Communication system and method

A communication system comprising:

• a first database configured to provide a first plurality of communication interaction records, wherein each communication interaction record in the first plurality of communication interaction records comprises first values for a first set of fields;
• a second database configured to provide a first plurality of communication outcome records, wherein each communication outcome record in the first plurality of communication outcome records comprises second values for a second set of fields;
• at least one data processing module configured to:
• determine a first plurality of joining strategies based on at least some of the first set of fields and the second set of fields;
• obtain a plurality of sets of joined interaction-outcome records, wherein each set of joined interaction-outcome records is obtained based on a corresponding joining strategy, and each record of each set of joined interaction-outcome records comprises one record of the first plurality of communication interaction records and one record of the first plurality of communication outcome records;
• determine respective measurements of the first plurality of joining strategies based on an overlap between one set of joined interaction-outcome records and another set of joined interaction-outcome records;
• and
• determine a reference set of joined interaction-outcome records based on the respective measurements of the plurality of joining strategies;
• at least one pairing module configured to determine at least one contact-agent pairing strategy for at least one contact center system based on the reference set of joined interaction-outcome records;
• and
• at least one communication switch network configured to connect a contact with an agent based on the at least one contact-agent pairing strategy.