Systems and methods for simulating multiple call center balancing

A system, comprising:

• a processor operatively coupled with a non-transitory computer readable media, the non-transitory computer readable media storing instructions that when executed by the processor implement:
• an inbound call manager module associated with two or more call centers that receives an incoming call, wherein the incoming call includes interactive voice response (IVR) information including voice audio of a caller;
• a customer information module of the inbound call manager module that receives caller account information and generates an account value based on the caller account information;
• an urgency module of the inbound call manager module that develops caller attitude information and generates an urgency value based on the caller attitude information, wherein the caller attitude information is based on caller voice analysis of the voice audio, wherein the voice analysis includes two or more of data on caller tone of voice, words per minute, changed answers to the same question, returning to an earlier step in a process, requesting repetition of information, or multiple attempts to select an option;
• a complexity module of the inbound call manager module that determines call issue information and generates a complexity value based on the call issue information, wherein the call issue information includes a number of issues to be addressed, a category of services, a type of change to the caller account, and an estimated time to complete all issues;
• a load balancer module associated with the two or more call centers that receives information from the inbound call manager module;
• a call score module of the load balancer module that receives the account value, the urgency value, and the complexity value and generates a call score based on the account value, the urgency value, and the complexity value;
• a routing module of the load balancer module that routes the incoming call to a selected call response entity based on the call score, wherein the load balancer selects the selected response entity by applying a rule to the call scores and a minimum expected delay, and wherein the rule is a dynamic rule that changes when call traffic to one or more of the two or more call centers exceeds a threshold, and wherein the routing module is configured to route calls according to two or more proprietary load balancing protocols;
• and
• a logging module of the load balancer module that logs routing of the incoming call in a call traffic log.

A system, comprising:

• a processor operatively coupled with a non-transitory computer readable media, the non-transitory computer readable media storing instructions that when executed by the processor implement:
• a call simulator module operatively coupled with a computer system running a load balancing algorithm;
• a call simulator analysis module configured to receive one or more response entity profiles, the response entity profiles based on performance metrics associated with one or more response entities to which the load balancing algorithm routes inbound calls;
• a call simulator generation module configured to generate a simulated load of simulated calls having varying call characteristics, wherein the varying call characteristics are based on the response entity profiles, and wherein the varying call characteristics are representative of information collected by interactive voice response (IVR) modules;
• and
• a call simulator routing module configured to transmit the simulated load to the computer system,
• wherein the load balancing algorithm is configured to generate call scores for calls among the simulated load based on an urgency and a complexity of the calls, wherein the urgency of the calls is based on a respective caller attitude, wherein the caller attitude is determined based on voice analysis, wherein the voice analysis includes two or more of data on caller tone of voice, words per minute, changed answers to the same question, returning to an earlier step in a process, requesting repetition of information, or multiple attempts to select an option, and wherein the complexity of the calls is based on respective call issue information including a number of issues to be addressed, a category of services, a type of change to the caller account, and an estimated time to complete all issues,
• wherein the load balancing algorithm is configured to route the calls to one or more simulated call centers based on a minimum expected delays associated with each of the one or more simulated call center and applying a dynamic rule to the call scores, wherein the dynamic rule is configured to change based on call traffic to the one or more simulated call centers exceeding a threshold, and
• wherein the load balancing algorithm is configured to route calls to simulated call centers according to two or more proprietary routing protocols.