Representative Profile Data Integration for Unified Contact Center Routing
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Solution Overview
Problem
Conventional contact centers face difficulties in managing and analyzing representative profile data due to its storage in multiple disparate systems, requiring manual and automated steps for updates, and lacking a unified interface for data access and management, which hinders efficient contact queuing, routing, and performance analysis.
Innovation Solution
A representative data system that integrates with external communication services and internal systems to provide a unified data store and interface for managing representative profiles, using relational or graph-based data structures for advanced predictive modeling and impact analysis.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If representative profile data is stored in multiple disparate systems (employee databases, human resources systems, contact data stores, external communication services), then data can be maintained in existing systems with minimal disruption, but data management and analysis become difficult and inefficient
Solution Approach 1:
The patent consolidates representative profile data from multiple disparate systems (employee databases, human resources systems, contact data stores, external communication services) into a single unified data store. This merging eliminates the need to query multiple separate systems, thereby improving data management efficiency while reducing the operational complexity of integrating and coordinating these systems.
Solution Approach 2:
The unified data store acts as an intermediary layer between internal systems and external communication services. It centralizes the storage and management of representative profile data, allowing internal systems to access data without directly interfacing with external services, thus simplifying system integration and improving management efficiency.
2Ease of manufacture
If representative profile data is stored in external communication services, then data can be maintained by service providers, but significant effort is required to update profiles or change communication service providers
Solution Approach 1:
The unified data store serves as an intermediary that decouples the contact center's representative profile data from external communication services. This allows the contact center to maintain and update profiles centrally without being constrained by external service providers' systems, reducing update effort while preserving the flexibility to change service providers.
Solution Approach 2:
The patent separates the storage and management of representative profile data from the external communication service infrastructure. By segmenting the data management function into a dedicated unified data store, the system reduces the effort required for profile updates and enables independent management of data versus communication service selection.
3Productivity
If representative profile data is stored in disparate internal and external systems, then data can be maintained in existing infrastructure, but it becomes difficult or impossible to leverage and analyze data in a performant manner
Solution Approach 1:
The unified data store consolidates representative profile data from multiple disparate internal and external systems into a single accessible location. This merging enables performant data analysis by eliminating the need to query and aggregate data from multiple separate systems, thereby improving productivity while reducing data access complexity.
4Ease of operation
If multiple points of contact are used to add or modify representative profile data, then data can be entered through different systems, but the process requires significant manual and automated steps
Solution Approach 1:
The unified data store provides a single point of contact for adding and modifying representative profile data, consolidating what was previously scattered across multiple systems. This merging maintains data entry convenience through a centralized interface while dramatically reducing the time required by eliminating redundant manual and automated steps across multiple systems.
Data Source
AI summary
Various techniques described herein relate to building and using representative data systems to store and manage representative profile data within contact centers. A representative data system integrates with external communication services and other internal/external systems to provide a uniform data store and interface to create and manage representative profiles. The representative data system retrieves and analyzes representative profile data during runtime contact center operations such as contact queuing, contact management, and/or workforce management. The representative data system may be implemented using relational or graph-based data structures to support advanced predictive modeling and impact analysis of scenarios such as service outages, dynamic workload shifting, infrastructure changes, and workforce changes.