Shared Messaging Gateway for Contact Center Visibility
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Solution Overview
Problem
Contact center agents lack visibility into previous communications between callers and the business or contact center, requiring costly and impractical technical integration and security approvals, and often struggle to identify relevant customer communications.
Innovation Solution
Implementing a shared messaging gateway that allows contact centers to retrieve and provide communication histories to agents using a unique caller identifier, eliminating the need for direct system integration and security approvals by routing messages through a shared gateway.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If direct technical integration and security approval are implemented between contact center and business system, then agent visibility of communication history is improved, but implementation cost and complexity increase significantly
Solution Approach 1:
The patent introduces a messaging gateway as an intermediary component that sits between the contact center system and the business system. This gateway receives messages from both systems and makes them available to agents without requiring direct integration between the contact center and business system. The gateway acts as a mediator that decouples the two systems while still enabling communication history visibility.
Solution Approach 2:
The patent extracts the communication history retrieval function from the business system itself and places it in a separate messaging gateway. Instead of the contact center directly accessing the business system, the gateway extracts and stores message data in a format that can be easily accessed by the contact center, separating the integration complexity from the main systems.
2Loss of information
If direct access to business system is granted to contact center, then full communication visibility is achieved, but security risks and approval requirements increase
Solution Approach 1:
The messaging gateway serves as a security intermediary that the contact center interacts with instead of directly accessing the business system. This intermediary layer controls and manages the exposure of communication data, reducing security risks by preventing direct access to sensitive business systems while still providing necessary visibility to agents.
3Device complexity
If manual retrieval of communication history is implemented, then security and integration complexity are reduced, but time to access communication history increases
Solution Approach 1:
The messaging gateway performs preliminary actions by pre-retrieving, storing, and organizing communication messages from the business system before they are needed by the contact center. Messages are made available in advance in a ready-to-access format, eliminating the need for real-time retrieval during agent interactions and reducing access time.
Solution Approach 2:
The gateway creates copies of communication messages from the business system and stores them locally. Instead of requiring the contact center to query the business system in real-time, agents access copied message data that has been预先 prepared and stored, significantly reducing retrieval time while maintaining data accuracy.
Data Source
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AI summary
A method for providing communication interaction visibility includes detecting an Incoming voice call communication to a communication system, determining an identifier of a caller initiating the voice call communication, retrieving a communication history related to the identifier from a messaging gateway, and providing the communication history to an agent terminal of the communication system.