Call Center Applications Server Routing and Client Notification
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Solution Overview
Problem
Existing call center systems fail to notify clients when inbound communications are received, leading to potential loss of sales and diminished customer satisfaction due to lack of awareness, and lack flexibility in handling communications, resulting in inappropriate prioritization and resource inefficiencies.
Innovation Solution
A system comprising a service platform with an applications server configured to determine the source of inbound communications, identify configuration parameters associated with the client, and route communications to either an agent or directly to the client based on these parameters, including sending notifications to the client about received communications and allowing flexible processing options.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If existing systems process all inbound communications through the same workflow, then system simplicity is maintained, but flexibility and appropriateness of handling are reduced
Solution Approach 1:
The system dynamically adjusts the communication handling workflow based on configuration parameters associated with each communication source. Different routing paths, notification methods, and processing priorities are applied depending on the identified source, transforming a static one-size-fits-all system into a dynamic adaptive system that selects appropriate handling procedures in real-time
Solution Approach 2:
The patent implements source-specific configuration parameters that define localized handling rules for different communication sources. Each source can have its own notification preferences, routing destinations, and processing requirements, allowing the system to apply different quality standards and processing approaches to different portions of the communication stream based on their specific needs
2Loss of information
If existing systems do not notify clients of received communications, then system simplicity is maintained, but customer satisfaction and business opportunities are reduced
Solution Approach 1:
The system implements a feedback mechanism where clients are notified of received communications through multiple channels (email, SMS, in-app notifications). This feedback loop keeps clients informed about their communication status, allowing them to take appropriate actions such as reviewing messages, prioritizing responses, or configuring their notification preferences, thereby reducing information loss while maintaining operational efficiency
Solution Approach 2:
The system performs preliminary actions by notifying clients of incoming communications before the communications are fully processed or before deadlines approach. This advance notification allows clients to prepare appropriate responses, prioritize urgent matters, and make informed decisions about resource allocation, preventing information loss and improving productivity through proactive engagement
3Productivity
If all communications are routed through agents, then comprehensive handling is ensured, but resource efficiency and response time are reduced
Solution Approach 1:
The patent segments the communication handling process into different paths based on source identification and configuration parameters. Communications are divided into categories such as those requiring agent review, those that can be handled automatically, and those that should be notified to clients for direct handling. This segmentation allows the system to route communications through appropriate channels, improving resource efficiency while maintaining reliability through selective human intervention
Solution Approach 2:
The system enables self-service handling for certain communication types by routing them directly to clients or automated processes based on configuration parameters. Communications marked for client-only handling or automated processing bypass the agent queue entirely, allowing clients to manage routine matters independently. This self-service approach improves resource efficiency by freeing agents for complex tasks while maintaining reliability through appropriate automation and client empowerment
Data Source
AI summary
A system is disclosed. The system comprises a service platform associated with a call center, the service platform comprising an applications server configured to communicatively couple to a softswitch and a database. The applications server is configured to receive an inbound communication, determine a source of the inbound communication, and identify one or more configuration parameters associated with a destination of the inbound communication, the destination of the inbound communication associated with a client of the call center. The applications server is configured to route the inbound communication to an agent associated with the call center to establish a communication session. The applications server is configured to send, to the client based on the one or more configuration parameters associated with the destination of the inbound communication, a notification that the inbound communication was received, the notification identifying the source of the inbound communication.