Unified Sales Template Overlay for CRM Tele-Agent Workflow
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Solution Overview
Problem
Enterprise Customer Relationship Management (CRM) systems are inefficient due to the need for tele-agents to learn and operate across multiple interfaces, leading to increased error risk and slowed workflow, as they lack the infrastructure to fully utilize the information they access.
Innovation Solution
Implementing automated computing machinery that agnostically augments CRM applications by using browser extensions and hubs to provide a unified sales template across disparate CRM systems, allowing tele-agents to navigate multiple web pages while maintaining a consistent interface, reducing the burden of learning multiple interfaces and improving workflow efficiency.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If tele-agents operate across multiple CRM systems with different interfaces, then they can access diverse customer information, but the complexity of learning and operating multiple interfaces increases error risk and reduces workflow efficiency
Solution Approach 1:
The patent implements a universal interface layer that enables tele-agents to interact with multiple different CRM systems through a single standardized interface. This allows agents to access diverse customer information from various CRM systems without needing to learn multiple different interfaces, thereby maintaining adaptability while improving ease of operation and reducing errors
Solution Approach 2:
The patent introduces an intermediary component that sits between the tele-agent interface and the multiple CRM systems. This intermediary translates and mediates interactions between the unified agent interface and the diverse underlying CRM systems, allowing agents to access information from multiple sources through a single interface without directly interacting with each CRM system's unique interface
2Adaptability or versatility
If tele-agents are trained to operate multiple CRM interfaces, then they can work with different client systems, but the time required to learn and switch between interfaces reduces productivity
Solution Approach 1:
The universal interface layer enables a single interface design to work across multiple CRM systems, eliminating the need for agents to learn multiple interfaces. This maintains the ability to work with different client systems while significantly improving productivity by removing training time and interface-switching overhead
Solution Approach 2:
The system performs preliminary actions by pre-configuring the universal interface layer and intermediary components to handle translations and adaptations between the unified interface and various CRM systems. This preparation work is done in advance, so agents can immediately productively work with different systems without requiring extensive training
Data Source
AI summary
Automated computing machinery that agnostically augments a customer relationship management (“CRM”) application, including a leadership hub with computer memory configured according to a logical table, with logical columns identifying sales campaigns and a column identifying tele-agents, including also logical rows, each row representing an assignment of a tele-agent to work on a sales campaign; and a campaign management portal with computer memory configured according to a logical table, with logical columns identifying sales campaigns and a column identifying display templates, including also logical rows, each row associating a sales campaign and a display template comprising at least one sales campaign question and an answer form for the question; the leadership hub and the campaign management portal operative to display the template as an overlay of a web page of a CRM.