Persistent HTTP Streaming for Networked Contact Center UIs
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Solution Overview
Problem
Traditional call centers are costly to maintain, inflexible, and inefficient in handling instantaneous status updates due to their on-premise proprietary systems and one-to-one HTTP communications, leading to bandwidth consumption and latency issues.
Innovation Solution
Implementing a networked contact center with persistent HTTP connections for information streaming to user interfaces, allowing multiple requests and responses over a single connection, reducing CPU and memory usage, and enabling real-time event updates without repetitive client requests.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional on-premise proprietary systems are used, then system stability is maintained, but device complexity and maintenance cost increase
Solution Approach 1:
The patent uses virtualization to create virtual copies of call center resources (agents, queues, skills) that run on standard hardware infrastructure. This virtualized model replicates the functionality of proprietary systems while eliminating the need for specialized hardware, thereby reducing device complexity while maintaining system stability through software-based abstractions.
Solution Approach 2:
The contact center platform is designed as a universal system that can support multiple communication channels (voice, email, chat, social media) and multiple call center models (onsite, remote, hybrid) through a single unified architecture. This multi-functional design eliminates the need for separate proprietary systems for different functions, reducing overall system complexity while maintaining reliable operation across diverse scenarios.
2Ease of manufacture
If one-to-one HTTP communication protocol is used, then implementation simplicity is maintained, but information update speed decreases due to bandwidth consumption and latency
Solution Approach 1:
The patent merges multiple HTTP requests and responses into a single persistent connection between the client device and the contact center platform. Instead of establishing separate one-to-one connections for each data exchange, the system combines multiple communication streams over one sustained connection, reducing bandwidth consumption and latency while maintaining implementation simplicity through standardized HTTP protocol usage.
Solution Approach 2:
The persistent HTTP connection enables continuous information streaming from the server to the client without requiring repeated request-response cycles. This continuous action allows real-time updates of contact center data (agent status, queue information, customer interactions) to flow seamlessly over the sustained connection, dramatically improving information update speed while keeping the implementation approach simple and protocol-standard compliant.
Data Source
AI summary
Methods and systems are disclosed for information streaming to a user interface via a networked contact center. In one example, a system includes communications computer circuitry to receive, at a networked contact center, a request to stream information to a user interface, the user interface being associated with the networked contact center and an agent to be contacted by others. Information streaming circuitry streams the requested information and to open a network connection between the user interface and a server of a networked contact center, and the information streaming circuitry keeps the network connection between the user interface and the server open as a persistent network connection to the user interface. The communications computer circuitry also pushes one or more events to the user interface via the persistent network connection to cause a change in the user interface without further network requests to the server from the user interface.