Workspace Routing Connector for Client-Side CRM Integration
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Solution Overview
Problem
Existing contact center systems face challenges in seamlessly integrating customer relationship management (CRM) applications across different platforms and devices, leading to inefficiencies in data exchange and communication during customer interactions, particularly in real-time scenarios.
Innovation Solution
A system and method for contact center data integration that utilizes a workspace routing connector application to execute on client computing devices, enabling the selection and display of CRM applications and scripts, and establishing a client-side integration channel for real-time communication between CRM applications and the contact toolbar, bypassing server-to-server communication.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If server-to-server communication is used for CRM application integration, then system stability is improved, but device complexity and communication overhead increase
Solution Approach 1:
The patent introduces a client-side integration channel that acts as an intermediary between CRM applications and the contact toolbar, eliminating the need for complex server-to-server communication. This integration channel enables direct local communication on the client device, reducing architectural complexity while maintaining reliable data exchange through a simplified peer-to-peer approach within the client environment.
2Productivity
If real-time data exchange is implemented between CRM applications, then customer interaction management is improved, but network bandwidth consumption increases
Solution Approach 1:
The patent segments the data exchange architecture by implementing a client-side integration channel that handles real-time communication locally between CRM applications and the contact toolbar. This segmentation allows real-time data exchange to occur on the client device without requiring continuous network communication, thereby maintaining high productivity while significantly reducing network bandwidth consumption by limiting network traffic to only essential updates.
3Adaptability or versatility
If multiple CRM applications are integrated on client devices, then adaptability is improved, but system resource consumption increases
Solution Approach 1:
The patent implements a universal client-side integration channel that can accommodate multiple different CRM applications through a single standardized interface. This multi-functional integration channel allows various CRM applications to communicate with the contact toolbar using the same mechanism, thereby improving adaptability and versatility while avoiding the need for separate integration solutions for each application, which would increase resource consumption.
4Speed
If client-side integration channel is established, then communication speed is improved, but device processing load increases
Solution Approach 1:
The patent implements a self-service client-side integration channel where the integration mechanism automatically manages data exchange between CRM applications and the contact toolbar without requiring intensive external processing. The integration channel handles data routing, formatting, and communication protocols autonomously, thereby achieving high communication speed while minimizing the additional processing load on the client device through efficient automated operations.
Data Source
AI summary
Systems and methods of contact center data integration with customer relationship management (CRM) applications on client computing devices in contact center environments are provided. A workspace routing connector application, responsive to an actuation command, can integrate the contact center enterprise with the different enterprise. A configuration component of the workspace routing connector application can select a contact center parameter from a contact center enterprise server. The workspace routing connector application can display, in a graphical user interface, an available CRM application and a CRM script based on the contact center parameter, and can receive an indication of selection of the CRM application. Responsive to selection of the CRM application, the CRM script can provide, from the contact center enterprise server via the computer network, for display by a client computing device in a contact center environment, contact center data related to the contact center parameter.