Patent ID: 8830876

Claim:
A method for establishing a group as a single contact within a contact center, comprising: identifying, by a computer processor, a group having group contact information; identifying, by the computer processor, a plurality of members of the group; identifying, by the computer processor, aspects common to the members in the group, wherein the identifying aspects common to the members of the group includes monitoring, by the computer processor, user actions for identifying one or more particular types of actions; automatically launching the group by the computer processor, in response to identifying a threshold number of the users as taking the particular action, wherein the members of the group include the users identified as taking the particular action; establishing, by the computer processor, a group communication channel for communicating with the group as a single contact; reserving, by the computer processor, a contact center agent from a plurality of contact center agents for interacting with the group; delivering, by the computer processor, a single message from the contact agent to the group via the group communication channel; receiving, by the computer processor, a plurality of interactions from the plurality of members of the group via the group communication channel; and delivering the interactions to the contact center agent for handling.