Grid-Based Contact Center Node Resource Utilization
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Solution Overview
Problem
Existing distributed contact centers do not fully utilize the processing and memory capabilities of remote agent communication devices, leading to inefficiencies and increased costs due to underutilization of resources.
Innovation Solution
A grid-based contact center architecture where each node has a processor and non-removable memory, allowing for simultaneous processing of agent-based tasks and contact center tasks, reducing the need for dedicated resources and enabling efficient task distribution among nodes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Device complexity
If a traditional distributed contact center architecture with central servers and dedicated resources is used, then system control and management are simplified, but resource utilization is low and costs increase due to underutilization of remote agent devices
Solution Approach 1:
The patent transforms remote agent communication devices from single-function (agent communication only) to multi-function by enabling them to execute contact center tasks such as IVR processing, call routing, and recording. This allows the same device to serve both as an agent interface and as a contact center resource, eliminating dedicated equipment and improving resource utilization.
Solution Approach 2:
The patent extracts contact center processing capabilities from centralized servers and distributes them to remote agent devices. By moving task execution to the edge devices, the system reduces central server workload and utilizes previously idle resources at remote locations.
2Reliability
If dedicated resources (central servers, IVR equipment, call recording equipment) are deployed, then system reliability and control are improved, but device complexity and costs increase
Solution Approach 1:
The patent makes remote agent devices universal by enabling them to perform multiple contact center functions (communication, IVR, routing, recording) that previously required separate dedicated devices. This consolidation reduces overall system complexity while maintaining reliability through distributed functionality.
Solution Approach 2:
The patent merges previously separate functions (agent communication, IVR processing, call routing, call recording) into a single integrated system where remote agent devices perform all these functions. This eliminates the need for separate dedicated equipment while maintaining system reliability through the distributed nature of the architecture.
3Device complexity
If remote agent communication devices are used only for agent communication, then device simplicity is maintained, but resource utilization decreases and dedicated resources are required
Solution Approach 1:
The patent transforms simple remote agent devices into multi-functional units by enabling them to execute contact center tasks locally. The devices now serve dual purposes: agent communication and contact center task execution, eliminating the need for dedicated resources and improving resource utilization without significantly increasing device complexity.
Solution Approach 2:
The patent enables remote agent devices to autonomously execute contact center tasks such as IVR processing and call routing without requiring constant central server intervention. This self-service capability utilizes idle device resources and reduces the need for dedicated central resources.
Data Source
AI summary
A grid-based contact center and method of managing tasks within such a contact center is provided. Nodes within the contact center are adapted to perform multiple tasks associated with the contact center, including the management of task assignment within the contact center. Accordingly, a truly distributed contact center is provided whereby the building blocks of the contact center include the use of nodes with a conference call SRTP based Operations, Administration, and Management system.