Abstract: Call routing and management for customer service includes responding to the receipt of a telephone call in a voice gateway by generating a context artifact characterizing at least one aspect of the call and appending a call identifier to the artifact such that the artifact is then transmitted to a CSR management computing system along with a request to assign the call to a particular CSR agent. The call is then parked in a call queue until receiving, from the CSR management computing system, an assigned agent and a network endpoint address to the assigned agent. Finally, a two-way audio link is established between the voice gateway and the network endpoint address. Consequently, the call is removed from the call queue, and audio is bridged between the two-way audio link and the telephone call.

Abstract: An application that provides voice, chat, or short message services on a social media site to present a data field in a user interface for a person to enter information to request support, make a purchase, or seek information; presents an option to a person that allows the person to select how they want to be contacted by at least one agent; captures information from the social media site for the person; populates a preformatted note with the personal information and selection received from the person, the preformatted note having fields corresponding to the information and contact option, with the preformatted note formed by populating an input field with corresponding information or a selection by the person; stores all or part of the preformatted note as the record of the person's request for support; implements an algorithm to determine social affinity to route the request to at least one agent or another phone number or an automated response machine; and routes the request by voice or data channel, track