CTI Search Engine Integration for Call Handling
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Solution Overview
Problem
Current computer-telephony integration (CTI) systems are costly and complex, especially for smaller organizations, due to the need for direct access to customer relationship management (CRM) databases, and often lack access to up-to-date CRM data, limiting their functionality. Additionally, smaller organizations may not have the capacity to maintain proper CRM databases, preventing them from benefiting from full CTI services.
Innovation Solution
Implementing a method that uses search engines to process telephony information, such as calling numbers, across heterogeneous materials like emails and web pages, allowing for the retrieval of relevant information for call handling without relying on direct CRM database access. This involves a CTI system linked to a search engine that can search across multiple servers and the internet, using search results to determine call handling operations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a CTI server is implemented to provide computer-telephony integration, then call handling functionality is improved, but system cost and complexity increase
Solution Approach 1:
The patent introduces a search engine as an intermediary component between the telephony system and information sources. Instead of a complex CTI server directly accessing multiple CRM databases and information sources, the search engine mediates by receiving telephony information (ANI, DNIS, IVR data), formulating search queries, and retrieving relevant information from heterogeneous sources including CRM databases, web pages, and email systems. This intermediary approach simplifies the overall system architecture while maintaining comprehensive call handling functionality.
Solution Approach 2:
The search engine performs multiple functions that would otherwise require separate specialized systems. It simultaneously accesses CRM databases, searches web pages, retrieves email information, and processes various telephony data types (ANI, DNIS, IVR inputs). This multi-functional approach consolidates what would traditionally require multiple specialized components into a single versatile system, reducing overall complexity while enhancing adaptability.
2Adaptability or versatility
If direct access to CRM databases is required for CTI functionality, then call handling capability is improved, but system cost increases
Solution Approach 1:
The patent employs standard, widely-available search engine technology rather than expensive, specialized CTI server software. The search engine uses conventional information retrieval methods and can access data through standard web protocols and search interfaces. This approach replaces costly proprietary CTI solutions with more affordable, off-the-shelf technology that achieves similar functional outcomes through different means.
Solution Approach 2:
The search engine acts as an intermediary that accesses CRM databases and other information sources through standard search protocols rather than requiring direct, expensive database connections. This intermediary layer uses public search interfaces and web-based access methods, which are significantly less costly than implementing and maintaining direct CTI server-to-database connections with specialized APIs and integration layers.
3Loss of information
If CTI server is used to access CRM databases, then information retrieval is improved, but access to up-to-date data is limited
Solution Approach 1:
The search engine continuously pre-loads and caches information from multiple sources including CRM databases, web pages, and email systems before they are needed for call handling. By maintaining pre-updated caches of customer information, company data, and relevant documents, the system ensures that when a call arrives, the most current information is already available or can be quickly retrieved, eliminating delays associated with real-time database queries during call processing.
4Adaptability or versatility
If specialized CTI systems are implemented, then call handling functionality is improved, but ease of operation decreases
Solution Approach 1:
The search engine automatically performs information retrieval, processing, and presentation without requiring manual database queries or complex system configuration. The system self-adjusts by learning from search patterns, automatically formulating queries based on telephony information, and presenting results in a standardized format. This automation eliminates the need for operators to manually access multiple databases or configure complex query parameters, making the system easy to operate while maintaining sophisticated functionality.
Data Source
AI summary
Call center, automatic call distribution (ACD), with computer telephony integration (CTI) providing a search engine that is automatically fed with the calling line identifier (CLI) such that a search can be performed to find related documents, emails, URLs using private or public databases that may be accessed for free or only after having paid a subscription. The application also mentions that the system can be applied to outgoing calls in which case the dialed number is used for performing the search.