Patent ID: 8745576

Claim:
A machine comprising: one or more processors and one or more memories, the memories being encoded with programming instructions collectively executable by the processors as: (a) a workflow engine operable for executing a workflow for a contact, where the workflow for the contact specifies processing of the contact; (b) a set of media routers coupled to the workflow engine, each media router operable for sending a contact associated with a particular media type to the workflow engine and operable for routing the contact to an agent if an agent is allocated to the contact; (c) a dynamic automatic contact distributor coupled to the workflow engine and operable for allocating an agent to the contact when requested by the workflow and for returning an identifier for the allocated agent to the workflow engine; (d) an agent desktop coupled to the workflow engine and operable for receiving a contact routed by a media router and presenting the contact to the allocated agent for processing; and (e) a database coupled to the workflow engine for recording the processing of the contact by the allocated agent.