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

A system for routing callers to agents in a call-center routing environment, comprising:

• one or more computers configured with computer-readable program code to perform, when executing the program code, the steps:
• determining, by the one or more computers, agent data comprising agent performance data, demographic and psychographic data for an agent;
• determining, by the one or more computers, caller data comprising multiple elements of demographic and/or psychographic data for each one from a set of callers;
• and
• matching one or more of the agents to one or more of the callers, by the one or more computers, using a multi-element pattern matching algorithm, based at least in part on the agent data and the caller data and based at least in part on increasing the chance of revenue generation, to obtain one or more matching results;
• and
• changing, by the one or more computers, a connection priority of one of the callers relative to the other callers in the set of callers or connecting one of the callers to one of the agents based at least in part on the one or more matching results from the matching step, to increase the chance of revenue generation.

A program product for routing callers to agents in a call-center routing environment, comprising:

• a non-transitory computer-readable medium configured with program code to perform, when executed by one or more computers, the steps:
• determining, by the one or more computers, agent data comprising agent performance data, demographic and psychographic data for an agent;
• determining, by the one or more computers, caller data comprising multiple elements of demographic and/or psychographic data for each one from a set of callers;
• and
• matching one or more of the agents to one or more of the callers, by the one or more computers, using a multi-element pattern matching algorithm, based at least in part on the agent data and the caller data and based at least in part on increasing the chance of revenue generation, to obtain one or more matching results;
• and
• changing, by the one or more computers, a connection priority of one of the callers relative to the other callers in the set of callers or connecting one of the callers to one of the agents based at least in part on the one or more matching results from the matching step, to increase the chance of revenue generation.