Mobile Expert Session Management for Contact Centers
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Solution Overview
Problem
Current contact center systems do not provide experts with sufficient information when joining a session, limiting their ability to assist agents and customers effectively, as they lack access to customer, product, and session data, and require experts to use multiple devices, which is inadequate for mobile operations.
Innovation Solution
A system that enables experts to access and manage sessions using mobile devices with integrated session management modules, allowing them to receive real-time information about agents, customers, and sessions, and interact with agent devices to provide assistance, while maintaining mobility and single-device operation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If an expert uses a mobile device to join a session, then mobility is improved, but access to customer, product, and session data is limited
Solution Approach 1:
The mobile device is transformed into a multi-functional tool that combines voice communication capabilities with data access and session management functions. The system integrates CRM data retrieval, product information access, and real-time session monitoring into a single mobile platform, enabling experts to perform previously desktop-only tasks while maintaining mobility.
Solution Approach 2:
A communication system acts as an intermediary between the mobile device and the contact center's data systems. This intermediary enables the mobile device to access customer records, product information, and session data through standardized interfaces, bridging the gap between mobile limitations and enterprise data requirements.
2Loss of information
If an expert uses a desktop workstation to access information, then data accessibility is improved, but mobility is reduced and multiple devices are required
Solution Approach 1:
The system merges the data access capabilities of a desktop workstation with the communication capabilities of a mobile device into a single integrated platform. By combining voice channel access, data retrieval, and session management in one mobile device, the system eliminates the need to use separate devices for different functions.
Solution Approach 2:
The mobile device becomes a universal tool that replaces both the desktop workstation for data access and the phone for voice communication. Experts can access customer information, product details, and session data while simultaneously participating in voice interactions, making a single device sufficient for all expert functions.
3Ease of operation
If an expert joins a voice session with limited information, then ease of joining is improved, but ability to assist is reduced
Solution Approach 1:
The system automatically retrieves and prepares relevant customer, product, and session data before the expert joins the voice session. This preliminary action ensures that when the expert connects, all necessary information is already available, enabling immediate and effective assistance without delaying the join process.
Solution Approach 2:
The system provides continuous feedback to the expert during the session by delivering relevant information updates, customer context, and session status. This feedback mechanism ensures the expert maintains full situational awareness throughout the interaction, enhancing their ability to assist while keeping the interface simple and easy to use.
Data Source
AI summary
Embodiments of the invention are directed to a system and method for assisting a service representative an enterprise. A device operated by an agent and a mobile communication device operated by an expert may be associated by a registration at a server. An indication of required assistance may be provided to the mobile communication device. The mobile communication device may included in a session already including a device operated by the agent and a device operated by a customer.