System and method for maximizing capacity of an agent in a contact center by omni session handling

A computerized-system for maximizing capacity of an agent in a contact center by omni session handling, the computerized-system comprising:

• a display unit;
• and
• a processor configured to operate an Omni Session Handling (OSH) engine for proactive OSH to determine that an outreach is required, according to one or more predefined requirements;
• said OSH engine is configured to:
• retrieve two or more proactive interactions from a Customer Relations Management (CRM) database based on the one or more predefined requirements for an outreach to be stored in a queue of proactive contacts;
• allocate a queue of two or more interactions from the queue of proactive contacts to an agent or to a team of agents;
• present the agent or an agent in the team of agents with a digital preview of two or more proactive interactions from the queue of two or more proactive interactions for consideration via a display unit, while the agent is handling one or more interactions;
• receive from the agent a decision upon review of the presented digital preview of the two or more interactions,
• wherein the received decision is to accept one or more proactive interactions from the presented digital preview of the two or more interactions or to reject thereof, and
• wherein at least one contact is associated to the interactions;
• and
• a memory to store the queue of proactive contacts and the queue of two or more interactions.