WebRTC Contact Center Voice and Data Channel Integration
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Solution Overview
Problem
Contact centers face inefficiencies in call processing due to confusion with voice-based IVR systems, leading to delays and abandoned calls, and high costs associated with maintaining PSTN lines for voice communication.
Innovation Solution
A web browser-based communication system that establishes a voice communication channel and a supplemental data channel, using WebRTC to connect users with contact center agents, allowing for text-based chat, screen sharing, and data exchange, which simplifies routing and reduces operational costs by leveraging internet connections.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If voice-based IVR systems are used for call routing, then call routing capability is provided, but call processing efficiency deteriorates due to user confusion and delays
Solution Approach 1:
The patent introduces a supplemental data channel as an intermediary between the user and the contact center system. This channel delivers visual menu options and routing information to the user's browser, serving as a mediator that translates complex voice-based IVR interactions into simple visual selections, thereby maintaining routing capability while eliminating user confusion and delays
Solution Approach 2:
The patent adds a visual dimension to the traditional voice-only IVR interaction by establishing a supplemental data channel that transports graphical menu options to the user's browser. This transforms the one-dimensional voice interaction into a two-dimensional experience combining audio and visual channels, enabling users to see and click menu options rather than navigating complex voice menus
2Reliability
If PSTN lines are used for voice communication, then reliable voice communication is provided, but operational costs increase
Solution Approach 1:
The patent makes the data channel multi-functional by using it for both data exchange (menu delivery, form submission) and voice communication transport. The supplemental data channel carries voice data packets alongside control information, eliminating the need for dedicated PSTN lines while maintaining reliable voice communication through the internet infrastructure
Solution Approach 2:
The patent creates a virtual copy of the traditional telephony infrastructure by establishing communication channels over the internet that replicate PSTN functionality. Instead of physical phone lines, the system uses data network connections that mimic voice communication behavior, providing the same service through a lower-cost infrastructure
3Device complexity
If voice-only communication channels are used, then simple communication is provided, but user engagement deteriorates due to lack of integrated data exchange
Solution Approach 1:
The patent merges previously separate communication channels (voice channel and data channel) into a unified communication system. The supplemental data channel is logically associated with the voice channel, allowing simultaneous voice conversation and data exchange (menu selection, form submission, information display) through a single integrated browser-based interface
Solution Approach 2:
The supplemental data channel serves multiple functions: delivering visual menu options, transporting form submissions, displaying information to users, and carrying voice data packets. This multi-functional channel replaces multiple separate systems while enhancing user engagement through integrated interaction capabilities
Data Source
AI summary
A method for connecting a website user to a contact center includes: establishing a communication channel between a user and an agent of the contact center, the communication channel comprising a voice communication channel; establishing a supplemental channel between the user and the contact center for exchanging data between the user and the contact center; and storing the data exchanged in the supplemental channel in association with the communication channel.