SYSTEM AND METHOD FOR IMPROVING CONTACT CENTER OPERATIONS BY OPTIMIZING USER CONNECTIONS

A system that greatly improves contact center operations by converting inbound calls from communicating devices to outbound calls to the communicating devices. The system can include a call response agent that receives the inbound call from the communicating device, a speech-enabled automated agent that that interacts with the communicating device to receive an audio signal, a classifier that analyzes the audio signal and determines a caller request based on the audio signal, and a request package generator that creates an unallocated request package based on the caller request. The request package generator can create an unallocated request package menu, including the unallocated request package, and send the unallocated request package menu to a plurality of agent workstations.