20240022494. SYSTEM AND METHOD FOR TESTING REAL-TIME COMMUNICATIONS BETWEEN BROWSERS AND CONTACT CENTERS simplified abstract (Cyara Solutions Pty Ltd)

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SYSTEM AND METHOD FOR TESTING REAL-TIME COMMUNICATIONS BETWEEN BROWSERS AND CONTACT CENTERS

Organization Name

Cyara Solutions Pty Ltd

Inventor(s)

Geoff Willshire of Greenslopes (AU)

SYSTEM AND METHOD FOR TESTING REAL-TIME COMMUNICATIONS BETWEEN BROWSERS AND CONTACT CENTERS - A simplified explanation of the abstract

This abstract first appeared for US patent application 20240022494 titled 'SYSTEM AND METHOD FOR TESTING REAL-TIME COMMUNICATIONS BETWEEN BROWSERS AND CONTACT CENTERS

Simplified Explanation

The patent application describes a system and method for operating and testing real-time communications between web browsers and contact centers. The system includes an operator network, a cloud contact center, a cloud contact center agent application, and a synthetic software agent. The synthetic agent is composed of agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers. The synthetic agent is capable of performing automated end-to-end communication testing, particularly focusing on voice quality, by controlling and monitoring the audio channels of the browser communication session.

  • The system enables real-time communications between web browsers and contact centers.
  • It includes a synthetic software agent that can perform automated end-to-end communication testing.
  • The synthetic agent controls and monitors the audio channels of the browser communication session.
  • The system utilizes agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers.
  • The focus of the testing is on voice quality.

Potential applications of this technology:

  • Contact centers can use this system to ensure the quality of their real-time communications with customers.
  • Web browsers can integrate this system to enhance their communication capabilities with contact centers.
  • Companies providing cloud contact center solutions can incorporate this system to offer comprehensive testing and monitoring features.

Problems solved by this technology:

  • Ensures the quality of real-time communications between web browsers and contact centers.
  • Provides automated end-to-end communication testing, particularly focusing on voice quality.
  • Enables efficient monitoring and control of audio channels during browser communication sessions.

Benefits of this technology:

  • Improved voice quality in real-time communications.
  • Enhanced testing and monitoring capabilities for contact centers.
  • Streamlined communication between web browsers and contact centers.


Original Abstract Submitted

a system and method for operating and testing real-time communications between web browsers and contact centers, comprising an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, injected api shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. in order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.

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