Intermediary device for data message network routing and enhancement in a contact center environment

A system that enhances data messages between end user client computing devices and contact center agent computing devices in a contact center environment, comprising:

• an intermediary device, a data message replication mechanism, a data message aggregator mechanism, and a data message analysis mechanism;
• the intermediary device disposed in a data communication path for a contact center between an electronic communications network and a contact center agent computing device;
• the intermediary device to receive via the electronic communications network, a first data message having a first characteristic;
• the data message replication mechanism to intercept the first data message and to replicate the first data message to generate a replicated data message, the replicated data message having the first characteristic;
• the intermediary device to receive via the electronic communications network, a second data message having a second characteristic;
• the data message replication mechanism to intercept the second data message and to replicate the second data message to generate a second replicated data message, the second replicated data message having the second characteristic;
• the data message analysis mechanism to determine a session relationship between the first data message and the second data message;
• the data message analysis mechanism to generate, in response to the determination of the session relationship between the first data message and the second data message, from the first replicated data message and the second replicated data message and based on the first characteristic and the second characteristic, derivative content including at least one of an emotion attribute and a sentiment attribute of the second replicated data message;
• the data message aggregator mechanism to generate an enhanced data message by combining the derivative content generated from the first replicated data message and the second replicated data message with the second data message received via the electronic communications network, the derivative content and the second data message both forming the enhanced data message;
• and
• the intermediary device to provide the enhanced data message to the contact center agent computing device for display by the center agent computing device.

A method of enhancing data messages routed between end user client computing devices and contact center agent computing devices in a contact center environment, comprising:

• providing an intermediary device in a contact center environment, the intermediary device disposed in a data communication path of a contact center between an electronic communications network and a contact center agent computing device, the intermediary device including at least one of a data message replication mechanism, a data message aggregator mechanism, and a data message analysis mechanism;
• receiving, by the intermediary device via the electronic communications network, from a client computing device, a first data message having a first characteristic;
• intercepting, by the data message replication mechanism, the data message to generate a first replicated data message, the first replicated data message having the first characteristic;
• receiving, by the data message replication mechanism, via the electronic communications network, a second data message having a second characteristic;
• intercepting, by the data message replication mechanism, the second data message and to replicate the second data message to generate a second replicated data message, the second replicated data message having the second characteristic;
• determining, by the data message analysis mechanism, a session relationship between the first data message and the second data message;
• generating, by the data message analysis mechanism in response to the determination of the session relationship between the first data message and the second data message, from the first replicated data message and the second replicated data message and based on the first characteristic and the second characteristic, derivative content including at least one of an emotion attribute and a sentiment attribute of the second replicated data message;
• generating, by the data message aggregator mechanism, an enhanced data message by combining the derivative content generated from the first replicated data message and the second replicated data message with the second data message received via the electronic communications network, the derivative content and the second data message both forming the enhanced data message;
• and
• providing, by the intermediary device, the enhanced data message to the contact center agent computing device for display by the contact center agent computing device.