Browser Overlay for Agnostic CRM Agent Hub
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Solution Overview
Problem
Enterprise Customer Relationship Management (CRM) systems are inefficient due to the need for tele-agents to learn and navigate multiple interfaces, leading to slowed workflows and increased error risks, as they lack infrastructure to fully utilize available information.
Innovation Solution
An automated computing machinery system that agnostically augments CRM applications by using a browser extension to provide a unified sales template across disparate CRM systems, allowing tele-agents to communicate effectively without needing to learn multiple interfaces, through an agent hub, leadership hub, and campaign management portal.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If tele-agents operate across multiple client CRM systems with different interfaces, then they can access diverse customer information, but their workflow speed decreases and error risk increases
Solution Approach 1:
The patent implements a universal overlay interface that functions across multiple different CRM systems. The overlay provides a consistent set of tools and displays that work uniformly regardless of the underlying CRM platform, allowing tele-agents to access diverse customer information through a single standardized interface rather than learning multiple system-specific interfaces.
Solution Approach 2:
The overlay acts as an intermediary layer between the tele-agent and the underlying CRM systems. It mediates the interaction by presenting a unified interface that translates between different CRM systems' data structures and the agent's needs, eliminating the need for agents to directly interact with multiple different CRM interfaces.
2Loss of information
If tele-agents learn and navigate multiple CRM interfaces, then they can access comprehensive customer data, but training time and operational complexity increase
Solution Approach 1:
The overlay provides a universal interface that consolidates multiple CRM functions into a single standardized display. Instead of requiring agents to navigate different interfaces for different CRM systems, the overlay presents comprehensive customer data through a consistent set of tools and displays that work across all underlying CRM platforms.
Solution Approach 2:
The patent merges multiple CRM interfaces into a single overlay interface. It combines the functionality of various CRM systems' interfaces into one unified display that presents comprehensive customer information without requiring agents to switch between or learn multiple different interface paradigms.
3Loss of information
If multiple CRM interfaces are used, then diverse customer information is available, but the risk of operational errors increases
Solution Approach 1:
The overlay serves as an intermediary that standardizes the interaction between tele-agents and diverse CRM systems. It mediates data access and presentation in a consistent manner, reducing the variability that leads to errors while maintaining access to comprehensive customer information from multiple CRM sources.
Solution Approach 2:
The overlay enforces homogeneity in the interface presentation and interaction patterns across different CRM systems. By standardizing how customer information is displayed and how agents interact with the system, it eliminates the inconsistencies between different CRM interfaces that contribute to operational errors.
Data Source
AI summary
Automated computing machinery that agnostically augments a customer relationship management (“CRM”) application, including an agent hub comprising a module of the automated computing machinery configured with computer memory that associates an identity of a tele-agent, the tele-agent's qualifications, and an indication whether the tele-agent is logged on to the agent hub; and the agent hub operatively coupled for data communications to a browser, the browser bearing a browser extension through which a sales template for a sales campaign to which the tele-agent is assigned to work is operatively exposed as an overlay upon a graphical user interface of the browser, the overlay overlaid upon a web page of the CRM application.