Browser Overlay for Unified CRM Sales Templates
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Solution Overview
Problem
Enterprise CRM systems are cumbersome, requiring tele-agents to learn and navigate multiple interfaces, leading to inefficient workflows and increased error risks due to the lack of infrastructure to utilize available information effectively.
Innovation Solution
An automated computing system that includes an agent hub, leadership hub, and campaign management portal, utilizing browser extensions to provide a unified sales template across disparate CRM applications, allowing tele-agents to operate with a consistent interface and reducing the burden of navigating multiple systems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If tele-agents operate across multiple client CRM systems with different interfaces, then the system can serve diverse clients and campaigns, but the agent time required to learn many interfaces increases and workflow efficiency decreases
Solution Approach 1:
The patent implements a universal template system that provides a consistent interface across different CRM systems. The template engine creates a standardized workflow framework that works with multiple CRM vendors (Salesforce, HubSpot, Zendesk, etc.), allowing agents to operate with a single learned interface while serving diverse clients and campaigns through the same unified system.
2Adaptability or versatility
If tele-agents must learn multiple CRM interfaces, then the system can accommodate various client requirements, but the risk of error increases
Solution Approach 1:
The template engine acts as an intermediary layer between the agent's standardized interface and the diverse CRM systems. This mediator translates consistent template commands into CRM-specific actions, eliminating the need for agents to learn multiple interfaces while maintaining the ability to handle different client requirements through the unified template framework.
3Loss of information
If the CRM system aggregates data from multiple communication channels, then comprehensive customer analysis is achieved, but the system complexity increases
Solution Approach 1:
The patent extracts the complexity of multi-channel data aggregation from the agent interface by implementing a template engine that handles data collection automatically. The template system pulls information from various communication channels (email, phone, chat, social media) and consolidates it into a unified customer view, presenting simplified data to agents while maintaining comprehensive coverage.
Data Source
AI summary
Automated computing machinery agnostically augmenting a CRM application, including an agent hub that associates an identity of a tele-agent and an indication whether the tele-agent is logged on to the agent hub; the agent hub operatively coupled to a browser, the browser bearing a browser extension through which a sales template for a sales campaign to which the tele-agent is assigned to work is operatively exposed as a GUI overlay of the browser, the overlay overlaid upon a web page of the CRM application; a leadership hub that associates the tele-agent and the sales campaign to which the tele-agent is assigned, the leadership hub operatively coupled to the agent hub; and a campaign management portal that associates the sales campaign and the display template, the display template associating a question and an answer form, the campaign management portal operatively coupled for data communications to the agent hub.