Call Steering Platform Reducing Carrier Connection Costs
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Solution Overview
Problem
Contemporary call center technologies have limited ability to customize call delivery, increase carrier connection costs, and lack alternative connectivity mechanisms such as packet-switched, circuit-switched, and multiprotocol label switching connectivity.
Innovation Solution
A call center platform that includes a media gateway for receiving circuit-switched and packet-switched calls, a self-service platform, and intelligent call routing, enabling direct connections via circuit-switched or VoIP, and utilizing central queue points to route calls efficiently to contact centers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If conventional call center technologies are used, then call processing is maintained, but call delivery customization is limited and carrier connection costs increase
Solution Approach 1:
The system dynamically selects between circuit-switched and packet-switched connectivity mechanisms based on real-time conditions, call characteristics, and cost considerations. The call routing is not fixed but adapts to changing network conditions, enabling optimized cost structures while maintaining service quality.
Solution Approach 2:
The invention changes the fundamental parameter of connectivity type from traditional circuit-switched only to support both circuit-switched and packet-switched modes. This parameter change enables flexible call delivery customization and access to alternative routing paths that reduce carrier connection costs.
2Adaptability or versatility
If traditional call routing is used, then calls are processed, but alternative connectivity mechanisms are not provided
Solution Approach 1:
The call center platform is designed with multi-functionality to handle both circuit-switched and packet-switched calls through a unified architecture. The system can operate in multiple connectivity modes without requiring separate dedicated systems, thereby providing alternative connectivity mechanisms while managing complexity through integration.
Solution Approach 2:
The introduction of an intelligent call router acts as an intermediary component that manages the complexity of multiple connectivity mechanisms. This mediator translates and routes calls appropriately between different network types, shielding the rest of the system from complexity while enabling versatile connectivity options.
3Productivity
If calls are routed through traditional carriers, then call delivery is maintained, but intra-state costs are increased
Solution Approach 1:
The system performs preliminary routing analysis before call completion, evaluating multiple paths including direct intra-state routes and alternative carriers. By pre-assessing routing options based on cost and efficiency metrics, the system selects optimal paths that reduce intra-state costs while maintaining productivity.
Solution Approach 2:
The call routing system incorporates feedback mechanisms that monitor call outcomes, costs, and network conditions. This feedback enables continuous optimization of routing decisions, learning from past performance to improve future routing efficiency and cost-effectiveness.
Data Source
AI summary
A system, method, and computer readable medium for processing call in a call center platform are provided. A call center platform provides for customized delivery of calls to contact centers. The call center platform provides the ability to transfer calls in a manner that reduces carrier connection costs and intra-state costs. The call center platform provides alternative connectivity mechanisms, such as packet-switched, circuit-switched, and multiprotocol label switching connectivity, for a call center enterprise customer. An interactive call center service provider front end includes a media gateway adapted to receive circuit-switched and packet-switched customer calls and a self service platform. Customer calls may be directly connected with the call center front end and contact center via circuit switched connections, via VoIP connections, and may be connected utilizing intelligent call routing and central queue point mechanisms.