WebRTC Telephony Integration for Seamless Customer Journey Tracking
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Solution Overview
Problem
Current telephony solutions, including PSTN and SIP connections, require user registration and central authority authorization, leading to media breaks and incomplete customer journey tracking, especially when establishing phone calls from websites, as they often disrupt the user's browsing experience and lack flexibility in value-added services like billing.
Innovation Solution
A device and method for anonymous IP telephony that allows a 1-click call setup using WebRTC and SIP protocols, enabling peer-to-peer connections without prior registration, integrated with payment gateways for flexible tariffing and seamless customer journey tracking.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional telephony solutions (PSTN, SIP) are used, then reliable communication connection is established, but user registration and central authority authorization are required, causing media breaks and incomplete customer journey tracking
Solution Approach 1:
The patent extracts the registration and authorization functions from the communication establishment process. WebRTC enables direct peer-to-peer connections without requiring users to register with a central authority, removing this barrier while maintaining connection reliability through the signaling server's role in facilitating the connection without managing user credentials.
Solution Approach 2:
The signaling server acts as an intermediary that facilitates connection establishment without requiring user registration. It enables the exchange of connection parameters between peers and then steps back, allowing direct communication while maintaining the ability to track customer journeys through web-based integration.
2Ease of manufacture
If telephone number is displayed as classic continuous text or tel link, then simple display is achieved, but click action does not trigger intended behavior and may cause media break
Solution Approach 1:
The patent merges the telephony function directly into the web browser environment using WebRTC. Instead of triggering external dialer applications through tel links, the communication capability is integrated within the browser, allowing the click action to initiate a call without leaving the web page and causing media breaks.
Solution Approach 2:
The web browser is given multi-functionality by integrating WebRTC capabilities directly into it. The browser not only displays web content but also handles real-time audio communication, eliminating the need for separate dialer applications and ensuring consistent behavior across different devices and operating systems.
3Ease of operation
If dial app is opened to establish connection, then phone call can be made, but screen is superimposed and customer journey data is lost
Solution Approach 1:
The web browser is given multi-functionality by integrating WebRTC capabilities directly into it. The browser not only displays web content but also handles real-time audio communication, eliminating the need for separate dialer applications and ensuring consistent behavior across different devices and operating systems.
Solution Approach 2:
The patent maintains the continuity of the customer journey by keeping the user within the web browser environment throughout the call establishment process. The browsing session remains active and uninterrupted, allowing continuous tracking of customer behavior and data collection without gaps that would occur with external application transitions.
Data Source
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AI summary
A device (310) for retrieving a web page from a web server (320) and for establishing a communication link is provided. The device (310) comprises a transmission-reception interface (312) which is designed to request the transmission of the web page from the web server (320) and is designed to receive the web page from the web server (320). Furthermore, the device (310) comprises an output module (314) which is designed to provide the web page to the user (305), wherein the output module (314) also indicates to the user (305) that there is the option of establishing a communication link, the communication link being an audio connection or an audio-video connection or a video connection. In addition, the device (310) comprises an input interface (316) which is designed to receive an input from the user (305) by means of which the user (305) indicates that the communication link is to be established. Furthermore, the device (310) comprises a processor module (318) which is designed to generate a connection establishment message which requests the establishment of a communication link with a communications unit (350). The transmission-reception interface (312) is designed to transmit the connection establishment message to a switching center (330). Furthermore, the transmission-reception interface (312) is designed to transmit audio data or audio and video data or video data to the communications unit (350) and to receive audio data or audio and video data or video data from the communications unit (350) after the connection establishment message has been transmitted.