Systems and methods for routing callers to an agent in a contact center

A system for routing callers to agents in a call-center environment, the system comprising one or more computers configured with logic to:

• determine, by the one or more computers, agent data comprising service skill data, demographic and psychographic data for an agent;
• determine, by the one or more computers, caller data comprising a service skill requirement, demographic and psychographic data for each one from a set of callers;
• and
• match, by one or more computers, by comparing via a pattern matching algorithm at least one caller from the set of callers to the agent based on the agent data and the caller data and based at least in part on increasing the chance of revenue generation;
• and
• changing, by one or more computers, a connection priority of the one caller relative to the other callers in the set of callers to increase the chance of revenue generation.

Computer readable storage medium comprising computer readable instructions for carrying out, when executed by one or more computers, a method comprising the acts of:

• determining, by the one or more computers, agent data comprising service skill data, demographic and psychographic data for an agent;
• determining, by one or more computers, caller data comprising a service skill requirement, demographic and psychographic data for each one from a set of callers;
• and
• matching at least one caller from the set of callers to the agent based on the agent data and the caller data;
• matching, by one or more computers, by comparing via a pattern matching algorithm at least one caller from the set of callers to the agent based on the agent data and the caller data and based at least in part on increasing the chance of revenue generation;
• and
• changing, by one or more computers, a connection priority of the one caller relative to the other callers in the set of callers to increase the chance of revenue generation.