Cloud-Mediated Voice Routing Across Independent Contact Centers
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Solution Overview
Problem
Contact centers face challenges in routing customer calls to the right agent, especially when agents are in different centers or during high volume periods, leading to unconnected calls or prolonged wait times.
Innovation Solution
A multiple interaction routing system that uses interaction identifiers and cloud services to seamlessly route calls across independent routing platforms, ensuring secure data exchange and efficient agent allocation, even without direct connections between platforms.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If calls are routed within a single contact center, then routing is simple and direct, but calls cannot reach agents in other contact centers leading to unconnected calls
Solution Approach 1:
The patent introduces a cloud-based routing platform that acts as an intermediary between multiple independent contact centers. This cloud platform receives routing requests, determines the appropriate destination contact center, and establishes connections through public carriers. This mediator approach enables calls to reach agents across different contact centers without requiring direct connections between centers, thus improving call connectivity while maintaining routing simplicity.
2Productivity
If direct connections are established between multiple routing platforms, then data exchange is efficient, but system complexity and connection requirements increase
Solution Approach 1:
The cloud-based routing platform serves as a central intermediary that all contact centers connect to individually. Data exchange between any two contact centers is routed through this cloud platform, eliminating the need for direct point-to-point connections. This approach maintains efficient data exchange through a centralized hub while significantly reducing the connection infrastructure complexity compared to a mesh network.
Solution Approach 2:
The cloud-based routing platform provides universal connectivity services to multiple independent contact centers through a single system. Rather than requiring each pair of contact centers to establish dedicated connections, the universal cloud platform handles all routing and data exchange functions for all connected centers, improving productivity while minimizing infrastructure requirements.
3Adaptability or versatility
If multiple independent routing platforms are used, then system flexibility and independence are maintained, but seamless routing across platforms becomes difficult
Solution Approach 1:
The cloud-based routing platform provides a universal interface and standardized protocols that work with multiple independent contact center systems. Each contact center maintains its independence and can be operated separately, but the universal cloud platform enables seamless cross-platform routing by translating and coordinating between different systems. This allows platform independence to be maintained while achieving ease of operation for cross-platform calls.
Data Source
AI summary
Systems and techniques may generally be used to exchange data across multiple routing platforms. An example technique may include receiving, at a routing platform, an ongoing voice call, generating an interaction identifier associated with a user and the ongoing call, collecting ongoing voice call information, retrieving, using the ongoing voice call information, a user data record from a records data storage, identifying a target routing platform, and sending a voice stream corresponding to the ongoing voice call to the target routing platform. The target routing platform may include a routing target.