Cross-Contact Center Session Transfer With Unified User Interface

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Solution Overview

Problem

Conventional contact center services are designed without a mechanism to seamlessly transfer a user from a first contact center associated with one entity to a second contact center associated with another entity during an engagement, leading to inefficiencies and additional engagement requirements when the initial contact center is incapable of addressing the user's issue.

Innovation Solution

A system that integrates a second contact center into the first contact center's screen, chat box, or graphical user interface, allowing seamless communication without the need for the user to disconnect and establish a new session, utilizing software that can learn from past interactions to provide solutions and connect users to the appropriate contact center automatically.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If conventional contact center services are designed without a transfer mechanism, then each contact center operates independently with clear entity boundaries, but users cannot be transferred from a first contact center to a second contact center when the initial contact center cannot address the user's issue

Engineering Contradiction:

Improvecontact center transfer capabilityVSAvoidcontact center system architecture

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent introduces a session border controller as an intermediary component that mediates between multiple contact centers. This controller enables seamless transfer of user sessions between different contact centers without requiring complex direct integration between each contact center pair, thus achieving transfer capability while managing system complexity through centralized mediation

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The contact center system is designed with universal interfaces and protocols that allow any contact center to potentially handle any type of user inquiry. The system architecture enables multi-functionality where contact centers can dynamically assume different roles (handling, transferring, or collaborating on inquiries) based on the specific needs of each user engagement

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Ease of operation

If a user is transferred to a second contact center, then the user's issue can be addressed by the appropriate entity, but the user must disconnect from the first contact center and establish a new session with the second contact center

Engineering Contradiction:

Improveuser transfer processVSAvoidsession re-establishment time

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

The system performs preliminary actions by pre-establishing communication channels and authentication credentials between contact centers before actual user transfers are needed. Session templates and routing information are prepared in advance, allowing for rapid transfer execution without requiring users to wait for connection establishment or re-authentication

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent implements continuous session management where the user's engagement context is maintained across contact center transitions. The session border controller ensures uninterrupted communication flow, allowing the user to remain connected while being transferred between contact centers, thus eliminating breaks in the useful action of resolving the user's issue

Inventive Principle:

Principle #20Continuity of useful action

3Ease of operation

If the first contact center integrates the second contact center into its interface, then seamless communication is achieved, but the system complexity increases

Engineering Contradiction:

Improveunified communication interfaceVSAvoidsoftware integration complexity

Core Design Contradiction:

Ease of operationVSDevice complexity

Solution Approach 1:

The patent introduces a new dimensional layer in the contact center architecture by implementing a session border controller that operates at the network/session level rather than at the application interface level. This dimensional shift allows unified communication capabilities to be achieved through infrastructure integration rather than complex software integration, simplifying the overall system architecture

Inventive Principle:

Principle #17Another dimension (Dimensionality change)

Data Source

PatentUS12526365B1Connecting a user of a first contact center to a second contact center

Publication Date: 2026.01.13 ZOOM COMMUNICATIONS INC

AI summary

A user of a user device initiates a contact center engagement with a first contact center. One or more components of the first contact center processes a prompt obtained from the user device to determine the subject of the contact center engagement and whether the subject of the contact center engagement is related to the first contact center. Based upon a determination that the subject of the contact center engagement is unrelated to the first contact center, a connection is opened to a second contact center to enable the second contact center to address the contact center engagement and the user of the user device. A response may be received at the first contact center from the second contact center, for example, from an agent of the second contact center. The response may then be used to train an artificial intelligence agent of the first contact center.