Contact Center Agent Message Synchronization Across Devices
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Solution Overview
Problem
Current contact center systems face challenges in maintaining high fidelity agent greetings across different devices and ensuring timely access, as agents often use varying telephones and servers that may be unreliable, leading to delays and customer dissatisfaction.
Innovation Solution
A system that detects active communication devices and synchronizes recorded agent messages across them, using methods like login detection, voice recognition, and WiFi connections, ensuring messages are stored locally and updated in real-time, with peer-to-peer configurations for seamless playback.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Manufacturing precision
If agent messages are stored locally on a telephone, then high fidelity agent greetings are achieved, but the system lacks flexibility when agents use different telephones and requires re-recording
Solution Approach 1:
The system creates a local copy of the agent message on each telephone device. When an agent records a message on one device, the system replicates and stores this message on multiple other devices, ensuring the agent can access their greeting regardless of which device they use. This copying approach maintains high fidelity while enabling device flexibility.
2Adaptability or versatility
If agent messages are stored on a network server, then device flexibility is improved, but access delays and server dependency issues arise
Solution Approach 1:
The system performs preliminary action by pre-loading and caching agent messages locally on each telephone device before they are needed. When an agent logs in or a device is activated, the relevant messages are already stored locally, eliminating playback delays. This advance preparation ensures immediate access while maintaining device flexibility.
3Adaptability or versatility
If agent messages are stored on a network server, then device flexibility is improved, but reliability decreases when server is unavailable
Solution Approach 1:
The system implements local quality by storing agent messages locally on each individual telephone device rather than relying solely on centralized server storage. Each device maintains its own copy of the messages, ensuring that message availability is not dependent on server accessibility. This local storage approach guarantees reliability even when the network server is unavailable.
Data Source
AI summary
An agent of a contact center records an agent message. The recorded agent message is received at the contact center. The recorded agent message is stored. An agent actively using one of a first communication device or a second communication device is detected. In response to detecting that the agent is actively using the first or the second communication device, the recorded agent message is sent to the one of the first or the second communication devices that the agent is actively using. The system and method also has a peer-to-peer configuration for recording and sending agent messages.