Abstract: A method for facilitating an interaction with a contact center for a customer relating to a problem with a target object. The method includes receiving images of the target object from the customer and processing the images by: identifying a base object corresponding to the target object; retrieving a base object model, product identification information, and customer service information associated with the base object; analyzing the images by comparing the images of the target object to the base object model to detect changes; based on the detected changes, determining a problem statement related to the interaction; and based on the customer service information and the problem statement, selecting an applicable contact center as the contact center for the interaction. The method includes transmitting a communication that include the problem statement to the contact center to initiate the interaction.

Abstract: A method for facilitating an interaction with a contact center for a customer relating to a problem with a target object. The method includes receiving images of the target object from the customer and processing the images by: identifying a base object corresponding to the target object; retrieving a base object model, product identification information, and customer service information associated with the base object; analyzing the images by comparing the images of the target object to the base object model to detect changes; based on the detected changes, determining a problem statement related to the interaction; and based on the customer service information and the problem statement, selecting an applicable contact center as the contact center for the interaction. The method includes transmitting a communication that include the problem statement to the contact center to initiate the interaction.

Abstract: A method has steps for receiving at a call center implemented in a network, a first call from a caller using a first telephony-enabled device, connecting the received first call to an agent in the call center, creating and storing in a data repository at the call center a live call record associating an identity of the caller or a device of the caller with the agent to whom the first call is connected, receiving, while the first call is active, a second call from the same caller using a second telephony-enabled device, querying the data repository and discovering the live call record, routing the second call to the same agent to whom the first call is routed, and terminating the first call, but leaving the live call record in place.

Abstract: A method has steps for receiving at a call center implemented in a network, a first call from a caller using a first telephony-enabled device, connecting the received first call to an agent in the call center, creating and storing in a data repository at the call center a live call record associating an identity of the caller or a device of the caller with the agent to whom the first call is connected, receiving, while the first call is active, a second call from the same caller using a second telephony-enabled device, querying the data repository and discovering the live call record, routing the second call to the same agent to whom the first call is routed, and terminating the first call, but leaving the live call record in place.