Systems and methods for providing automated progress updates in a contact center

A system for providing automated progress updates, the system comprising:

• a memory device, storing executable instructions;
• a processor in communication with the memory device, wherein the processor when executing the executable instructions:
• detects an activity by a resource of the contact center related to a customer interaction, wherein the customer interaction is occurring via a customer communications channel between the resource and a customer and wherein the activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel;
• in response to detecting the activity by the resource that is occurring via the second communications channel, automatically generates, based on the activity, a notification comprising a progress update related to the customer interaction, wherein automatically generating the notification comprises one of selecting a predefined progress update from a notification database or generating the progress update using one or more notification generation rules;
• and
• transmits, via the customer communications channel, the notification to a customer device associated with the customer interaction.

A method for providing automated progress updates, the method comprising:

• detecting, by a processor of a contact center, a first activity by a resource of the contact center related to a first voice interaction between the resource and a first customer;
• detecting, by the processor, a second activity by the resource related to a second voice interaction between the resource and a second customer, wherein:
• the first and second voice interactions are handled simultaneously by the resource and are occurring via a customer communications channel between the resource and the first and second customers;
• and
• the first and second activities each comprise an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel;
• in response to detecting the first activity by the resource that is occurring via the second communications channel, automatically generating, by the processor, based on the first activity, a first notification comprising a first progress update related to the first voice interaction;
• in response to detecting the second activity by the resource that is occurring via the second communications channel, automatically generating, by the processor, based on the first activity, a second notification comprising a second progress update related to the second voice interaction, wherein the first and second progress updates each comprise a respective audible progress update;
• transmitting, by the processor, via the customer communications channel, the first notification to a first customer device associated with the first voice interaction;
• and
• transmitting, by the processor, via the customer communications channel, the second notification to a second customer device associated with the second voice interaction
• wherein at least one of the first or the second voice interaction is on hold during and after transmission of a respective one of the first and second notifications.