Apparatuses and methods involving an integrated contact center

An apparatus for use in a data-communications system having a set of one or more data-communications servers (“server set”) to be operated by a data-communications service provider on behalf of a plurality of client entities, the apparatus comprising:

• at least one server, specifically configured for one of the plurality of client entities (“the client entity”) and specifically associated with one or more user-operable network-enabled communication devices, to receive, via the server set, a plurality of data-communications services including
• a contact center service through which a contact center is operated on behalf of the client entity by the server set by routing inbound data communications to representatives of the client entity according to a set of rules associated with the client entity, and
• a supplemental-information service through which supplemental information is provided to the client entity by the server set, via a document room that contains the supplemental information and that is selected from among a plurality of document rooms based at least in part on discerned context data derived from information, including unstructured data, associated with at least one of the inbound data communications, wherein the document room is associated with contexts that evolve over time, and are assigned to the document room, based on ongoing data communications involving the client entity.

A method for use in a data-communications system including a set of one or more data-communications servers (“server set”) to be operated on behalf of a plurality of disparate client entities, each of the plurality of disparate client entities being associated with one or more network-enabled communication devices, the method comprising:

• communicating, via user-data-communication sessions facilitating and routed by the server set and an Internet-enabled communication device associated with a particular client entity (“the client entity”) from among the plurality of disparate client entities receiving data-communications services via the server set including a contact center service and a supplemental-information service;
• participating in the contact center service by facilitating operation of a contact center on behalf of the client entity, in response to inbound data communications being routed by the server set to representatives of the client entity according to a set of rules associated with the client entity;
• and
• participating in communications of the supplemental-information service by accessing supplemental information from a document room that is selected from among a plurality of document rooms based at least in part on discerned context data derived from information, including unstructured data, associated with at least one of the inbound data communications, wherein the document room is associated with contexts that evolve over time, and are assigned to the document room, based on ongoing data communications involving the client entity.