Connected machine initiated service

1. A computer-implemented method for establishing a communications session between a plurality of user devices, the method comprising the steps of:

receiving, by a processor associated with a contact center, prior to the start of the communications session between the plurality of user devices, event data that includes an identification of a registered device and a state of the registered device from one of the plurality of user devices;

determining, by a digital service interface, a state of the registered user device that is different from an other user device, wherein the registered user device is machine-connected;

determining, by the processor, a routing decision based on the event data, the routing decision being in anticipation of an interaction establishing the communications session;

automatically transmitting, to a contact center and by the digital service interface, first event data that includes the identification of the registered user device and the state of the registered user device;

providing, to a user of the other user device, second event data that includes the state of the registered user device and information that enables the user to establish a communications session with the contact center; and

initiating a connection to the contact center, by the user, wherein the user is automatically routed to an agent determined by the contact center appropriate for handling based on the first event data received.

2. The method of claim 1 , wherein the state of the registered user device is determined by receiving data from the registered user device indicating the state of the registered user device.

3. The method of claim 1 , wherein the state of the registered user device is determined by not receiving data from the registered user device within a predetermined time period.

4. The method of claim 2 , wherein the transmitting of the first event data further comprises:

communicating with the registered user device using a first communications protocol;

generating, based on a second communications protocol that is different from the first communications protocol, the first event data; and

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

5. The method of claim 1 , wherein the second event data is presented to the user via a display of the digital service interface.

6. The method of claim 1 , further comprising the steps of:

receiving, by the digital service interface, a request from the contact center to obtain additional data associated with the registered user device;

obtaining, by the digital service interface, the additional data from the registered user device; and

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

7. The method of claim 6 , wherein the digital service interface is embedded in the registered user device.

8. The method of claim 6 , wherein the digital service interface comprises an application executed by the other user device.

9. The method of claim 6 , wherein the digital service interface is implemented on a device that is different from the registered user device and the other user device.

10. The method of claim 1 , wherein the information comprises scripts that are executable by the digital service interface to enable the user to establish the communications session with the contact center without dialing a telephone number.

11. The method of claim 1 , wherein the information comprises scripts that are executable by the other 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 respectively operations comprising:

receiving, by a processor associated with a contact center, prior to the start of the communications session between the plurality of user devices, event data that includes an identification of a registered device and a state of the registered device from one of the plurality of user devices;

determining, by a digital service interface, the state of a registered user device that is different from an other user device, wherein the registered user device is machine-connected;

determining, by the processor, a routing decision based on the event data, the routing decision being in anticipation of an interaction establishing the communications session;

automatically transmitting, to a contact center and by the digital service interface, first event data that includes the identification of the registered user device and the state of the registered user device;

providing, to a user of the other user device, second event data that includes the state of the registered user device and information that enables the user to establish a communications session with the contact center;

initiating a connection to the contact center, by the user, wherein the user is automatically routed to an agent determined by the contact center appropriate for handling based on the first event data received;

receiving, by the digital service interface, a request from the contact center to obtain additional data associated with the registered user device;

obtaining, by the digital service interface, the additional data from the registered user device; and

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