Multilayer Provisioning for Networked Contact Centers
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Solution Overview
Problem
Traditional on-premise call centers are costly to maintain, inflexible, and require significant support, limiting companies' ability to scale and upgrade efficiently, leading to potential customer dissatisfaction and loss of business due to fluctuations in call handling performance.
Innovation Solution
A networked contact center system with multilayer provisioning capabilities, allowing centralized management and customization of services with minimal distributor involvement, enabling instantaneous scaling and customization without additional costs, and allowing tenants to configure services without needing to install on-premise call-distribution systems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If on-premise call center systems are used, then call handling capability is provided, but operational costs and maintenance requirements increase significantly
Solution Approach 1:
The system enables automated self-service provisioning where the contact center system automatically provisions and configures services without requiring manual intervention from support staff. The system self-manages configuration changes, agent provisioning, and service modifications, eliminating the need for costly internal support teams while maintaining reliable call handling capabilities
Solution Approach 2:
The patent introduces an automated provisioning system as an intermediary between service requests and system configuration. This intermediary automatically translates service requirements into system configurations, eliminating the need for expensive human support staff while ensuring reliable service delivery and call handling
2Reliability
If on-premise proprietary systems are deployed, then call center functionality is achieved, but system flexibility and upgrade capability are reduced
Solution Approach 1:
The system implements dynamic, software-based configuration that can be modified at runtime without hardware changes. Service parameters, routing rules, and agent assignments can be dynamically adjusted to meet changing business requirements, providing flexibility while maintaining reliable call center functionality
Solution Approach 2:
The patent segments the call center system into modular functional components that can be independently configured and upgraded. This modular architecture allows specific functions to be updated or replaced without affecting the entire system, enhancing adaptability while preserving core call handling capabilities
3Reliability
If on-premise systems are installed, then call handling is provided, but support staff requirements and system complexity increase
Solution Approach 1:
The system performs automated self-diagnosis, self-configuration, and self-provisioning, eliminating the need for complex manual support operations. The automated provisioning system handles service modifications, agent onboarding, and system configuration without human intervention, reducing support staff requirements while maintaining reliable service
4Reliability
If traditional call center systems are used, then basic call handling is achieved, but scalability and growth capability are limited
Solution Approach 1:
The system is designed as a universal platform that can handle multiple types of communications (voice, email, chat, social media) and serve multiple business functions through a single infrastructure. This multi-functional architecture enables scalable growth without requiring separate systems for different functions, maintaining reliable performance while expanding productivity
Data Source
AI summary
Embodiments of multilayer provisioning of networked contact centers comprise providing a support service, via a distributor, to a tenant, responsive to receiving a request from the tenant to modify the support provisioning the modified support service to the tenant.