Internet-Based VoIP Contact Center Architecture
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Solution Overview
Problem
Conventional contact centers require significant infrastructure and high costs to support telecommuting agents, limiting the scalability and efficiency of call center operations despite advancements in communication systems.
Innovation Solution
An Internet-based contact processing system that uses a server, router, database, real-time engine, conference controller, and computer telephone interface to establish voice connections between clients and agents via VoIP or PSTN, allowing agents and clients to be located anywhere and reducing infrastructure needs by distributing system elements across multiple locations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If agents telecommute through ISDN connections, then the pool of available agents increases, but the infrastructure cost remains prohibitively high
Solution Approach 1:
The patent replaces the traditional mechanical telecommunication infrastructure (ISDN connections, physical call center sites) with an Internet-based VoIP system. Agents can access the contact center through standard internet connections from any location, eliminating the need for expensive dedicated telecommunication infrastructure and physical office spaces while expanding the pool of available agents.
Solution Approach 2:
The system uses universal internet connectivity as the foundation for all communications, allowing agents to access the contact center from diverse locations using standard internet connections rather than dedicated ISDN lines. This universal approach enables multi-functionality where the same infrastructure supports voice, data, and messaging operations.
2Device complexity
If contact centers are segregated to one or a few sites, then supervision of agents is simplified and infrastructure cost is reduced, but agent availability and flexibility are limited
Solution Approach 1:
The patent transitions from a geographical segmentation model (agents physically located at specific contact center sites) to a network-based model where agents can be distributed across any location with internet access. This dimensional shift from physical to network-based coordination enables agent availability anywhere in the world while maintaining centralized system management.
Solution Approach 2:
The internet serves as an intermediary that connects agents and clients regardless of their physical locations. The VoIP system and communication server act as intermediaries that facilitate communication between geographically dispersed agents and customers, enabling flexible agent placement without increasing infrastructure complexity.
3Reliability
If conventional call center infrastructure is used, then voice connection quality is maintained, but scalability and cost-effectiveness are compromised
Solution Approach 1:
The patent changes the fundamental parameters of voice transmission from circuit-switched ISDN connections to packet-switched VoIP over the internet. This parameter change enables better scalability and cost-effectiveness while maintaining acceptable voice quality through compression algorithms and quality of service mechanisms inherent in modern VoIP systems.
Data Source
AI summary
A method and apparatus are provided for setting up a voice call between a client and one of a plurality of agents of an organization. The method includes the steps of detecting a contact request associated with the client determining a communication system address of the client based upon the detected contact request transferring a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents selecting an agent of the plurality of agents and forming a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent.