Contact center customization in data communications systems

A system comprising:

• logic circuitry, including a data communications server and computer circuitry, to:
• provide data communications services including processing of data communications on behalf of a plurality of remotely-situated client entities,
• provide, to at least one of the plurality of remotely-situated client entities, a user interface to enable customizing of related data communications involving at least one contact center to be operated on behalf of said at least one of the plurality of remotely-situated client entities, and
• monitor and process, on behalf of said at least one of the plurality of remotely-situated client entities, the data communications for the related data communications;
• and
• a predictive data-processing computing circuit to respond to the monitored and processed data communications by analyzing statistics characterizing capacity of contact-center agents to handle more communications concerning the customized related data communications.

A method comprising:

• providing data communications services, including processing of different types of data communications including voice-based communications, to a plurality of remotely-situated client entities including a particular client entity;
• providing to the particular client entity a user interface to enable customizing of related data communications involving at least one contact center to be operated on behalf of said particular client entity;
• and
• on behalf of said particular client entity, monitoring and processing the data communications for the related data communications, and, in response, analyzing statistics characterizing capacity of contact-center agents to handle more communications concerning the customized related data communications.