Stranded asset management in customer service call centers

A system of managing stranded assets of a customer service call center, the system comprising:

• an interface component that identifies an opportunity event of an established customer service session initiated by a user that is in a waiting queue for a customer service representative;
• an ingestion component that ingests one or more characteristics of the opportunity event that characterize at least one of:
• (i) the identity of the user;
• (ii) a subject of the established customer service session;
• and (iii) a situational context of the user;
• a correlation component that correlates the one or more ingested characteristics and an estimated duration of the waiting queue with at least one transaction-related content item;
• and a publishing component that publishes a selected transaction-related content item via the established customer service session to the user while in the waiting queue, wherein the correlation component processes properties of the opportunity event related to the communication session and correlates the processed properties to rules that correspond to a particular call center, product information, or service information,
• wherein the interface component composes higher level events from a set of events or data
• a location component that locates a profile associated with the identity of the user;
• and
• a selection component that selects at least one or more characteristics from the profile based on demographic categories of the user and historical transactions performed by the user.

A non-transitory computer-readable storage medium comprising computer-executable instructions, which when executed via a processing unit on a computer performs acts, comprising:

• identifying an opportunity event of an established customer service session initiated by a user that is in a waiting queue for a customer service representative;
• ingesting one or more characteristics of the opportunity event;
• locating a profile associated with the identity of the user;
• selecting at least one or more characteristics from the profile based on demographic categories of the user and historical transactions performed by the user;
• correlating the one or more ingested characteristics with at least one transaction-related content item;
• and
• publishing a selected transaction-related content item via the established customer service session to the user while in the waiting queue.