Centralized Call Center Routing for Packet Network Transaction Data
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Solution Overview
Problem
Retailers with multiple locations face significant costs and customer dissatisfaction due to the need for multiple phone lines and queuing issues during busy hours in traditional telecommunications systems, particularly in packet networks like VoIP.
Innovation Solution
A method and apparatus that routes calls to a central call center, where transaction data is obtained and provided to local businesses, utilizing a call control element and database to manage call routing and data transfer within a packet network.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If multiple phone lines are purchased and maintained for each store location, then local customer service capability is improved, but operational costs and device complexity increase significantly
Solution Approach 1:
The patent consolidates multiple distributed phone lines and call handling capabilities into a single centralized call center. Instead of each store maintaining separate phone lines and equipment, all calls are routed through a central location that provides unified call management and customer service functionality, thereby reducing overall system complexity while maintaining service capability.
Solution Approach 2:
The patent introduces a centralized call center as an intermediary between customers and local stores. The call center acts as a mediator that receives, processes, and routes customer calls, eliminating the need for each store to have direct phone line infrastructure while still providing local service coverage through the centralized coordination.
2Ease of operation
If multiple phone lines are maintained for each store location, then local service coverage is improved, but operational costs increase considerably
Solution Approach 1:
The patent merges the operational functions of multiple distributed phone lines into a single centralized call center operation. This consolidation eliminates redundant equipment maintenance, reduces telecommunications infrastructure costs, and optimizes resource utilization while maintaining comprehensive local service coverage through the centralized system.
Solution Approach 2:
The centralized call center is designed to perform multiple functions that would otherwise require separate systems at each store location. It provides universal call handling, customer service, and data management capabilities that serve all store locations, thereby reducing overall operational costs while maintaining service coverage.
3Ease of operation
If traditional phone lines are used for each store, then local presence is maintained, but customer wait times increase during busy hours
Solution Approach 1:
The centralized call center serves as an intermediary that efficiently manages call flow during peak periods. It implements call routing, queuing, and agent allocation strategies that reduce wait times compared to distributed systems, while still providing local presence information and service capabilities through its coordination with various store locations.
Solution Approach 2:
The patent implements dynamic call routing and resource allocation in the centralized call center. During busy hours, the system dynamically adjusts agent assignment, call prioritization, and routing strategies to optimize service delivery and minimize customer wait times, whereas static distributed systems cannot adapt to varying demand patterns as effectively.
Data Source
AI summary
A method and apparatus for providing transaction data in a packet network is described. In one embodiment, at least one routed call is received. Transaction data is subsequently obtained from the at least one routed call. In turn, the transaction data is provided to an entity (e.g., a business or store) associated locally to the at least one routed call.