Abstract: A method and apparatus are provided for controlling at least one application process comprising a plurality of application services, which are executed in an application environment in order to provide a service. One such method includes steps enabling a globally asynchronous implementation of the aforementioned application services without generating a timeout in relation to a client that requested the implementation of said application process.

Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.