Connection Routing System for Contact Centers
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Solution Overview
Problem
Managing large volumes of customer connections in contact centers is challenging due to the difficulty in routing communications such as calls, emails, and chats in real-time, leading to delays and inconsistent customer experiences, as standard systems do not allow agents to take ownership of issues across multiple interactions.
Innovation Solution
A connection routing system that determines whether a connection is repeat or first-time, routes it to either the originating agent if available or a best available agent, and uses predictive analytics to optimize workforce forecasting, allowing customers to choose their preferred agent and reducing unnecessary connections through intelligent routing and virtual queues.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional call routing systems are used to handle large volumes of connections, then the system can process multiple connections, but the routing efficiency deteriorates leading to delays and inconsistent customer experiences
Solution Approach 1:
The system performs preliminary actions by identifying repeat customers and determining their originating agents before the actual connection is established. The connection interface server proactively queries the database for customer connection history and agent availability, preparing the routing decision in advance to enable immediate connection without delay.
Solution Approach 2:
The connection interface server acts as an intermediary between the communication network and the contact center agents. It mediates the routing process by receiving connection requests, querying customer data, determining routing decisions, and forwarding connections to appropriate agents, thereby improving overall routing efficiency and reducing delays.
2Reliability
If repeat customers are routed to originating agents, then customer satisfaction improves through consistent service, but agent availability becomes a constraint when agents are unavailable
Solution Approach 1:
The routing system dynamically adapts based on agent availability. When the originating agent is available, the system routes repeat customers to them for consistent service. When the agent is unavailable, the system dynamically switches to alternative routing options such as other available agents or different routing strategies, maintaining both consistency and flexibility.
Solution Approach 2:
The system performs preliminary checks on agent availability before finalizing the routing decision. By querying agent status in advance and having predefined alternative routing options ready, the system ensures that routing flexibility is maintained while still prioritizing consistent customer service through originating agents when possible.
3Device complexity
If manual routing methods are used for contact centers, then simple implementation is achieved, but the system cannot handle large volumes of connections effectively
Solution Approach 1:
The connection interface server performs automated self-service routing operations. It automatically queries customer connection history, determines whether customers are repeat or new, identifies appropriate agents, and executes routing decisions without manual intervention. This automated self-service capability enables the system to handle large volumes of connections efficiently while maintaining relative system simplicity.
Solution Approach 2:
The connection interface server is designed as a multi-functional system that handles various routing scenarios (repeat customers, new customers, agent availability checks, alternative routing) through a single unified platform. This universal design allows the system to scale and handle large connection volumes without requiring multiple separate manual routing systems.
Data Source
AI summary
According to an example, connections may be routed in a contact center by determining if a current connection from a customer terminal to the contact center is a repeat connection or a first connection. In response to determining that the connection is a repeat connection, the repeat connection is routed to an originating agent terminal when an originating agent is verified as employed, logged-in, and available. In response to determining that the connection is a first connection, the first connection is routed to a best available agent terminal.