RECOMMENDED ROSTER BASED ON CUSTOMER RELATIONSHIP MANAGEMENT DATA

摘要

Embodiments of the invention provide systems and methods for facilitating collaboration in a contact center by providing a roster of recommended subject matter experts on a topic related to an ongoing customer contact session. For example, embodiments can use a modification of the skills matching algorithm of the CRM system used to initially select an agent to also evaluate the needs of the service incident, and match those needs with people who would be able to contribute to a conversation and help the agent. The system can then recommend these possible contributors in a ranked order based on how well each collaborator's skills match the requirements of the incident. When the agent requires assistance and creates a conversation, the system can recommend to the agent a list of users that can help, based on the strength of the match to the skill that would equate to the incident.