Visual Programming System for Contact Center Workflow Integration
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Solution Overview
Problem
Existing contact center technologies face challenges in integrating CRM systems with interaction workflows, requiring specialized programming skills and resulting in inefficient data access, costly development cycles, and poor customer service experiences due to fragmented data systems and complex hardware and software configurations.
Innovation Solution
A visual programming system that allows non-technical users to create executable interaction workflows for contact centers, using a processor and memory to present a visual programming environment where users can select and link activities for data-driven screen pops and workflows, simplifying data integration and reducing the need for skilled programmers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of manufacture
If traditional programming methods are used to integrate CRM systems with contact center systems, then data integration can be achieved, but specialized programming skills are required and development cycles become lengthy and costly
Solution Approach 1:
The patent introduces a visual programming environment as an intermediary layer between end-users and the complex CRM-contact center system integration. This environment provides drag-and-drop activity templates that automatically generate the necessary integration logic, eliminating the need for users to directly program complex system interactions while still achieving full data integration between CRM and contact center systems
Solution Approach 2:
The patent replaces traditional mechanical programming processes with a visual, event-driven programming model. Instead of writing code manually, users configure workflows by selecting and configuring activity templates visually, which automatically translate into system integration logic. This substitution eliminates the need for specialized programming skills while maintaining integration capabilities
2Productivity
If specialized programmers are used to create interaction workflows, then data integration can be achieved, but development time and costs increase significantly
Solution Approach 1:
The patent pre-configures common interaction workflow scenarios as reusable activity templates (e.g., screen pop activities, data retrieval activities, notification activities). These templates contain pre-defined logic for common CRM-contact center integrations, allowing users to deploy workflows quickly by simply configuring template parameters rather than programming from scratch. This preliminary preparation dramatically reduces development time while maintaining integration sophistication
Solution Approach 2:
The patent enables rapid workflow deployment through parameter-based configuration instead of code-based definition. Users can modify workflow behavior by changing parameters within templates (such as data source selections, display formats, and routing rules) rather than rewriting integration logic. This parameter-driven approach allows quick adaptation and deployment across different scenarios without requiring programming expertise
3Adaptability or versatility
If complex hardware and software configurations are used in contact centers, then system functionality can be enhanced, but data access becomes limited and requires high-level programming knowledge
Solution Approach 1:
The patent segments the complex contact center system into discrete, manageable activity templates that can be independently configured and combined. Each template represents a specific functional unit (e.g., retrieve customer data, display screen pop, send notification) with well-defined inputs and outputs. This segmentation allows users to access and configure specific data access functions without needing to understand the entire complex system architecture
Solution Approach 2:
The patent creates universal activity templates that can function across multiple system configurations and data sources. A single template type (such as a data retrieval activity) can work with different CRM systems, contact center platforms, and data formats through configurable parameters. This universality enables users to access diverse data sources and perform multiple functions using the same template framework, eliminating the need for specialized programming knowledge for each configuration
Data Source
AI summary
A method, apparatus and system for achieving visual programming of interaction workflows for customer contact centers which eliminates the need for skilled computer telephony interaction programmers to program the screen pops and workflows that are presented to live-agent customer service representatives in a contact center. Further, the disclosed method and apparatus enables integration of contact information from omni-channel systems, as well as customer relationship management (“CRM”) data, data collected from interactive voice response (“IVR”) systems, and data pulled from third-party databases, into the screen pops and workflows in a way that is agnostic as to the type or protocol of the PBX switch, the IVR system and the CRM system utilized by a particular call center, by facilitating a level of abstraction and data flow between and among these components.