Programmable Contact Center Device

Organization Name

Inventor(s)

Alejandro Paiuk of West Hartford CT (US)

Programmable Contact Center Device - A simplified explanation of the abstract

This abstract first appeared for US patent application 20240251037 titled 'Programmable Contact Center Device

The abstract describes a system that assigns a set of actions to a programmable button on a contact center device used by an agent. These actions correspond to a workflow related to interactions between a user and the agent. The system can initiate the workflow by transmitting information from the contact center device to the agent device.

The system assigns actions to a programmable button on a contact center device.
The actions correspond to a workflow for interactions between a user and an agent.
The workflow can be initiated by pressing the programmable button.
Information is transmitted from the contact center device to the agent device to trigger the actions.
The system may assign actions based on device activation or network connection.

Potential Applications: - Contact center operations - Customer service interactions - Workflow automation in call centers

Problems Solved: - Streamlining contact center workflows - Improving agent efficiency - Enhancing customer experience

Benefits: - Faster response times - Consistent workflow execution - Improved agent productivity

Commercial Applications: Title: "Enhancing Contact Center Efficiency with Programmable Buttons" This technology can be used in various industries such as telecommunications, e-commerce, and healthcare to optimize customer service operations and improve overall efficiency.

Prior Art: Researchers can explore existing patents related to contact center automation, programmable devices, and workflow management systems to understand the evolution of this technology.

Frequently Updated Research: Stay informed about advancements in contact center technology, customer service automation, and user experience design to enhance the functionality of programmable buttons in contact center devices.

Questions about the Technology: 1. How does the system determine which actions to assign to the programmable button? 2. Can the programmable button be customized by individual agents for specific workflows?

Original Abstract Submitted

a system may assign a set of one or more actions to a programmable button of a contact center device connected to an agent device of a contact center agent. the set of one or more actions may correspond to a workflow associated with a contact center engagement between a contact center user and the contact center agent. the set of one or more actions may be assigned based on at least one of activating the contact center device or connecting the contact center device to a network. the system may initiate, based on a selection of the programmable button, the workflow by transmitting, from the contact center device to the agent device, information configured to cause the agent device to perform the set of one or more actions.