Cloud Contact Service Integrating Social Profiles with Call Center Context
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Solution Overview
Problem
Traditional call center systems are expensive, difficult to maintain, and slow to adapt to changes in business processes, lacking the flexibility to integrate customer service records across multiple communication channels and platforms.
Innovation Solution
A cloud-based contact service that retrieves and stores user profiles and call center context data, allowing seamless integration of customer service records across multiple communication channels and platforms, enabling efficient data management and access while allowing users control over their data distribution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional call center systems are used to retain business records, then customer service requests can be recorded and managed, but the systems are expensive to implement and difficult to maintain
Solution Approach 1:
The patent introduces a cloud-based contacts service as an intermediary between call centers and customer service record management. This service acts as a mediator that handles data storage, retrieval, and sharing across multiple call centers, eliminating the need for each call center to maintain complex local CRM systems while ensuring reliable record management.
Solution Approach 2:
The patent extracts the core functionality of customer service record management from traditional on-premise CRM systems and relocates it to a cloud-based contacts service. This separation allows call centers to focus on their primary operations while the cloud service handles the complexity of data management, reducing implementation and maintenance burdens.
2Reliability
If traditional call center systems are used, then business records can be retained, but the systems are slow to adapt to changes in business processes
Solution Approach 1:
The cloud-based contacts service implements dynamic adaptability by allowing call centers to easily modify data schemas, access permissions, and service configurations through software updates without requiring system reconfiguration. This enables rapid adaptation to changing business processes while maintaining reliable record retention.
Solution Approach 2:
The contacts service provides universal functionality that serves multiple call centers and various communication channels (voice, email, chat, social media) through a single platform. This multi-functional approach allows the system to adapt to diverse business processes across different departments and channels while maintaining consistent record retention capabilities.
3Ease of operation
If cloud-based contact service is implemented, then data management is streamlined and access is improved, but system integration across multiple platforms is required
Solution Approach 1:
The cloud-based contacts service serves as a central intermediary that standardizes data exchange between multiple communication platforms and call center systems. By providing unified APIs and standardized data formats, it simplifies integration complexity while enabling easy data management and access across all connected systems.
Data Source
AI summary
In one implementation, a cloud service server supplements one or more call centers or data centers. The cloud service server receives a customer identification value from a call center, which may include a phone number or an address for the customer. The cloud service server generates a profile request for one or more social networking services for profile information based on the customer identification value and sends the profile information to the call center. The call center returns customer context data from the call center associated with the customer. The cloud service server stores the customer context data and the profile information in associated with the customer identification value.