Automated Contact Center Builder Platform
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
The conventional process of setting up a contact center is time-consuming and expensive, requiring manual setup of contact center telephone numbers, agent routing schemes, and automated response applications, involving multiple interactions with service providers and lengthy carrier network configurations.
Innovation Solution
A multi-tenant Software-as-a-Service (SaaS) environment with an automated contact center builder platform that allows companies to select telephone numbers, configure agent pools, and generate interaction pages for multi-channel communication, leveraging existing relationships with carriers and service providers to streamline the setup process and reduce manual intervention.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Manufacturing precision
If manual setup of contact center telephone numbers, agent routing schemes, and automated response applications is used, then configuration accuracy is improved, but setup time and cost increase
Solution Approach 1:
The system pre-configures interaction pages, agent routing schemes, and telephone number assignments before the contact center goes live. Configuration data is collected and processed in advance, allowing the contact center to be deployed rapidly without manual setup during critical periods.
Solution Approach 2:
The contact center builder platform automatically performs configuration tasks including telephone number selection from carrier options, agent pool setup, and interaction page generation based on input data, eliminating the need for manual intervention while maintaining accuracy through automated validation.
2Reliability
If manual configuration of contact center parameters is performed, then system reliability is improved, but complexity of operation increases
Solution Approach 1:
The contact center builder platform serves as an intermediary between the content provider and the communications system. It translates high-level configuration requirements into detailed technical settings for telephone numbers, agent routing, and interaction flows, shielding users from complexity while ensuring reliable configuration.
Solution Approach 2:
The platform provides a unified interface that handles multiple configuration tasks including telephone number selection, agent pool management, interaction page generation, and carrier coordination through a single system, reducing operational complexity by consolidating functions.
3Productivity
If automated selection of telephone numbers and agent configuration is implemented, then productivity is improved, but manufacturing precision may worsen
Solution Approach 1:
The system incorporates validation and review mechanisms where automated configuration results are checked against requirements, and configuration data can be reviewed and adjusted before final deployment. This feedback loop ensures automated processes maintain high accuracy while delivering rapid setup.
Solution Approach 2:
Configuration requirements and constraints are established in advance through data collection from content providers, allowing automated systems to make accurate decisions during rapid deployment without sacrificing precision.
Data Source
AI summary
Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact center configuration parameters are received from the content provider. A contact center telephone number is assigned to the contact center based on the data. One or more agents are assigned to the agent pool of the contact center based on the data. The data includes a task to be handled by the communications system without using an agent of the agent pool is determined. In response to determining that the data includes the task to be handled by the communications system without using an agent of the agent pool, multiple interaction pages for the interaction site are generated.