Search Engine Intermediary for Contact Center Data Retrieval
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Solution Overview
Problem
Conventional computer-telephony integration (CTI) systems are costly and complex, especially for smaller organizations, as they require direct access to customer relationship management (CRM) databases, which can be outdated and support multiple formats, limiting functionality and accessibility for third-party service providers and smaller call centers.
Innovation Solution
Implementing a method and apparatus that uses a search engine to handle communications sessions by performing searches across multiple servers and data sources, including CRM databases, to retrieve relevant information for call handling, reducing the need for direct database access and supporting multiple formats, and allowing for the use of heterogeneous material not primarily intended for session handling.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If conventional CTI systems use direct access to CRM databases, then call handling functionality is achieved, but system complexity and cost increase significantly
Solution Approach 1:
The patent introduces a search engine as an intermediary layer between the telephony system and data sources. Instead of direct CTI database access, the system uses search engine queries to retrieve caller information, thereby simplifying the CTI system architecture while maintaining call handling functionality
Solution Approach 2:
The search engine serves multiple functions: it acts as a CTI interface, a data retrieval system, and a flexible query processor. This multi-functional approach replaces specialized CTI database access mechanisms with a general-purpose search system, reducing overall system complexity
2Reliability
If CTI systems require direct CRM database access, then accurate caller information is retrieved, but accessibility for third-party providers is limited
Solution Approach 1:
The system separates the data retrieval function from the telephony function. The search engine independently queries multiple data sources including CRM databases, while the telephony system focuses on call handling. This segmentation allows third-party providers to access information through the search interface without requiring direct CRM database connections
Solution Approach 2:
The search engine acts as a mediator that provides standardized access to caller information from multiple sources. Third-party service providers can interact with this intermediary layer through standard search protocols, gaining access to reliable caller information without needing direct CRM database access rights
3Adaptability or versatility
If CTI systems support multiple CRM database formats, then compatibility is improved, but system complexity increases
Solution Approach 1:
The system adopts a homogeneous search-based interface for all data retrieval operations, regardless of the underlying data source format. By converting diverse database formats into standardized search results, the system achieves format compatibility without implementing multiple specialized database connection protocols
Solution Approach 2:
Instead of directly accessing and interpreting multiple database formats, the system creates standardized search result representations of the data. The search engine retrieves and normalizes information from various sources into a uniform format that the telephony system can process, eliminating the need to handle format diversity directly
Data Source
AI summary
Apparatus for operating a multimedia contact center, comprising a multimedia contact center system for handling communications sessions between an organization and its customers and obtaining media-specific information relating to the communications session, and a search engine for performing a search in relation to the obtained media-specific information, wherein the multimedia contact center system is configured to use the results from the search in handling the communications session, wherein the results may include heterogeneous material not primarily intended for session handling purposes.