Independent Communication System for Contact Center Virtual Queuing

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Solution Overview

Problem

Existing call hold queuing systems in contact centers are inefficient as they require customization or integration with existing communication systems, leading to significant time and cost hurdles for implementing virtual queuing solutions, which frustrate callers and increase operational expenses for companies.

Innovation Solution

An independent communication system that allows waiting parties to opt for call-backs, maintaining their queue position without the need for local hardware or software installation, using cloud-based services and secure VoIP protocols to manage call-backs and sensitive data, and integrating with queuing systems through a local media appliance for secure communication.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If virtual queuing is implemented through customization or integration with existing communication systems, then virtual queuing functionality is achieved, but implementation time and cost increase significantly

Engineering Contradiction:

Improvevirtual queuing functionalityVSAvoidimplementation complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent introduces an independent communication system that acts as an intermediary between callers and the existing QCS. This mediator handles virtual queuing operations independently without requiring customization of the existing communication system, thereby achieving virtual queuing functionality while avoiding implementation complexity associated with system integration or customization

Inventive Principle:

Principle #24Intermediary (Mediator)

2Productivity

If callers are put on hold in traditional queuing systems, then queue management is maintained, but caller frustration increases and additional telephony costs are incurred

Engineering Contradiction:

Improvequeue management efficiencyVSAvoidcaller frustration

Core Design Contradiction:

ProductivityVSObject-affected harmful factors

Solution Approach 1:

The patent inverts the traditional hold mechanism by allowing callers to hang up immediately after selecting virtual queuing. Instead of keeping callers on the phone in a hold state, the system maintains their queue position digitally and notifies them when service is available, thereby eliminating caller frustration while maintaining queue management efficiency

Inventive Principle:

Principle #13The other way round (Inversion)

3Reliability

If multiple phone lines remain open for hold queuing, then caller service is maintained, but telephony costs increase

Engineering Contradiction:

Improvecaller service availabilityVSAvoidtelephony costs

Core Design Contradiction:

ReliabilityVSLoss of energy

Solution Approach 1:

The patent extracts the queue position maintenance function from the telephony system itself. By using an independent communication system to track and manage queue positions digitally, the need to keep multiple phone lines open is eliminated, thereby reducing telephony costs while maintaining service availability through automated call-back notifications

Inventive Principle:

Principle #2Taking out (Extraction)

Data Source

PatentUS11889025B1System and method for replacing hold-time with a call-back in a contact center environment

Publication Date: 2024.01.30 VERINT AMERICAS INC

AI summary

System and method for handling a transaction between a waiting party and queuing party include an independent communication system (ICS) managing calls between the waiting party and calling party for handling sensitive data as well as call-attached data. The ICS manages the transaction in different stages and with different levels of sensitivity. Either party is allowed to modify the call or call preferences during the transaction. The ICS works independently from the queuing party calling system.