Virtual Mobile Device Emulation in Web-Based CRM Interfaces
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Solution Overview
Problem
User interfaces for CRM applications integrated with texting features are not intuitive for users, requiring training due to their dissimilarity from familiar mobile device interfaces.
Innovation Solution
A virtual mobile device is emulated within a web-based application, providing an integrated user interface that mirrors the functions and interface of a hardware mobile device, including text messaging, voice dialing, and video calling, to create a familiar and intuitive experience.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a text-based interface is used for CRM applications, then the application can operate within a web browser, but the interface is not intuitive and requires user training
Solution Approach 1:
The patent creates a virtual mobile device that replicates the familiar interface and functions of a physical mobile phone within the web browser. This virtual device copies the look, feel, and operational patterns of real mobile devices, allowing users to interact with CRM applications through a familiar touchscreen interface rather than a traditional text-based web interface, thereby maintaining web browser compatibility while dramatically improving user intuitiveness
Solution Approach 2:
The virtual mobile device serves multiple functions simultaneously: it provides a familiar mobile device interface for user interaction, enables CRM application functionality, supports communication features, and operates within the web browser environment. This multi-functionality resolves the contradiction by making the interface adaptable to different usage contexts while maintaining ease of operation through a universal mobile device paradigm
2Device complexity
If traditional text-based interfaces are used, then integration with web browsers is achieved, but user training is required due to unfamiliarity
Solution Approach 1:
By copying the familiar mobile device interface into the web browser environment, the patent eliminates the need for user training. Users already know how to interact with mobile device interfaces through everyday use, so replicating this familiar paradigm within the browser removes the learning curve associated with traditional text-based interfaces while maintaining integration capabilities
3Ease of operation
If a virtual mobile device is emulated, then user familiarity and intuitiveness are improved, but system complexity increases
Solution Approach 1:
The virtual mobile device acts as an intermediary layer between the user and the CRM application system. This intermediary provides the familiar mobile device interface that users find intuitive while handling the complexity of web browser integration and CRM functionality in the background. The virtual device mediates between user expectations and system requirements, improving ease of operation without exposing users to the underlying system complexity
Data Source
AI summary
Implementations of the disclosed subject matter provide outputting an integrated interface to be displayed in a browser including a text-based interface of an application and an interface for a virtual mobile device separate from the text-based interface, where the virtual mobile device emulates operations and a user interface of a specific type of hardware mobile device. An indication of a communication may be received from a mobile device. A customer name associated with the mobile device may be obtained based on at least one of a certificate that includes the customer name retrieved by the server from a third party server, and a database record that includes the customer name that is retrieved by the server from a database. The obtained customer name may be displayed on the virtual mobile device portion of the integrated interface in association with the communication from the mobile device of the customer.