Event-Based Contact Center Deployment for Temporary Support
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Solution Overview
Problem
The high upfront time and monetary costs associated with deploying conventional contact centers create barriers for entities needing temporary customer support services during limited-time events, such as seasonal or ad hoc events, making it inefficient to address high volume customer support demands.
Innovation Solution
Implementing a contact center service for a limited term using CCaaS software integrated with an event system, enabling configuration, deployment, and operation of service features for event attendees, which is terminated based on the event's expiration.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If conventional contact centers are deployed, then customer support capability is improved, but upfront time and monetary costs increase significantly
Solution Approach 1:
The patent applies preliminary action by pre-configuring contact center templates with predefined workflows, scripts, and resource allocations before events occur. This allows rapid deployment of contact center capabilities just before needed, avoiding lengthy setup times while maintaining full functional capability for customer support during events.
Solution Approach 2:
The system implements dynamic resource allocation where contact center resources (agents, queues, workflows) can be dynamically scaled up or down based on real-time event attendance and support demand. This dynamic adjustment enables the system to adapt to varying customer support needs without requiring over-provisioned static infrastructure, reducing both deployment time and ongoing costs.
2Reliability
If conventional contact centers are deployed, then customer support capability is improved, but monetary costs increase significantly
Solution Approach 1:
The patent implements periodic action by deploying contact center services only during specific event periods rather than maintaining continuous operation. Resources are allocated and activated temporarily for the duration of events, then released or reduced afterward. This periodic deployment model significantly reduces overall monetary costs compared to year-round contact center operation while maintaining full support capability when needed.
Solution Approach 2:
The system changes operational parameters such as agent headcount, queue capacity, and resource allocation levels based on event-specific demand patterns. By adjusting these parameters to match actual event attendance and customer support needs rather than using fixed high-capacity infrastructure, the system achieves cost-effectiveness while maintaining adequate support capability during events.
3Reliability
If conventional contact centers are deployed, then customer support capability is improved, but long-term commitment is required
Solution Approach 1:
The patent applies preliminary action by pre-configuring contact center templates that can be rapidly instantiated before events occur. These pre-built templates include all necessary workflows, scripts, and resource allocations, enabling the system to be fully operational for event-specific support without requiring long-term infrastructure commitment or extended setup periods.
Solution Approach 2:
The system implements dynamic scalability where contact center capacity can be quickly adjusted or terminated after events conclude. This dynamic model allows the system to provide comprehensive customer support during event periods while automatically reducing or ending services afterward, eliminating the need for long-term operational commitments while maintaining event-specific support capability.
Data Source
AI summary
A contact center service is configured, deployed, and operated for a limited term in connection with an event. Configurations to provide a contact center service for an event are defined according to a term of the event and one or more service features available for attendees of the event to use. The contact center service is deployed at or prior to the start of the term of the event according to the configurations. Responsive to deploying the contact center service, the service features are facilitated via the contact center service, such as to enable contact center engagements between agents and users as event attendees. The contact center service is eventually terminated based on an expiration of the term. Contact center as a service software used to configure, deploy, and operate the contact center service may be integrated with an event system used to implement the event.