3. The method of claim 1 , wherein the storage location is closer, in a geographical sense, to the predicted particular service site than the contact center is.
4. The method of claim 1 , comprising:
substantially concurrently with sending the retrieved information, transferring, by the server of the contact center, the contact to an agent device at the predicted particular service site.
5. The method of claim 1 , wherein the context of the contact comprises an attribute of a caller associated with the user device.
6. The method of claim 1 , wherein retrieving the information comprises:
transmitting, by the server of the contact center, a request for the information based on the determined context of the contact, wherein the request comprises routing information related to the particular service site.
7. The method of claim 1 , wherein the storage location comprises a second context store located at the predicted particular service site.
8. The method of claim 1 , wherein the context of the contact comprises a language preference identified during the contact.
9. The method of claim 1 , wherein the information comprises historical contact records associated with the contact.
10. The method of claim 1 , wherein the information comprises knowledge bundles related to the context of the contact.
11. A server computer of a contact center for sending data to one of a plurality of geographically dispersed contact center service sites, comprising:
a memory device storing executable instructions; and
a processor in communication with the memory device, wherein the processor, when executing the executable instructions:
receives a contact from a customer device;
determines a context of the contact;
retrieves from a first context store, information based on the determined context of the contact;
based on the determined context of the contact, predicts a particular service site where the contact is most likely to be routed from among the plurality of geographically dispersed contact center service sites; and
sends the retrieved information to a storage location that is closer to the predicted particular service site than the contact center is.
12. The system of claim 11 , wherein the storage location is closer, in a network sense, to the predicted particular service site than the contact center is.
13. The system of claim 11 , wherein the storage location is closer, in a geographical sense, to the predicted particular service site than the contact center is.
14. The system of claim 11 , wherein the processor, when executing the executable instructions, substantially concurrently with sending the retrieved information, transfers the contact to an agent device at the predicted particular service site.
15. The system of claim 11 , wherein the context of the contact comprises an attribute of a caller associated with the user device.
16. The system of claim 11 , wherein the processor, when executing the executable instructions, transmits a request for the information based on the determined context of the contact, wherein the request comprises routing information related to the particular service site.
17. The system of claim 11 , wherein the storage location comprises a second context store located at the predicted particular service site.
18. The system of claim 11 , wherein the context of the contact comprises a language preference identified during the contact.
19. The system of claim 11 , wherein the information comprises historical contact records associated with the contact.
20. The system of claim 11 , wherein the information comprises knowledge bundles related to the context of the contact.