Apparatuses and methods involving an integrated contact center

A data-communications system comprising:

• a data-communications server, including one or more client-entity-server computers that are operated on behalf of respective ones of a plurality of client entities, to provide data-communications services to particular end users by routing inbound data communications;
• at least one of the one or more client-entity-server computers to:
• process user-data communications between a plurality of respective stations, including a client station and including a participating station that participates in data-communications via data-communications services;
• identify context data for each respective user-data-communication between the client station and the participating station, the context data corresponding to at least one communications-specific characteristic associated with and discerned from one or more content-related characteristics, obtained from among words and/or media characteristics conveyed in the user-data-communications;
• aggregate the identified context data for the client station to provide aggregated context data which is based on communications sessions involving the client station;
• and
• provide the data-communications services to particular end users based on the aggregated context data and including data generated from retrieved data concerning previous data-communications provided by the data-communications server, wherein the context data is associated with a topic discerned from a data communication between the client station and the participating station, wherein the identified context data includes data indicative of the at least one communications-specific characteristic, and the aggregated context data is based on or includes an aggregation of context data from multiple ones of the user-data communications.

A method for use by a data-communications system, the method comprising:

• providing data-communications services to particular end users, via a data-communications server including one or more client-entity-server computers that are operated on behalf of respective ones of a plurality of client entities, by routing inbound data communications;
• via at least one of the one or more client-entity-server computers:
• processing user-data communications between a plurality of respective stations, including a client station and including a participating station that participates in data communications via data-communications services;
• identifying context data for each respective user-data-communication between the client station and the participating station, the context data corresponding to at least one communications-specific characteristic associated with and discerned from one or more content-related characteristics, obtained from among words and/or media characteristics conveyed in the user-data-communications;
• aggregating the identified context data for the client station to provide aggregated context data which is based on communications sessions processed by the data-communications server and involving the client station;
• and
• providing the data-communications services to particular end users based on the aggregated context data and including data generated from retrieved data concerning previous data communications provided by the data-communications server.