Routing of calls based on analysis of digital voice data in a data-communications server system

A data-communication system comprising:

• a data-communications server to interface with a plurality of remotely-situated client entities and to provide data communications services to or on behalf of the plurality of remotely-situated client entities through or over a broadband network, wherein the data communications services include receiving or acknowledging incoming data communications from or involving respective ones of the plurality of remotely-situated client entities, and wherein each of the plurality of remotely-situated client entities corresponds to a user or a group of users of certain of the data communications services;
• a relational database management circuit, including a processor and memory circuitry, to store or archive data associated with previous incoming data communications;
• a data analytics circuit to identify keywords or speech characteristic parameters associated with active incoming data communications which are to be routed, for rendering associations between the active incoming data communications and the previous incoming data communications;
• processing circuitry, including or integrated with at least one of the data analytics circuit or relational database management circuit, to respond to the data analytics circuit by predicting, or identifying prediction data for predicting whether particular agents can handle a different volume of calls than are being routed to the particular agents;
• and
• the processing circuitry and the data-communications server to reroute or route the active incoming data communications based on both the identified prediction data from the processing circuitry and answer rates for the particular agents, wherein certain of the data communications services employ circuitry located in a number of different data centers with different physical locations.

A data-communication system comprising:

• a data-communications server to interface with a plurality of remotely-situated client entities and to provide data communications services to or on behalf of the plurality of remotely-situated client entities through or over a broadband network, wherein the data communications services include receiving or acknowledging incoming data communications from or involving respective ones of the plurality of remotely-situated client entities, and wherein each of the plurality of remotely-situated client entities corresponds to a user or a group of users of certain of the data communications services;
• a relational database management circuit, including a processor and memory circuitry, to store or archive data associated with previous incoming data communications;
• a data analytics circuit to identify keywords or speech characteristic parameters associated with active incoming data communications which are to be routed, for rendering associations between the active incoming data communications and the previous incoming data communications;
• processing circuitry, including or integrated with one or more of the data analytics circuit or relational database management circuit, to respond to the data analytics circuit by predicting, or identifying prediction data for predicting whether particular agents can handle a different volume of calls than are being routed to the particular agents;
• and
• the processing circuitry and the data-communications server to reroute or route the active incoming data communications based on both the identified prediction data from the processing circuitry and answer rates for the particular agents, wherein the data communications services include a service through which a data analytic package is provided to certain of the plurality of remotely-situated client entities.

A method for use by a data-communication system having a data communications server to interface with a plurality of remotely-situated client entities and to provide data communications services to or on behalf of the plurality of remotely-situated client entities through or over a broadband network, wherein the data communications services include receiving or acknowledging incoming data communications from or involving respective ones of the plurality of remotely-situated client entities, and wherein each of the plurality of remotely-situated client entities corresponds to a user or a group of users of certain of the data communications services, the method comprising:

• providing the data communications server access to a relational database management circuit, including a processor and memory circuitry, for retrieving, storing or archiving data associated with previous incoming data communications, and access to a data analytics circuit for identifying keywords or speech characteristic parameters associated with active incoming data communications which are to be routed, for rendering associations between the active incoming data communications and the previous incoming data communications;
• using processing circuitry, including or integrated with at least one of the data analytics circuit or relational database management circuit, to respond to the data analytics circuit by predicting, or identifying prediction data for predicting whether particular agents can handle a different volume of calls than are being routed to the particular agents;
• and
• rerouting or routing the active incoming data communications based on both the identified prediction data from the processing circuitry and answer rates for the particular agents.