Abstract: Particular embodiments provide intelligent overload control for contact centers. In one embodiment, an overload condition at a contact center is determined. When the overload condition exists, a contact evaluation metric for a connection to a contact is determined. The contact evaluation metric may evaluate the value of a contact, such as whether the contact is a high-value or low-value contact. An action to perform for the contact is then determined based on the contact evaluation metric. For example, if the contact is considered a high-value contact, then the contact may be serviced; however, if the contact is considered a low-value contact, then the contact may be gapped.

Abstract: In one embodiment, a method can include: (i) receiving a new contact in a contact center, where the new contact includes an expressed need; (ii) forming a resource set in response to the expressed need of the new contact, where the resource set includes one or more prospective resources; and (iii) sending a broadcast message to each of the prospective resources in the resource set.

Abstract: In one embodiment, a method can include: (i) receiving a contact center interaction request via a device coupled to a display screen; (ii) accessing information about the device or a user of the device from a customer database of a content provider; and (iii) establishing an interaction path between the contact center and a viewer. The method can further include providing information to the user via the interaction path in response to a request by the user for the information. The device can be a set-top box (STB) or a cable card and the display screen can be a television, for example. Also, the content provider can be a cable or satellite television provider, for example.

Abstract: In one embodiment, a method can include: (i) receiving a new contact in a contact center, where the new contact includes an expressed need; (ii) forming a resource set in response to the expressed need of the new contact, where the resource set includes one or more prospective resources; and (iii) sending a broadcast message to each of the prospective resources in the resource set.

Abstract: Particular embodiments provide intelligent overload control for contact centers. In one embodiment, an overload condition at a contact center is determined. When the overload condition exists, a contact evaluation metric for a connection to a contact is determined. The contact evaluation metric may evaluate the value of a contact, such as whether the contact is a high-value or low-value contact. An action to perform for the contact is then determined based on the contact evaluation metric. For example, if the contact is considered a high-value contact, then the contact may be serviced; however, if the contact is considered a low-value contact, then the contact may be gapped.

Abstract: In one embodiment, a method can include: (i) receiving a new contact or resource availability indication in a contact center; (ii) matching one or more resources in response to an expressed need of the new contact using an aggregate of predetermined characteristics of the one or more resources; and (iii) arranging a session for communication between the new contact and at least one of the one or more resources. The one or more resources can include people or agents, and the session for communication can include a conference call, for example.

Abstract: In one embodiment, a method can include: (i) receiving a contact center interaction request via a device coupled to a display screen; (ii) accessing information about the device or a user of the device from a customer database of a content provider; and (iii) establishing an interaction path between the contact center and a viewer. The method can further include providing information to the user via the interaction path in response to a request by the user for the information. The device can be a set-top box (STB) or a cable card and the display screen can be a television, for example. Also, the content provider can be a cable or satellite television provider, for example.