Networked Contact Center Virtualization for Scalability and Maintenance

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Solution Overview

Problem

Traditional on-premise call centers are costly to maintain, inflexible, and require significant support, limiting their ability to scale with demand, and often necessitate costly upgrades that disrupt operations.

Innovation Solution

A networked contact center system that utilizes a web-based user interface and multiple platforms for call distribution, allowing tenants to manage communications via VOIP, chat, and email, with redundant systems for minimal downtime and easy upgrades, eliminating the need for on-premise installations.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If traditional on-premise call center systems are used, then call handling capability is provided, but maintenance cost increases and system flexibility decreases

Engineering Contradiction:

Improvesystem flexibilityVSAvoidmaintenance requirement

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent implements a virtualized call center system that replicates traditional call center functionality through software instances running on standard server hardware. Multiple virtual call center instances can be created and managed through centralized orchestration, allowing flexible deployment without physical reconfiguration. This copying approach enables the system to maintain call handling capabilities while eliminating the need for proprietary hardware and reducing maintenance complexity.

Inventive Principle:

Principle #26Copying

Solution Approach 2:

The system employs a universal platform that can host multiple different call center applications and support various communication protocols simultaneously. The virtualized architecture allows a single infrastructure to serve multiple tenants and functions, replacing the need for dedicated proprietary systems for each call center function. This multi-functionality increases system flexibility while reducing overall maintenance requirements through consolidated management.

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Productivity

If on-premise proprietary systems are deployed, then call center functionality is achieved, but scalability is limited and upgrade costs increase

Engineering Contradiction:

Improvecall handling capacityVSAvoidscalability

Core Design Contradiction:

ProductivityVSAdaptability or versatility

Solution Approach 1:

The patent implements dynamic resource allocation through virtualization, where call center resources such as routing capabilities, agent interfaces, and communication channels can be dynamically provisioned and adjusted based on demand. The system can scale call handling capacity by simply allocating additional virtual resources rather than requiring physical system expansion. This dynamic approach enables seamless scalability while maintaining productivity through consistent service delivery.

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The call center system is segmented into independent virtual instances and modular components that can be individually scaled and upgraded. Each virtual call center instance operates independently but can be easily replicated or modified without affecting other instances. This segmentation allows incremental scaling of call handling capacity and enables targeted upgrades of specific functions without requiring complete system replacement, thereby improving both productivity and adaptability.

Inventive Principle:

Principle #1Segmentation

3Adaptability or versatility

If system upgrades are performed on traditional call centers, then functionality is improved, but operational disruption increases and cost increases

Engineering Contradiction:

ImprovefunctionalityVSAvoiddowntime

Core Design Contradiction:

Adaptability or versatilityVSLoss of time

Solution Approach 1:

The system performs upgrades and functionality enhancements in advance by deploying new virtual instances with improved capabilities alongside existing instances. The orchestration platform can pre-provision upgraded virtual call center instances, test them, and then switch traffic to the new instances without disrupting ongoing operations. This preliminary action approach allows functionality improvements to be implemented before they are needed, eliminating downtime associated with upgrades.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The virtualized architecture provides built-in redundancy and failover capabilities that cushion against upgrade-related disruptions. Multiple virtual instances can run in parallel, and if an upgrade causes issues, the system can automatically fail back to the previous stable version without operational disruption. This beforehand cushioning through virtualization ensures that functionality improvements can be implemented without risking service continuity, thereby eliminating downtime.

Inventive Principle:

Principle #11Beforehand cushioning (Prior cushioning)

Data Source

PatentUS11736618B1Networked contact center user interface approach

Publication Date: 2023.08.22 8X8 INC

AI summary

This document is directed to, among other things, communication systems involving networked contact center interfaces. One example method involves presenting a frame on a user interface to present information in a selectable format. Another example method involves using a circuit device to detect selection of a frame as displayed and causing display of further graphical information in an un-selectable format.