Cloud Callback Object Management for Contact Center Integration
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Solution Overview
Problem
Companies face challenges in providing an efficient and user-friendly means for customers to contact them, as current multichannel strategies often hide phone numbers deep within websites, leading to poor customer experiences and lost revenue due to complexity in online customer service interactions.
Innovation Solution
A system and method for active callback management using callback objects and contact information integration, which allows search engines to facilitate a 'one-click' means of contacting a business by instantiating a callback object, determining a callback time, and connecting the user with a representative when both are online.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If companies implement self-service strategies by hiding phone numbers deep within websites, then online information accessibility is improved, but customer service accessibility deteriorates
Solution Approach 1:
The system proactively presents callback options and contact information to customers before they need to initiate contact, rather than requiring them to search for it. The callback manager pre-configures contact pathways and makes them immediately accessible during the customer journey.
Solution Approach 2:
The patent introduces a callback manager as an intermediary system that bridges the gap between customers and customer service representatives. This mediator handles the complexity of contact management, scheduling, and routing, while presenting a simple interface to customers.
2Device complexity
If companies require customers to navigate through multiple website layers to find contact information, then website structure complexity is reduced, but customer effort increases
Solution Approach 1:
The system adds a new dimension to contact accessibility by implementing callback functionality that operates parallel to the traditional website navigation structure. Instead of requiring vertical navigation through multiple pages, the callback system provides horizontal access to contact services at any point in the customer journey.
Solution Approach 2:
The callback manager serves multiple functions simultaneously: it acts as a contact information portal, a scheduling system, a customer queue management tool, and a service routing mechanism. This multi-functionality consolidates what would otherwise require multiple separate website features into a single unified system.
3Ease of operation
If companies use traditional phone contact methods, then direct customer representative connection is achieved, but wait times increase
Solution Approach 1:
The system performs preliminary actions by pre-scheduling callback times, pre-routing customer requests to appropriate representatives, and pre-preparing service queues. This eliminates the need for customers to wait passively, as the system proactively manages the connection process in advance.
Solution Approach 2:
The callback system introduces dynamic scheduling and routing capabilities that adapt to real-time representative availability and customer priorities. Unlike static phone queues, the system can dynamically adjust callback times, re-route requests based on representative expertise, and optimize connection timing to minimize wait times.
Data Source
AI summary
A system for providing active callback management using callback objects and contact information integration, utilizing a cloud callback system comprising at least a profile manager, callback manager, interaction manager, media server, and environment analyzer, allowing users to call businesses, agents in contact centers, or other users who are connected to a cloud callback system, and, failing to connect to the individual they called, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available.