Contact Center Consent Management Interface for Multi-Number Workflows
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Solution Overview
Problem
Contact center agents face challenges in obtaining and managing consent for contacting individuals across multiple telephone numbers, as existing systems do not efficiently present or update consent information for alternative numbers, leading to distractions and tedious processes.
Innovation Solution
A consent management system that allows agents to interactively manage consent-related information during calls, presenting additional telephone numbers and their consent status, enabling easy updates and modifications through a graphical user interface, facilitating efficient consent management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If additional telephone numbers and consent information are presented to the agent during each call, then the agent can manage consent for multiple numbers, but the agent becomes distracted and the process becomes tedious
Solution Approach 1:
The system performs preliminary action by presenting additional telephone numbers and their consent status to the agent before the agent needs to manage consent. The consent management module proactively displays this information on the agent's computer, allowing the agent to review and manage consent for multiple numbers in advance rather than being distracted during the call.
Solution Approach 2:
The consent management module acts as an intermediary between the call handling system and the agent. It receives consent information from the call handling system and presents it to the agent through the agent's computer interface, filtering and organizing the information to minimize distraction while maintaining comprehensive consent management capability.
2Reliability
If the system presents all additional telephone numbers to the agent, then complete consent management is possible, but the information overload distracts the agent
Solution Approach 1:
The system segments the consent management process by presenting additional telephone numbers and their consent status as separate, organized information blocks to the agent. The consent management module divides the information into manageable units (individual phone numbers with their specific consent status) rather than overwhelming the agent with a complete list, allowing selective review of relevant numbers.
Data Source
AI summary
Systems, methods, and computer readable medium are disclosed for facilitating management of consent related information for an agent in a contact center. Upon receiving a request from a party to modify consent for receiving future communications, the agent may select an icon on their computer to manage consent. In one embodiment, one or more telephone numbers and their associated consent status is displayed to the agent. The agent may modify the consent status for a telephone number associated with the party. In another embodiment, the agent may select an icon that modifies the consent related information to reflect that consent has been revoked for all numbers and channel types thereof associated with the party.