Abstract: An enterprise platform may retrieve, from a collaboration data store, information about a selected enterprise team. The enterprise platform may then transmit, from a set of integration tools to a workflow tool of a remote cloud-based environment, a data payload including a notification request associated with a channel. The enterprise platform may also transmit, from a runtime environment to a business communication platform of the cloud-based environment, a request to post a notification to the channel and arrange for a member of the selected enterprise team to receive an adaptive information card, pushed by the business communication platform via the channel, containing information associated with at least one of the integration tools. The member who receives the adaptive information card may also, via selection of a graphical icon on the card, respond to the business communication platform via bi-directional communication.

Abstract: According to one embodiment, an intelligent contact handler management system can proxy contact inquiry requests, aggregate contact handler availability, capability and expertise and dynamically select, reserve and assign an optimal contact handler from a group of contact handlers to the contact inquiry. An intermediate communications proxy mediates customer inquiry requests and manages communications between a central contract management server and a plurality of communication sub-systems in communication with contact handlers. Community derived expertise information is used to select a contact handler.