Thick Client Queuing Framework for Flexible Contact Center Updates
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing contact center software frameworks face inefficiencies due to the need for significant and costly software changes when integrating external communication services and tools, and thick client applications require uncoordinated and inefficient decentralized software updates.
Innovation Solution
A thick client framework with a container application image and queuing and communication services distributed across client devices, interfacing with internal and external systems to support a common queuing framework and integrated model implementation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If thick client applications are used in contact centers, then functionality and access to native operating system features are improved, but software updates become uncoordinated and inefficient
Solution Approach 1:
The contact center software is divided into centralized server components and distributed client components. The server handles core functionality including queuing, routing, and service provider integration, while clients receive standardized interface definitions. This segmentation allows independent updates of server components without requiring coordinated updates across all client devices, resolving the software update efficiency problem while maintaining full functionality.
Solution Approach 2:
An interface definition system acts as an intermediary between the centralized server and distributed clients. The interface definitions serve as a contract that allows the server to evolve and update independently while clients automatically adapt to new interface versions. This mediator layer enables uncoordinated updates to propagate efficiently across the distributed system while maintaining compatibility.
2Adaptability or versatility
If external communication services and third-party tools are integrated, then contact center functionality is enhanced, but significant and costly software changes are required
Solution Approach 1:
The system employs a universal interface definition framework that can accommodate multiple external communication services and third-party tools through a common architecture. Service provider interfaces are defined in a standardized manner, allowing different external services to be integrated without requiring fundamental software changes. This universal approach enables the contact center to adapt to new services while maintaining a consistent integration pattern.
Solution Approach 2:
The interface definitions are designed to be dynamic and adaptable rather than static. The system can automatically generate and update interface definitions based on the specific external services being integrated. This dynamic approach allows the contact center to incorporate new communication services and tools without requiring significant manual software changes, as the interface layer adapts automatically to accommodate different service providers.
3Productivity
If thin client applications are used, then software update efficiency is improved, but functionality and ability to interact with native operating system features are limited
Solution Approach 1:
The system implements a partial thick client approach where clients have access to native operating system features only when necessary for specific contact center functions. The core contact center functionality runs as a standardized thin client that updates efficiently, while optional native feature access is provided through the interface definition framework. This partial approach maintains software update efficiency while providing enhanced functionality where needed.
Data Source
AI summary
Various techniques described herein relate to a client application framework for a contact center environment. A role-specific thick client framework may include a web browser-based application having multiple processes that can be distributed across the computing infrastructure of the client device. A portion of the framework may include a container application image received from an internal server of the contact center and launched by the client device. The framework also may include queuing and communication services executing on the client device, which interface with the internal client application and external service providers to support a common queuing framework and an integrated model implementation across the contact center environment.