Optimized predictive routing and methods

A system for optimizing the routing of incoming customer communications, comprising:

• a storage device storing a computer readable program;
• and
• a processor executing the computer readable program comprising:
• a database to retrieve a first profile comprising a demographic profile of a current customer or predict the first profile comprising a demographic profile of a current customer, and predict a second profile comprising a demographic profile of a future customer;
• a governor processor to rank currently available agents and expected available agents based on their proficiency at handling customers with the retrieved or predicted profiles, wherein the currently available agents exclude agents that exceed a predetermined work threshold;
• and
• a routing apparatus to match customer communications to agents based on the retrieved or predicted first profile of the current customer and the second profile of the future customer, and the rankings of the currently available agents and the expected available agents.

A method to optimize routing incoming customer communications, which comprises:

• receiving, by one or more processors, a customer communication;
• retrieving or predicting, by one or more processors, a first demographic profile of the customer associated with the customer communication;
• predicting, by one or more processors, a second demographic profile of a future customer;
• determining, by one or more processors, which agents are currently available and which agents are expected to be available;
• and
• providing, by one or more processors, a routing recommendation based on the first and second demographic profiles retrieved and/or predicted, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted personality types.

A non-transitory computer readable medium comprising a plurality of instructions comprising:

• instructions that, when executed, receive a customer task;
• instructions that, when executed, retrieve a first profile comprising a demographic profile of the customer associated with the customer task based on identifying origination data and predict a second profile comprising a demographic profile of a future customer based on historical customer communications;
• instructions that, when executed, determine which agents are currently available and which agents are expected to be available;
• and
• instructions that, when executed, provide a recommendation that directs the customer task to an agent based on the first and second profiles of the current customer and future customer, and the currently available agents' and expected available agents' proficiency at handling customers with the first and second profiles.