Networked Contact Center Path Selection
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Solution Overview
Problem
Traditional on-premise call centers face challenges with high maintenance costs, inflexibility, and increased complexity due to geographical distribution of agents, leading to communication latency and decreased call quality.
Innovation Solution
The implementation of a networked contact center system that utilizes proxy servers and the Session Initiation Protocol (SIP) to select the shortest communication path, decoupling control and data channels, and registering agents across multiple geographical locations to route calls locally, thereby reducing latency and improving call quality.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of manufacture
If traditional on-premise call center systems are used, then call handling capability is provided, but maintenance costs are very costly and system flexibility is limited
Solution Approach 1:
The patent segments the call center system into modular virtualization layers (infrastructure virtualization, application virtualization, data virtualization) that can be independently managed and scaled. This modular architecture reduces maintenance costs while maintaining system flexibility by allowing selective updates and replacements of individual virtualized components without affecting the entire system.
Solution Approach 2:
The patent introduces virtualization technology as an intermediary layer between physical hardware and call center applications. This virtualization layer abstracts the underlying infrastructure, enabling flexible system configuration and reducing maintenance costs by allowing hardware changes without impacting application performance or requiring complete system replacements.
2Adaptability or versatility
If agents are located in different geographical areas, then service coverage is expanded, but support services become more complex and communication latency increases
Solution Approach 1:
The patent implements a universal virtualized infrastructure that can serve multiple geographical locations through a single standardized platform. This multi-functional system allows agents to be distributed across different regions while maintaining consistent support services through centralized virtualization management, reducing complexity despite geographical expansion.
Solution Approach 2:
The virtualization layer acts as an intermediary that manages geographical distribution of agents, providing centralized control and coordination. This intermediary abstraction handles the complexity of multi-location support services automatically, allowing geographical expansion without proportionally increasing operational complexity.
3Adaptability or versatility
If agents are located in different geographical areas, then service coverage is expanded, but communication latency increases and call quality decreases
Solution Approach 1:
The patent applies local quality by deploying virtualized call center components closer to local agents and customers in different geographical regions. This localized virtualization reduces communication latency by minimizing data travel distance while maintaining call quality through region-specific optimized network paths and local processing capabilities.
Solution Approach 2:
The patent transitions from a single centralized location model to a multi-dimensional distributed virtualized architecture. By adding the geographical distribution dimension to the system design, agents can be placed in multiple locations without compromising call quality, as the virtualized infrastructure dynamically routes communications through optimal paths in this expanded dimensional space.
Data Source
AI summary
Embodiments of systems for selecting a communication path related to a networked contact center comprise a communication module configurable to receive data indicating that a customer of a tenant is seeking to initiate a communication with the tenant, and a path selection module configurable to register a first location, the first location being a geographical location of an agent associated with the tenant, determine a second location, the second location being a geographical location of the customer of the tenant, and based on the first location and the second location, establish the communication between the agent and the customer using a communication path having low communication latency.