Graphical Call Router for Cloud Contact Centers
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Solution Overview
Problem
Current on-premise call center solutions are inflexible and require significant investments in hardware and maintenance, making it difficult to adapt to changing technology advancements and customer interaction channels, necessitating a more agile and cost-effective solution for call routing and programming.
Innovation Solution
A cloud-based contact center solution utilizing graphical programming for call flow management, allowing organizations to easily configure and update call routing through drop-down menus and graphical representations, enabling real-time adjustments and integration with various communication channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If on-premise software solutions are used for call center management, then call routing functionality is provided, but hardware investment and maintenance costs increase substantially
Solution Approach 1:
The patent replaces the mechanical hardware-based on-premise call center system with a software-based virtual attendant system that runs on computerized networks. This substitution eliminates the need for substantial hardware investment while maintaining call routing functionality through software applications and network infrastructure.
2Reliability
If on-premise software solutions are used for call center management, then call routing is provided, but system complexity requires dedicated IT staff
Solution Approach 1:
The patent implements self-service capabilities that allow supervisors and agents to manage call routing configurations without requiring dedicated IT staff. The system provides user-friendly interfaces and automated functions that enable non-technical users to perform administrative tasks independently, reducing the complexity burden.
3Reliability
If on-premise software solutions are used, then existing call routing is provided, but adaptability to new technology advancements is reduced
Solution Approach 1:
The patent creates a dynamic system where call routing configurations can be easily modified and updated through software changes without hardware modifications. The virtual attendant system can adapt to new technology advancements and communication channels by updating software applications, providing flexibility and versatility while maintaining core functionality.
4Reliability
If traditional call programming methods are used, then call routing is established, but ease of configuration and real-time updates are reduced
Solution Approach 1:
The patent replaces traditional complex call programming methods with a graphical user interface system that allows visual configuration of call flows. Supervisors can drag and drop components, configure routing logic through visual templates, and make real-time updates without requiring programming expertise, dramatically improving ease of operation.
Data Source
AI summary
The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.