18156500. Programmable Contact Center Device simplified abstract (Zoom Video Communications, Inc.)

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Programmable Contact Center Device

Organization Name

Zoom Video Communications, Inc.

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 18156500 titled 'Programmable Contact Center Device

The abstract of this patent application describes a system that assigns a set of actions to a programmable button on a contact center device used by a contact center agent. These actions correspond to a workflow related to interactions between the agent and a user. The system can activate the assigned actions when the device is turned on or connected to a network. By selecting the programmable button, the system can trigger the workflow by sending 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 are part of a workflow for interactions between a contact center agent and a user.
  • Actions are activated when the device is turned on or connected to a network.
  • The workflow can be initiated by selecting the programmable button and transmitting information to the agent device.

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: - Increased productivity for agents - Faster resolution of customer issues - Improved overall efficiency in contact center operations

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

Questions about the technology: 1. How does this system improve the efficiency of contact center agents? 2. What are the potential cost-saving benefits for companies implementing this technology?

Frequently Updated Research: Stay updated on the latest advancements in contact center technology and workflow automation to enhance customer service experiences and agent productivity.


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.

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