Shared Cloud Contact Centers for Job-Specific Contractor Communication
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Solution Overview
Problem
Small businesses and individual contractors face challenges in establishing and maintaining contact centers due to the substantial and costly computing and communications infrastructure required, limiting their ability to communicate effectively with customers during job bidding and execution.
Innovation Solution
A system and method for generating job-specific contact centers that enable centralized communication between customers and contractors, allowing for the creation of contact centers during the bidding process and job pendency, utilizing cloud computing and communication technologies like IVR, email, and SMS, reducing the need for separate interactions across different platforms.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a contractor establishes a traditional contact center to enable customer communication during bidding and job processes, then communication capability is improved, but computing and communications infrastructure costs increase substantially
Solution Approach 1:
The patent merges multiple contractors' contact centers into a single shared contact center that serves multiple contractors simultaneously. This consolidation allows contractors to access communication capabilities without each needing separate infrastructure, thereby reducing overall computing and communications resources while maintaining communication effectiveness.
Solution Approach 2:
The shared contact center is designed to serve multiple contractors and their respective customers through a universal platform. The system provides multi-functional capabilities including job bidding communications, job execution communications, and subcontractor coordination all through a single infrastructure, eliminating the need for dedicated infrastructure per contractor.
2Ease of operation
If a contractor establishes a traditional contact center, then communication functionality is improved, but device complexity increases
Solution Approach 1:
By combining multiple contact center functions into a single shared system, the patent reduces the complexity each individual contractor would otherwise need to manage. The shared contact center handles routing, messaging, and coordination centrally, simplifying the technical burden on individual contractors.
Solution Approach 2:
The shared contact center acts as an intermediary between contractors and customers, managing communication protocols, routing, and coordination centrally. This intermediary layer abstracts the complexity from individual contractors, allowing them to communicate effectively without needing to implement complex communication systems themselves.
3Ease of manufacture
If manual coordination of contact information is used between customer and contractor, then implementation simplicity is maintained, but time consumption increases
Solution Approach 1:
The shared contact center enables automated self-service communication routing and coordination. Contact information is automatically routed to the appropriate contractors or subcontractors based on the communication content and context, eliminating the need for manual coordination while maintaining system simplicity for users.
Solution Approach 2:
The system implements automated feedback loops where communication status, routing decisions, and coordination outcomes are automatically tracked and communicated back to relevant parties. This automated feedback mechanism reduces manual intervention time while keeping the overall system approachable and simple to use.
Data Source
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AI summary
Systems and methods for the generation of job-specific contact centers are disclosed. The system may enable customers to generate a contact center during a job bidding phase and/or during pendency of the job. The contact center may enable communications between the customer and one or more contractors. The generated contact center may be both customer specific and job specific. The contact center may include any suitable communication technology, including an interactive voice response (IVR) system.