System for dynamic contact center routing

A method comprising:

• identifying, at a processor, calling device capabilities of a calling device;
• comparing, by the processor, the calling device capabilities and agent device capabilities of a plurality of agent devices;
• determining, by the processor, a matching agent device from the agent devices based on the comparison of the calling device capabilities and agent device capabilities;
• and
• routing, by the processor, a call from the calling device to the matching agent device.

A non-transitory computer readable media comprising instructions executable by a processor, the computer readable media comprising:

• instructions to queue a communication request from a device, wherein the communication request is received via a first communication medium;
• instructions to determine device capabilities of the device according to the communication request;
• instructions to select a matching agent device from a plurality of active agent devices by comparison of the device capabilities with agent device capabilities of the active agent devices;
• and
• instructions to establish communication between the device and the matching agent device via the first communication medium or via a second communication medium determined from the communication request.