Telephonic Teleservices Management Session Persistence
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Solution Overview
Problem
Teleservice representatives working from home or remote locations often lack access to sophisticated data networks that meet quality of service and security requirements, leading to high maintenance and IT support costs due to the need for dedicated equipment and infrastructure.
Innovation Solution
A technology-agnostic telesales management system that allows teleservice agents to join campaigns, conduct multiple calls, and report outcomes without disconnecting, using a call management engine that manages connections and disconnections, and supports various communication technologies such as traditional, VOIP, and mobile phones, reducing call setup fees and ensuring uninterrupted sessions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If teleservice representatives work from home or remote locations with dedicated telephone and personal computer, then service delivery is enabled, but maintenance and IT support costs increase significantly
Solution Approach 1:
The patent introduces a centralized server as an intermediary that hosts the teleservice software application. This server acts as a mediator between the teleservice representative's simple terminal equipment and the complex infrastructure requirements, centralizing maintenance and support functions at the server location while allowing representatives to work remotely with minimal local equipment.
Solution Approach 2:
The patent extracts the complex software application and infrastructure requirements from the remote representative's location and relocates them to a centralized server. This separation allows the representative to use simple, easy-to-maintain equipment at home while the complex components are maintained in a controlled central environment.
2Productivity
If multiple calls are set up for each customer interaction, then customer service is provided, but call setup fees and time consumption increase
Solution Approach 1:
The patent implements a session management mechanism that maintains a continuous communication session between the teleservice representative and multiple customers. Instead of disconnecting and reconnecting for each customer, the system keeps the representative's line open and manages multiple customer interactions within a single persistent session, eliminating repeated call setup overhead.
Solution Approach 2:
The patent combines multiple customer call management operations into a single unified session. The system merges the setup, management, and teardown of multiple customer interactions into one continuous session, allowing the representative to switch between customers without ending and restarting calls, thereby reducing setup fees and time.
Data Source
AI summary
A system and method to provide telephonic teleservices management is provided. The system may comprise a session management module used to establish a session with an agent via a telephone of the agent. An agent management module may manage a work state of the agent within a plurality of sequential calls between the agent and a plurality of customers. During the session, the connection with the agent remains established between each of the sequential calls. A hub management module manages a call hub during a call of the plurality of sequential calls between the agent and a customer of the plurality of customers.