Containerized Microservices Front End for Contact Center Integration
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Software developers face difficulties in integrating newly developed applications with existing software suites in contact centers due to the complexity and variety of applications, leading to challenges in providing timely and accurate customer service.
Innovation Solution
A container application for a microservices front end desktop platform is implemented, using a processor to display user interfaces, receive software applications, and facilitate access and communication between them through a JavaScript API and SDK, supporting frameworks like Vue.js, ReactJS, and AngularJS, and routing customer call information to relevant applications.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If multiple software applications are integrated into the contact center environment, then the functionality and service capability are improved, but the integration complexity and difficulty increase
Solution Approach 1:
The system segments software applications into containerized microservices that can be independently deployed, managed, and scaled. Each application is encapsulated in its own container with defined interfaces, reducing the complexity of integrating multiple applications while maintaining enhanced service capability.
Solution Approach 2:
The patent introduces an intermediary layer (container orchestration platform and standardized APIs) that mediates between multiple software applications and the contact center infrastructure. This intermediary handles communication, authentication, and coordination, simplifying the integration process while enabling diverse applications to work together effectively.
2Ease of operation
If a container application platform is implemented to facilitate multiple software applications, then the ease of operation and collaboration are improved, but the system complexity increases
Solution Approach 1:
The container application platform provides universal, framework-agnostic support for multiple software applications through standardized container interfaces and orchestration mechanisms. This multi-functional platform enables diverse applications (regardless of their underlying framework) to be deployed and collaborated through a common interface, improving ease of operation while managing system complexity through standardization.
Solution Approach 2:
The system implements self-service capabilities where applications automatically register, authenticate, and configure themselves within the container platform. The orchestration system automatically manages resource allocation, scaling, and inter-application communication, reducing the operational burden on users while enabling seamless collaboration.
3Reliability
If access authentication is provided for each software application, then the security and reliability are improved, but the processing time and complexity increase
Solution Approach 1:
The system performs preliminary authentication actions by establishing trust relationships and security contexts in advance. Applications are pre-authenticated when containerized and registered with the platform, creating cached authentication tokens and permissions. This preliminary action ensures security while reducing authentication time during actual operations.
Solution Approach 2:
The authentication system implements feedback mechanisms where authentication results, permissions, and security contexts are cached and reused. The system provides feedback about authenticated states to applications, allowing them to operate with established permissions without repeated full authentication cycles, thus maintaining security while reducing authentication overhead.
Data Source
AI summary
A method and a system for providing a container application for a servicing platform are provided. The method includes: displaying, at each of a plurality of workstations, a user interface; receiving, from a first user via the user interface, a first software application; receiving, from a second user via the user interface, a second software application; and facilitating a use of each of the first software application and the second software application by each of the first user, the second user, and at least a third user via a container application that provides access to a plurality of software applications. The user interface may include a microfront end that implements a plurality of microservices that correspond to a subset of the plurality of software applications.