FIG. 8 shows a system architecture for a customer management system 800 of a contact center, also herein called a call center, according to an illustrative embodiment. In the present disclosure, the call center is sometimes called an inbound call center or inbound contact center, referring to its primary function of receiving inbound customer calls. The components and functions of customer management system 800 are generally similar to those of customer management system of FIG. 4, and reference should be had to discussion of the system 400 above for a description of corresponding components and functions. Customer management system 800 includes an inbound queue management system 802, also called an inbound call management system. The inbound queue management system 802 may be hosted on one or more computers (or servers), and the at least one computer may include or be communicatively coupled to one or more databases. Inbound queue management system 802 manages assignment of inbound telephone calls for response by agents in a queue position of a call queue for connection to a group of call center agents selected from a plurality of groups of call center agents. The group of call center agents is selected based on enterprise customer data for the caller (identified customer), while the queue position is selected based on predicted value of the inbound telephone call.
