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System and method for providing dynamic elasticity of contact center resources

A contact center, dynamic resiliency technology, used in automatic exchanges, instruments, subscriber special services, etc., to solve problems such as increasing delays in successfully deploying contact centers

Active Publication Date: 2015-08-05
GREENEDEN U S HLDG II LLC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Apart from programming, the identification of the business logic itself can be a daunting task for entities unfamiliar with call centers and their installation
Much research is required before this business logic can be identified, further adding to the delay in a successful contact center deployment

Method used

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  • System and method for providing dynamic elasticity of contact center resources
  • System and method for providing dynamic elasticity of contact center resources
  • System and method for providing dynamic elasticity of contact center resources

Examples

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Embodiment Construction

[0051] Generally speaking, embodiments in accordance with the present invention relate to a system and method for providing contact center services to different business entities, which system and method allow enterprises to quickly configure and adjust their contact center operations without requiring highly skilled IT personnel Or acquire a lot of hands-on knowledge up front to run or build their contact center. According to one embodiment, the system provides a library containing different routing logic templates, which contains a wide range of different routing strategies, so that each specific business entity can be configured from Pick and choose in the routing policy. Templates can be used as building blocks for rapid configuration and deployment of contact centers. Templates can be interfaced with other sub-templates based on the level of customization or complexity to suit the business use of the contact center. In this way, even non-IT professionals can quickly com...

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Abstract

A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

Description

technical field [0001] The present invention relates to a system and method for providing dynamic resilience of contact center resources. Background technique [0002] It makes perfect sense to help companies be as efficient and successful as possible with their contact center operations. However, for new contact centers, one item that takes time to implement is the business logic for call routing. Typically, a contact center's routing policy is coded for a contact center based on specific contact center needs. After months and months of coding, debugging and testing by professional programmers, the software is deployed at the contact center premises. Any changes to this routing strategy required reprogramming and redeployment of the source code, adding further delays to deployment to contact center operations. [0003] Before any programming of the routing strategy is complete, the contact center must determine what is the best implementation for that particular contact ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F9/44G06F11/30
CPCH04M2201/42H04M2203/408H04M2203/355H04M3/5233H04M3/523H04M3/51G06Q10/0631H04M2201/54H04M3/5232H04M3/5175H04M2203/402G06F2009/45575G06F9/45558G06F2009/4557
Inventor V·扎科夫P·马加戈恩H·W·A·里斯托克
Owner GREENEDEN U S HLDG II LLC
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