Apparatus and methods for responding to multimedia communications based on content analysis

A routing method for an information distribution system comprising steps of:

• receiving an incoming communication having significant freedom of message content, said incoming communication being from a submitting party;
• converting original message content of said incoming communication to a computer-searchable format;
• executing content analysis of said original message content in said computer-searchable format, including searching said original message content of said incoming communication for a specific subiect;
• based upon said content analysis, determining criteria for conveying desired information responsive to said incoming communication;
• based upon said determined criteria, selecting a connectivity option among a plurality of connectivity options;
• and
• establishing a connection with said submitting party in accordance with said selected connectivity option.

A routing system for distributing communications to ACD agents comprising:

• memory means for storing resume data indicative of proficiencies of each of said ACD agents with respect to skills advantageous to processing calls;
• means for receiving incoming communications having substantial freedom of content;
• means, connected to said receiving means, for formatting original message content of said incoming communications in a computer-searchable format;
• content analysis means, connected to said formatting means, for searching said formatted original message content of said incoming communications for keywords indicative of skills advantageous to processing said incoming communications;
• and
• correlation means for selecting among said ACD agents to handle said incoming communications in response to correlations between skills of said ACD agents as indicated within said stored resume data and skills advantageous to processing said incoming communications.