Intermediary device for data message network routing and enhancement in a contact center environment

1. A system to enhance data messages between end-user client computing devices and contact center agent computing devices in a contact center environment, comprising:

an intermediary device comprising a data message analysis mechanism and a non-volatile data storage device, the intermediary device being disposed in a data communication path of a contact center between an electronic communications network and a contact center agent computing device and being configured to:

receive, via the electronic communication network, a first data message having a first characteristic;

send the first data message to the contact center agent computing device;

store the first data message on the non-volatile data storage device;

receive a control data message from the contact center agent computing device, the control data message comprising a single ASCII character identifying the text-based control data message as a control data message followed by a word or phrase indicating an action to be performed;

associate the control data message with the first data message;

send the control data message with its association to the data message analysis mechanism;

receive, via the electronic communications network, a second data message having the first characteristic;

send the second data message to the data message analysis mechanism;

using the data message analysis mechanism, determine a session relationship between the first data message and the second data message based on the first characteristic in common between them;

retrieve the first data message from the non-volatile data storage device;

perform the action indicated by the control data message on the first data message to generate derivative content;

generate an enhanced data message comprising the second data message and the derivative content; and

send the enhanced data message to the contact center agent computing device.

2. The system of claim 1 , wherein the intermediary device is further configured to:

generate additional derivative content by performing the action indicated by the control data message on the second data message.

3. The system of claim 1 , wherein the

action indicated by the control data message is one of: an emotion attribute, a sentiment attribute, and a subject matter attribute.

4. The system of claim 1 , wherein the intermediary device is further configured to:

modify, responsive to the receipt of the control data message, the generation of the derivative content based on the first characteristic.

5. The system of claim 1 , wherein the intermediary device is further configured to:

receive, from the contact center agent computing device, a third data message generated in response to the enhanced data message, the third data message including the derivative content provided with the augmented enhanced data message;

remove, from the third data message, the derivative content; and

send, via the electronic communication network, the third data message with the derivative content removed back to the contact center agent computing device.

6. The system of claim 1 , wherein the intermediary device is further configured to:

provide, for presentation by the contact center agent computing device, the enhanced data message as part of a user interface, the user interface to present the derivative content included in the augmented data message.

7. The system of claim 1 , wherein the intermediary device is further configured to:

control presentation of the enhanced data message on a user interface of a plurality of user interfaces displayed via the contact center agent computing device.

8. The system of claim 1 , wherein the intermediary device is implemented as a distributed computing network comprising a plurality of networked computers.

9. A method of enhancing data messages between end-user client computing devices and contact center agent computing devices in a contact center environment, comprising the steps of:

receiving a first data message having a first characteristic via an electronic communication network at an intermediary device comprising a data message analysis mechanism and a non-volatile data storage device, the intermediary device being disposed in a data communication path of a contact center between the electronic communications network and a contact center agent computing device;

sending the first data message to the contact center agent computing device;

storing the first data message on the non-volatile data storage device;

receiving a control data message from the contact center agent computing device, the control data message comprising a single ASCII character identifying the text-based control data message as a control data message followed by a word or phrase indicating an action to be performed;

associating the control data message with the first data message;

sending the control data message with its association to the data message analysis mechanism;

receiving, by the intermediary device, via the electronic communications network, a second data message having the first characteristic;

sending the second data message to the data message analysis mechanism;

retrieving the first data message from the non-volatile data storage device;

performing the action indicated by the control data message on the first data message to generate derivative content;

generating an enhanced data message comprising the second data message and the derivative content; and

sending the enhanced data message to the contact center agent computing device.

10. The method of claim 9 , further comprising the step of generating additional derivative content by performing the action indicated by the control data message on the second data message.

11. The method of claim 9 , wherein the action indicated by the control data message is one of: an emotion attribute, a sentiment attribute, and a subject matter attribute.