Unified communications call routing and decision based on integrated analytics-driven database and aggregated data

A method comprising:

• receiving and processing, in a data-communications platform including a set of data-communications computer servers, incoming data-communication interactions (“incoming interactions”) including different types of digitally-represented communications among which are incoming calls;
• providing access, in a database of information sets stored in a memory circuit that is integrated with the data-communications platform, to each of the information sets which represents aspects of past ones of the incoming data-communication interactions processed by the data-communications platform and which has data aggregated and organized based on data collected in response to the past ones of the incoming interactions;
• and
• the data-communications platform responding to a respective one of the incoming interactions, while the data-communications platform is integrated with the memory circuit, by:
• accessing, via the database, at least one of the information sets associated with the respective one of the incoming interactions;
• utilizing from past interactions and at least one other data source;
• and
• facilitating, in response to the utilization of the data and to the access of the database, an automated self-service experience for respective users or originators of the incoming interactions through their processing, the automated self-service experience including at least one of:
• resolution of inquiries discerned through the incoming interactions;
• and call-decision routing of the incoming interactions to designated call-center agents or specialists having specific knowledge of subject matter discerned through the incoming interactions, wherein the data-communications platform accesses the database through an access pathway that does not traverse at least one of a broadband gateway circuit and a security-based firewall circuit.

A method comprising:

• receiving and processing, in a data-communications platform including a set of data-communications computer servers, incoming data-communication interactions (“incoming interactions”) including different types of digitally-represented communications among which are incoming calls;
• providing access, in a database of information sets stored in a memory circuit that is integrated with the data-communications platform, to each of the information sets which represents aspects of past incoming data-communication interactions processed by the data-communications platform and which has data aggregated and organized based on data collected in response to previous ones of the incoming interactions;
• and
• the data-communications platform responding to a respective one of the incoming interactions, while the data-communications platform is integrated with the memory circuit, by:
• accessing, via the database, at least one of the information sets associated with the respective one of the incoming interactions;
• utilizing from past interactions and at least one other data source;
• and
• facilitating, in response to the utilization of the data and to the access of the database, an automated self-service experience for respective users or originators of the incoming interactions through their processing, the automated self-service experience including at least one of:
• resolution of inquiries discerned through the incoming interactions;
• and call-decision routing of the incoming interactions to designated call-center agents or specialists having specific knowledge of subject matter discerned through the incoming interactions, wherein the data-communications platform accesses the database via an access pathway to a database manager circuit, wherein the access pathway to the database manager circuit is characterized by at least one of the following:
• the access pathway to the database manager circuit does not traverse more than one broadband gateway circuit;
• and the access pathway to the database manager circuit does not traverse more than one security-based firewall circuit.

An apparatus comprising:

• data-processor computing circuitry to:
• receive and process, for or as part of a data-communications platform including a set of data-communications computer servers, incoming data-communication interactions (“incoming interactions”) including different types of digitally-represented communications among which are incoming calls;
• provide access, in a database of information sets stored in a memory circuit that is integrated with the data-communications platform, to each of the information sets which represents aspects of past incoming data-communication interactions processed by the data-communications platform and which has data aggregated and organized based on data collected in response to previous ones of the incoming interactions;
• and
• respond, on behalf of or as part of the data-communications platform, to a respective one of the incoming interactions, while the data-communications platform is integrated with the memory circuit, by:
• accessing, via the database, at least one of the information sets associated with the respective one of the incoming interactions;
• utilizing certain of the past interactions and at least one other data source to automatically train the data-communications platform to handle forthcoming incoming interactions;
• and
• facilitating, in response to the utilization of the data and to the access of the database, an automated self-service experience for respective users or originators of the incoming interactions through their processing, the automated self-service experience including at least one of:
• resolution of inquiries discerned through the incoming interactions;
• and call-decision routing of the incoming interactions to designated call-center agents or specialists having specific knowledge of subject matter discerned through the incoming interactions, wherein the data-processor computing circuitry is integrated with the data-communications platform in terms of at least one of physical attributes and logical attributes to restrict access to the database by broadband communication computing devices that are not integrated with the data-communications platform in terms of at least one of physical attributes and logical attributes.

A method comprising:

• receiving and processing, in a data-communications platform including a set of data-communications computer servers, incoming data-communication interactions (“incoming interactions”) including different types of digitally-represented communications among which are incoming calls;
• providing access, in a database of information sets stored in a memory circuit that is integrated with the data-communications platform, to each of the information sets which represents aspects of past ones of the incoming interactions processed by the data-communications platform and which has data aggregated and organized based on data collected in response to the past ones of the incoming interactions;
• and
• the data-communications platform responding to a respective one of the incoming interactions, while the data-communications platform is integrated with the memory circuit, by:
• accessing, via the database, at least one of the information sets associated with the respective one of the incoming interactions;
• utilizing from past interactions and at least one other data source;
• and
• facilitating, in response to the utilization of the data and to the access of the database, an automated self-service experience for respective users or originators of the incoming interactions through their processing, the automated self-service experience including at least one of:
• resolution of inquiries discerned through the incoming interactions;
• and call-decision routing of the incoming interactions to designated call-center agents or specialists having specific knowledge of subject matter discerned through the incoming interactions, wherein the data-communications platform includes a plurality of data-communications servers respectively located in different physical locations, and the plurality of data-communications servers are configured to work together so that they collectively function as a single unified server having integrated read and write access to the database without having to pass through at least one of a gateway of a third party entity and a set of one or more disparately-managed security-screening filters.