CTI System Call Transfer with Data Routing Label
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Solution Overview
Problem
Customer wait times in call centers are prolonged due to the inefficiency of transferring calls and associated data from interactive-voice response (IVR) systems to live agents, as existing systems lack seamless integration and data accessibility.
Innovation Solution
A system and method for rerouting calls and associated data from IVR systems to call centers using a CTI system, which involves a gateway, voice portal, CTI gateway, router, and servers to generate a routing label and access number, enabling efficient transfer of data and calls to available live agents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If more live agents are employed to reduce customer wait times, then customer service quality improves, but operational costs increase
Solution Approach 1:
The patent introduces an automated call transfer system that acts as an intermediary between the IVR system and live agents. This system automatically transfers calls and associated customer data when customers request live agent assistance, eliminating the need for manual transfer procedures and reducing the workload on live agents while maintaining efficient service delivery.
Solution Approach 2:
The system enables self-service by automatically handling call transfers and data retrieval without requiring live agent intervention. When a customer requests a live agent, the system autonomously initiates the transfer process and prepares customer information, allowing the business to serve more customers with the same number of agents.
2Loss of information
If manual call transfer procedures are used from IVR to live agents, then system complexity remains low, but data accessibility to agents is poor and transfer efficiency decreases
Solution Approach 1:
The patent merges the call transfer function with customer data retrieval and presentation into a single integrated system. The automated call transfer system simultaneously handles call routing and aggregates relevant customer information from multiple sources, presenting a unified view to the live agent. This consolidation ensures complete data accessibility while managing system complexity through integration rather than separate components.
Solution Approach 2:
The system performs preliminary actions by automatically retrieving and preparing customer data before the live agent receives the call. This advance preparation ensures that all relevant information is already assembled and accessible when the agent begins the interaction, eliminating data accessibility delays while the system complexity is managed through automated preprocessing.
3Productivity
If automated call transfer systems are implemented, then call transfer efficiency improves, but system complexity increases
Solution Approach 1:
The automated call transfer system is designed with multi-functionality, handling call routing, customer data aggregation, information presentation, and transfer initiation within a single platform. This universal approach improves call transfer efficiency by consolidating multiple functions while managing overall system complexity through a unified architecture rather than multiple separate systems.
Data Source
AI summary
A method, computer program product, and an apparatus for transferring a telephone call and associated data from an IVR system to a live agent or other system are provided. An exemplary embodiment may include a voice portal of the IVR system requesting an access number for a live agent and sending data associated with the telephone call to a CTI system. The CTI system may request and receive a routing label from a router and then send the data associated with the telephone call and the request for an access number to a call center using the routing label provided by the router. The CTI system may receive the access number from the call center and send the access number back through the IVR system to an exchange carrier for transferring the caller to the call center.