Unified Call Center Interface Reducing Handle Time
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Conventional call center systems require multiple graphical user interfaces and navigation across different screens and applications to manage user interactions and transactions, leading to increased handle time and inefficiencies.
Innovation Solution
A telecommunication method and system that displays all necessary user interface elements on a single graphical user interface, allowing for seamless integration with existing systems, reducing navigation time by establishing communication sessions based on user device capabilities and optimizing data transfer rates, and implementing authentication methods to secure access.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If multiple graphical user interfaces and navigation across different screens and applications are used to manage user interactions, then comprehensive control and access to information are achieved, but handle time increases and operational efficiency decreases
Solution Approach 1:
The patent merges multiple graphical user interfaces into a single unified interface that consolidates navigation, user information display, transaction management, and context supporting documents into one integrated view. This eliminates the need to switch between multiple screens and applications, directly reducing handle time while maintaining comprehensive control over user interactions.
Solution Approach 2:
The single graphical user interface is designed to perform multiple functions simultaneously: displaying user information, showing transaction status, providing context supporting documents, enabling navigation, and managing communication sessions. This multi-functional approach replaces the need for separate specialized interfaces, reducing operational complexity while preserving ease of operation.
2Loss of information
If user related information and transactions are accessed by navigating to different screens and applications, then comprehensive information access is achieved, but navigation time increases
Solution Approach 1:
The patent combines access to user information, transactions, and context supporting documents within a single graphical interface display. This integration allows operators to view and access all necessary information without navigating to different screens or applications, eliminating navigation time while ensuring complete information access.
Solution Approach 2:
The system pre-loads and displays relevant user information, transaction details, and context supporting documents in the single interface before they are needed for the interaction. This preliminary preparation ensures that all information is immediately accessible when required, eliminating the need for subsequent navigation and reducing overall handle time.
Data Source
Figure 1
Figure 2
Figure 3
AI summary
The present disclosure relates to a telecommunication method for controlling communication in a telecommunication system, the telecommunication system comprising a call center, the call center comprising a server communicating with at least one telecommunication device, the server comprising a processor and a memory, the memory storing a first application comprising instructions that, when executed by the processor, causes the processor to display on a display device of the telecommunication device at least a first graphical user interface. The method comprises receiving a first communication session initiation signal via a first network from a user device, wherein the user device is operable to connect to the server via at least the first network; determining signaling data indicative of the user device using a communication protocol of the first network and the first communication initiation signal, the signaling data further indicating the first communication session and other communication means supported by the user device; displaying on the first graphical user interface a first set of user inter-face elements indicative of the signaling data, the first set of user interface elements further indicating communication means comprising an indication of the first communication session and the other communication means; receiving a selection via the first graphical user interface of one of the communication means.