Cloud Contact Center Routing Mobile Workstations
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Solution Overview
Problem
Current contact center systems lack the ability to effectively integrate and route voice and data teleservices through mobile devices while maintaining high levels of elasticity and integrality, due to the complexity of integrating cloud functionalities with smartphone platforms.
Innovation Solution
A contact center system and method that utilizes a Cloud Platform (PBX) and an Intelligent ACD, routing phone calls and web-based interactions via an Internet connection to an Agent Mobile Platform, enabling all functionalities of a fixed workstation on a smartphone, including recruitment, quality evaluation, and billing, with the ability to scale capacities dynamically.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If contact center systems use traditional fixed workstation architecture with LAN/WAN integration, then system stability and reliability are maintained, but mobility and flexibility are severely limited
Solution Approach 1:
The patent introduces a cloud-based ACD server as an intermediary between the telecommunication platform and the mobile devices. This cloud ACD acts as a mediator that handles call routing, queue management, and agent coordination, allowing mobile devices to function as contact center workstations without requiring complex direct integration between smartphones and the PBX system.
Solution Approach 2:
The patent replaces the traditional mechanical/physical workstation infrastructure (fixed computers, LAN cables, on-premises servers) with a cloud-based virtualized system. The contact center functionality is delivered through Internet connectivity to mobile devices, substituting the physical workstation architecture with a cloud-native platform that inherently provides mobility while simplifying integration.
2Productivity
If contact center systems increase technological capacities and functionalities, then service quality and productivity improve, but investment cost and installation complexity increase
Solution Approach 1:
The patent creates a universal contact center platform that can serve multiple functions and channels (voice, chat, email, social media) through a single cloud-based ACD system. This multi-functional platform can handle various teleservice types and integrate with different telecommunication providers, allowing contact centers to scale capabilities without proportionally increasing installation complexity.
Solution Approach 2:
The patent implements a dynamic, scalable cloud-based architecture where contact center capacities can be adjusted in real-time based on demand. The system allows flexible addition or removal of agents, channels, and functionalities through software configuration rather than physical installation, enabling productivity improvements without proportional increases in installation complexity.
3Adaptability or versatility
If contact center systems integrate multiple communication channels and devices, then service versatility improves, but system complexity and integration difficulty increase
Solution Approach 1:
The patent merges multiple communication channels (voice, chat, email, social media) and different device types (mobile phones, tablets, laptops) into a single unified cloud-based ACD platform. This consolidation allows the system to handle diverse communication types through one integrated interface, improving versatility while reducing the complexity of integrating each channel and device separately.
Data Source
AI summary
A contact center system and related methods for handling teleservices in voice and data through a plurality of mobile devices such as smartphones is provided. The contact center system is characterized by a very wide functional platform for contact center fully integrated in a single system, with maximum elasticity to increase or decrease capacities based on the characteristics of the cloud, and capable to deliver via an agent mobile platform all the functionality of a fixed-up workstation into a smartphone. The contact center system according to the embodiments is capable to route a call from a customer's device, using a local telecommunications network, to the contact center system, which transforms it into a digital call; the call is assigned to an agent using a mobile platform.