Programmable Contact Center Buttons for Workflow Automation
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Solution Overview
Problem
Contact center agents face inefficiencies and inconsistencies in completing workflows due to manual steps and varying execution methods, leading to delayed service and reduced team efficiency and user satisfaction.
Innovation Solution
A programmable contact center device with programmable buttons that automates workflows by assigning actions to buttons, integrating with administrative software to initiate tasks such as initiating payment transactions, transferring calls, and transmitting messages, enhancing agent device functionality.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If manual steps are used to complete workflows, then agents have flexibility in execution, but efficiency is reduced and service is delayed
Solution Approach 1:
The system enables self-service automation where the contact center device automatically executes predefined workflow actions when specific conditions are met, without requiring manual agent intervention for each step. The device monitors engagement states and autonomously performs tasks such as initiating payment transactions, transferring calls, or transmitting messages based on programmed rules.
Solution Approach 2:
Workflows are pre-configured and programmed into the contact center device before engagement occurs. The device is prepared with predefined action sequences that are automatically triggered when specific engagement conditions are detected, eliminating the need for real-time manual decision-making during customer interactions.
2Reliability
If different agents execute workflows manually, then customization is possible, but inconsistencies arise and team efficiency is reduced
Solution Approach 1:
The contact center device serves as a universal platform that can execute multiple different workflow types through a single standardized interface. The programmable buttons and automated rules engine allow the same device to handle various workflows (payment initiation, call transfers, message transmissions) consistently across all agents, while still accommodating different business rules and configurations.
3Loss of time
If more manual steps are required in workflows, then task completeness is ensured, but time consumption increases
Solution Approach 1:
The automated workflow system operates continuously during customer engagements, constantly monitoring engagement states and automatically executing the next required action without interruption. This eliminates gaps and delays between workflow steps that occur with manual processing, ensuring continuous progress through the workflow sequence while maintaining complete task execution.
Data Source
AI summary
A set of one or more actions is assigned to a programmable button of a device connected to a computing device. Based on a selection of the programmable button, a workflow is initiated to execute the set of one or more actions. The programmable button may be enabled based on an authentication of a login credential. A digital label of the programmable button may be controlled to display an indicator corresponding to the workflow, and the digital label may be changed based on a subject matter of a contact center engagement.