Systems and methods relating to a contact center media services

A system for providing customer relations services to customer on behalf of a contact center by utilizing agent devices, the agent devices being updated over a network with content items and the content items being processed by the agent devices so to provide the customer relation services, the system comprising:

• a processor;
• and
• a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to perform the steps of:
• maintaining a central authority system of the contact center, the central authority system comprising:
• control logic for orchestrating a manner in which the content items are shared between the agent devices so to provide the customer relation services;
• a media content library on which is stored the content items for downloading to the agent devices, wherein the content items each comprises digital media used in the delivery of the customer relation services to the customers;
• an agent device database on which is stored data describing a current status of the agent devices, the current status including for each of the agent devices:
• a current availability;
• a current performance characteristic;
• and a listing of the content items currently stored thereon;
• registering the agent devices with a central authority system of the contact center, wherein the registering includes providing a download to each of the agent devices of a local software application for operation thereon, the local software application performing the following steps to complete the registering of the agent device:
• performing a diagnostic check related to the agent device to determine general performance characteristics related to the agent device;
• configuring a secure communication channel with the central authority system so to enable the agent device to receive instructions from the central authority system and provide updates as to the current status to the central authority system;
• and
• downloading one or more of the content items for storage on the agent device;
• receiving, by the central authority system from the local software applications operating on the agent devices, periodic updates as to the current status of each of the agent devices and updating the agent device database in accordance with the received updates;
• receiving, at the central authority system, a request for a first content item of the content items from a first agent device of the agent devices;
• identifying, via the central authority system referencing the updated agent device database, candidate agent devices from the agent devices as ones of the agent devices capable of providing the first content item to the first agent device;
• selecting, by the central authority system via selection rules included in the control logic, a selected agent device from the candidate agent devices for sharing the first content item with the first agent device;
• and
• transmitting, by the central authority system, instructions to the selected agent device initiating the selected agent device to transfer the first content item with the first agent device via a transmission over the network.