Omnichannel Agent Session Nail-Up for Reduced Connection Delay
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Solution Overview
Problem
Existing contact center systems face challenges in rapidly establishing concurrent multiple media connections for omnichannel communication, which is essential for legislative compliance and providing a good customer experience, as customers often abandon calls if not greeted by an agent within a short timeframe.
Innovation Solution
The system employs parallel nail-up and anchoring of contact center agents' multiple media streams to ensure rapid establishment of concurrent sessions, using a network interface, data storage, and a processor to manage connections across various media types, including text, voice, video, and co-browsing, and re-establish connections if faults occur based on business rules.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If calls are made using predictive dialer to minimize idle agents, then agent utilization is improved, but connection delay occurs because agents cannot be connected instantaneously
Solution Approach 1:
The system performs preliminary actions by establishing nailed-up connections with agents before actual customer calls are connected. Agents are pre-connected to routing components and placed in a ready state, so when a call is answered, the connection is already prepared and can be established immediately without delay.
Solution Approach 2:
The connection process is segmented into distinct phases: nail-up connection establishment, agent selection, and call connection. The nail-up connection is established independently in advance, separating the time-consuming agent selection process from the customer waiting experience, allowing the customer to be connected immediately once an agent is ready.
2Adaptability or versatility
If multiple media connections are established for omnichannel communication, then communication versatility is improved, but system complexity increases
Solution Approach 1:
The system implements a universal connection management architecture that handles multiple media types (voice, video, chat, co-browsing) through a single nailed-up connection framework. The agent endpoint and routing component establish one primary connection that can dynamically accommodate various media channels, eliminating the need for separate management systems for each communication type.
Solution Approach 2:
Multiple media channels are nested within the single nailed-up connection structure. The primary connection serves as a container that can hold and coordinate various media streams (voice, video, data), organizing complex multi-channel communication within a unified management framework that reduces overall system complexity.
Data Source
AI summary
As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.