BACKGROUND

The present disclosure relates generally to operation of a contact center, and, more particularly, to improved handling of contacts in a blend environment.

In a contact center, optimizing use of each resource's time is of prime importance. Blended contact centers that handle inbound (incoming) and outbound (outgoing) operations often require resources to handle outbound contacts when a volume of inbound contacts decreases, and vice versa (referred to herein as a blend environment), to maintain a steady workload for the resources within the contact center. Inbound and outbound campaigns are generally kept separate, with each resource typically being associated with or assigned to either an inbound campaign or an outbound campaign. If the resource wishes to change the type of contacts he or she is handling, the resource's campaign assignment must be switched. For example, if a resource assigned to an outbound campaign wishes to begin handling inbound contacts, he or she would need to switch assignments from the outbound campaign to the inbound campaign. Such switching between outbound and inbound campaigns may occur automatically or manually, but in either case, each reassignment of a resource causes a small delay. Resources across the contact center may switch campaigns multiple times per shift, which may result in a decrease in productivity and can negatively impact overall contact center performance. In addition, because performance reports are typically campaign-based, it can be difficult for supervisors to obtain a complete picture of resource performance in a blend environment.

BRIEF SUMMARY

One aspect of the present disclosure relates to a method for assigning contacts in a contact center. The method includes extracting, by a blend application, contextual information related to an inbound contact received at a first port, and when the contextual information indicates that a customer associated with the inbound contact has requested an agent interaction, transmitting, by the blend application, the contextual information to an outbound dialer. The method further includes placing, by the outbound dialer, an outbound call from a second port to the first port; automatically patching, by the outbound dialer, the second port with a third port that is associated with an agent assigned to an outbound campaign; and connecting, by the outbound dialer, a customer device associated with the inbound contact to a device associated with the agent, wherein the agent remains assigned to the outbound campaign.

Another aspect of the present disclosure relates to a system for assigning contacts in a contact center. This system includes a memory device, storing executable instructions, and a processor in communication with the memory device. In particular, the processor, when executing the executable instructions, implements a blend application and an outbound dialer, in which the blend application when implemented extracts contextual information related to an inbound contact received at a first port and when the contextual information indicates that a customer associated with the inbound contact has requested an agent interaction, transmits the contextual information to the outbound dialer. The outbound dialer when implemented places an outbound call from a second port to the first port; automatically patches the second port with a third port that is associated with an agent assigned to an outbound campaign; and connects a customer device associated with the inbound contact to a device associated with the agent, wherein the agent remains assigned to the outbound campaign.

A further aspect of the present disclosure relates to another method for assigning contacts in a contact center. The method includes extracting, by a blend application, contextual information related to an outbound contact associated with a first port, and transmitting, by the blend application, the contextual information to an automated call distributor (ACD). The method further includes placing, by the ACD, an inbound call from the first port to a second port; automatically patching, by the ACD, the second port with a third port that is associated with an agent assigned to an inbound campaign; and connecting, by the ACD, a customer device associated with the outbound contact to a device associated with the agent, wherein the agent remains assigned to the inbound campaign.

