Presence-Based Callback System for Contact Centers
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Solution Overview
Problem
Contact centers face inefficiencies and frustration due to the inability to determine the best time to reach customers, often interrupting them or sending messages that go unread, leading to wasted time and potential loss in profitability.
Innovation Solution
Integrating presence awareness systems into callback features, allowing contact centers to access and analyze presence information of customers across various communication devices, ensuring calls or messages are made when the customer is available and prefers, using tokens with permissions to restrict contact times and devices.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If contact centers use static callback applications with fixed numbers or email addresses, then the system is simple to operate, but the effectiveness of contact is reduced because there is no ability to check customer availability
Solution Approach 1:
The patent introduces a presence server as an intermediary between the contact center and the customer's communication devices. This presence server monitors and provides presence information about the customer's availability across multiple devices, enabling the contact center to determine the best time and method to reach the customer without significantly complicating the overall system architecture
Solution Approach 2:
The callback system is enhanced to work across multiple communication channels (voice calls, email, instant messaging) by integrating with the presence server. The system can automatically select the most appropriate communication channel based on the customer's current presence status, making the callback application multi-functional while maintaining operational simplicity
2Productivity
If contact centers attempt to call customers back immediately when ready, then the response time is fast, but the customer may be interrupted during an important meeting or unavailable
Solution Approach 1:
The system continuously monitors the customer's presence status through the presence server and uses this feedback information to determine the optimal time to initiate contact. The contact center receives real-time updates about customer availability and adjusts its callback timing accordingly, ensuring contact is made when the customer is most likely to be available without being interrupted
Solution Approach 2:
The contact center queries the presence server in advance before attempting to contact the customer. This preliminary check of presence information allows the system to plan the contact timing appropriately, avoiding interruptions by selecting a time when the customer's presence status indicates availability
3Loss of information
If contact centers send emails to customers, then the message can be delivered asynchronously, but there is no verification that the message was received or read by the customer
Solution Approach 1:
The system uses the presence server to receive feedback about the customer's presence status after sending messages. This feedback mechanism allows the contact center to determine whether the customer has become available to receive and read messages, providing indirect confirmation of message delivery without requiring direct acknowledgment from the customer
4Reliability
If customers specify a time for callback, then the contact timing may align with customer availability, but there is no guarantee that the contact center agent will be able to reach the customer during the specified time
Solution Approach 1:
The contact center uses the presence server to continuously monitor the customer's presence status around the specified callback time. This feedback allows the system to confirm when the customer becomes available and to initiate contact at the optimal moment, ensuring that the callback timing aligns with both customer availability and contact center readiness without requiring multiple retry attempts
Data Source
AI summary
The present invention provides presence-aware systems. More specifically, methods and systems are provided that enable a contact center to utilize presence information when servicing a contact. When the presence of a particular customer is detected, such information may be provided to or otherwise ascertained by the contact center. Once the contact center has the presence information it may use it to determine how best to call back the customer such that it is convenient for the customer and an agent of the contact center.