Routing system and method with integrated data systems for call centers

A method implemented and performed by a computing system, the method comprising:

• in response to receiving a customer interaction associated with an issue and a customer ID, querying a unified data source to identify which categories of data are available;
• wherein the unified data source integrates a plurality of data categories from different data sources;
• determining a combination of available data categories from the plurality of data categories that is available based on results of the querying;
• based on the combination of available data categories, selecting and executing a routing algorithm from a plurality of routing algorithms;
• wherein the routing algorithm selected is based on the routing algorithm being configured to generate a recommended agent from a plurality of agents for the customer interaction based on the combination of available data categories;
• wherein each different routing algorithm from the plurality of routing algorithms is configured based on a different combination of the plurality of data categories;
• generating, by the executed routing algorithm, an agent recommendation from the plurality of agents for the customer interaction;
• and
• establishing a communication channel between a device associated with the recommended agent and the customer interaction to route the customer interaction to the recommended agent.

A non-transitory computer-readable medium that includes stored thereon computer-executable instructions that when executed by at least a processor of a computer cause the computer to:

• in response to receiving, by the processor, a customer interaction associated with an issue and a customer ID, submitting a query to a unified data source to identify which categories of data are available;
• wherein the unified data source integrates a plurality of data categories from different data sources;
• determine, by the processor, a combination of available data categories from the plurality of data categories that is available based on results of the querying;
• based on the combination of available data categories, select and execute, by the processor, a routing algorithm from a plurality of routing algorithms;
• wherein the routing algorithm selected is based on the routing algorithm being configured to generate a recommended agent from a plurality of agents for the customer interaction based on the combination of available data categories;
• wherein each different routing algorithm from the plurality of routing algorithms is configured based on a different combination of the plurality of data categories;
• generate, by the executed routing algorithm, an agent recommendation from the plurality of agents for the customer interaction;
• and
• establish, by the processor, a communication channel between a device associated with the recommended agent and the customer interaction to route the customer interaction to the recommended agent.