Customer Controlled Interaction Management Routing
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Solution Overview
Problem
Customers lack control over interactions with contact centers, often risking calls to agents who may not be available, and existing systems prioritize business interests over customer preferences.
Innovation Solution
A system and method for customer-controlled interaction management (CCIM) that allows customers to route interactions based on real-time agent availability, using a software application that monitors presence information and enables customers to select preferred agents, configure routing logic, and rate interactions, thereby reversing the traditional contact center-customer role.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If contact center controls interaction routing, then business interests are prioritized through customization and personalization, but customer control and preference alignment are reduced
Solution Approach 1:
The patent inverts the traditional contact center routing model by giving customers control over interaction routing instead of the contact center controlling it. Customers can specify routing logic, select agents, and control interaction flow based on their preferences rather than business-driven routing rules.
Solution Approach 2:
The system enables customers to self-manage their interaction routing by allowing them to configure routing logic, select preferred agents, and control the flow of interactions without contact center intervention. This self-service approach empowers customers to optimize their own interaction experiences.
2Reliability
If customer dials agent directly, then customer has control of agent selection, but customer risks calling when agent is unavailable
Solution Approach 1:
The system performs preliminary actions by having customers configure routing logic and select preferred agents in advance. The system then monitors agent availability and automatically initiates interactions only when selected agents are available, eliminating the need for customers to dial blindly or wait on hold.
Solution Approach 2:
The system implements feedback mechanisms by monitoring agent presence information in real-time and using this feedback to determine when to initiate interactions. This ensures interactions are routed only when agents are available, improving reliability and reducing wasted call attempts.
3Ease of operation
If contact center manages interaction flow, then business efficiency is maintained, but customer experience and satisfaction are compromised
Solution Approach 1:
The system introduces dynamics by allowing routing logic to be flexible and adaptable to customer preferences rather than rigid business rules. Customers can dynamically select agents and configure routing based on their needs, while the system adapts to these preferences while maintaining operational efficiency through automated monitoring and routing.
Data Source
AI summary
A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.