INTERMEDIARY DEVICE FOR DATA MESSAGE NETWORK ROUTING AND ENHANCEMENT IN A CONTACT CENTER ENVIRONMENT

• US 20170230505A1
• Filed: 01/20/2017
• Published: 08/10/2017
• Est. Priority Date: 02/04/2016
• Status: Active Grant

• Current Assignee: Virtual Hold Technology Solutions, LLC
• Original Assignee: TEN DIGIT Communications LLC
• Inventors: McCarthy-Howe, Thomas Spencer, Brandt, Gary George
• Granted Patent: US 10,455,090 B2
• Time in Patent Office: Days
• CPC Class Codes: H04L 51/08 Annexed information, e.g. attachments
• CPC Class Codes: H04L 51/18 Commands or executable codes
• CPC Class Codes: H04M 2201/22 Synchronisation circuits
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/0042 where the data service is a text-based messaging service H04M7/0054 takes precedence

Abstract

An intermediary device to enhance and route data messages between end user and contact center agent computing devices in a contact center environment is provided. The intermediary device can be disposed in a data communication path of a contact center between an electronic communications network and a contact center agent computing device. The intermediary device can include a data message replication mechanism, a data message aggregator mechanism, or a data message analysis mechanism. The intermediary device can receive a data message. The data message replication mechanism can intercept and replicate the data message to generate a replicated data message. The data message analysis mechanism can generate, from the replicated data message, derivative content. The data message aggregator mechanism can combine the derivative content with the data message to create an enhanced data message that can be provided to the contact center agent computing device in the contact center environment.

Claims

1. An intermediary device that enhances data messages between end user client computing devices and contact center agent computing devices in a contact center environment, comprising:

an intermediary device disposed in a data communication path of a contact center between an electronic communications network and a contact center agent computing device, the intermediary device including at least one of a data message replication mechanism, a data message aggregator mechanism, and a data message analysis mechanism;

the intermediary device to receive via the electronic communications network, a data message having a characteristic;

the data message replication mechanism to intercept the data message and to replicate the data message to generate a replicated data message, the replicated data message having the characteristic;

the data message analysis mechanism to generate, from the replicated data message and based on the characteristic, derivative content;

the data message aggregator mechanism to combine the derivative content with the data message to create an enhanced data message; and

the intermediary device to provide the enhanced data message to the contact center agent computing device in the contact center environment for display by the contact center agent computing device.

2. The intermediary device of claim 1, comprising:

the data message analysis mechanism to determine, based on the characteristic, an attribute corresponding to a client computing device; and

the intermediary device to provide an indication of the attribute to at least one of the contact center agent computing device and a control computing device of the contact center.

3. The intermediary device of claim 1, comprising:

the intermediary device to update a session storage unit with a data structure that indicates a skill set corresponding to the contact center agent computing device.

4. The intermediary device of claim 1, comprising:

the intermediary device to tag the replicated data message with a unique identifier that indicates a source of the data message.

5. The intermediary device of claim 1, wherein the data message is a first data message, comprising:

the data message analysis mechanism to generate the derivative content indicating to at least one of a sentiment, an emotion, a topic area, end user consent, intent, a relationship to a second data message, a suggested contact center agent computing device, and subject matter of the first data message.

6. The intermediary device of claim 1, wherein the data message is a first data message received by the intermediary device from the contact center agent computing device and the derivative content is first derivative content, comprising:

the data message replication mechanism to receive a control data message from the contact center agent computing device, the control data message generated responsive to the first data message;

the intermediary device to receive a second data message and to generate second derivative content corresponding to the second data message, the second derivative content corresponding to a topic indicated by the control message; and

the intermediary device to provide the second data message and the second derivative content to the contact center agent computing device.

7. The intermediary device of claim 1, comprising:

the intermediary device to receive, from a control computing device of the contact center, a control data message for the data message;

the data message aggregator mechanism to include the control data message with the data message; and

the intermediary device to provide the control data message with the data message to at least one of the contact center agent computing device of the contact center and the data message analysis mechanism.

8. The intermediary device of claim 1, comprising:

the intermediary device to receive, from at least one of the contact center agent computing device and a control computing device of the control center, a control data message.

9. The intermediary device of claim 8, comprising the intermediary device to:

generate the derivative content responsive to the control data message;

provide the enhanced data message including the derivative content and the data message to the contact center agent computing device;

receive, from the contact center agent computing device, a response data message; and

provide the response data message without the derivative content to a client computing device.

10. The intermediary device of claim 1, comprising the intermediary device to:

provide the enhanced data message including the derivative content and the data message to the contact center agent computing device;

receive, from the contact center agent computing device, a response data message; and

provide the response data message without the derivative content to a client computing device.

11. The intermediary device of claim 1, wherein the data replication mechanism includes a tee connector.

12. The intermediary device of claim 1, comprising:

the data message analysis mechanism to receive, from at least one of the contact center agent computing device and a control computing device, a control data message.

13. The intermediary device of claim 1, wherein the data message is a first data message and the derivative content is first derivative content, comprising:

the intermediary device configured to receive, from the contact center agent computing device, subsequent to display of the enhanced data message at the contact center agent computing device, a text based control data message responsive to the first data message; and

the intermediary device configured to identify second derivative content for a second data message based on the text based control data message.

14. The intermediary device of claim 13, wherein the data message aggregator mechanism modifies the second data message to include the second derivative content.

15. The intermediary device of claim 1, comprising:

the intermediary device configured to provide the enhanced data message for display by a display of the contact center agent computing device as part of a display card having defined borders within the display of the contact center agent computing device, in juxtaposition with a plurality of additional display cards; and

at least one of the intermediary device and the contact center agent computing device configured to control display of the display card and the plurality of additional display cards so as not to overlap with each other in the display.

16. A system that enhances data messages between end user client computing devices and contact center agent computing devices in a contact center environment, comprising:

an intermediary device, a data message replication mechanism, a data message aggregator mechanism, and a data message analysis mechanism;

the intermediary device disposed in a data communication path for a contact center between an electronic communications network and a contact center agent computing device;

the intermediary device to receive via the electronic communications network, a data message having a characteristic;

the data message replication mechanism to intercept the data message and to replicate the data message to generate a replicated data message, the replicated data message having the characteristic;

the data message analysis mechanism to generate, from the replicated data message and based on the characteristic, derivative content;

the data message aggregator mechanism to combine the derivative content with the data message to create an enhanced data message; and

the intermediary device to provide the enhanced data message to the contact center agent computing device for display by the center agent computing device.

17. The system of claim 16, comprising:

the data message analysis mechanism to receive, from at least one of the contact center agent computing device and a control computing device, a control data message.

18. The system of claim 16, comprising:

the intermediary device to receive, from a control computing device of the contact center, a control data message for the replicated data message;

the data message aggregator mechanism to include the control data message with the replicated data message; and

the intermediary device to provide the control data message with the replicated data message to the contact center agent computing device of the contact center.

19. A method of enhancing data messages routed between end user client computing devices and contact center agent computing devices in a contact center environment, comprising:

providing an intermediary device in a contact center environment, the intermediary device disposed in a data communication path of a contact center between an electronic communications network and a contact center agent computing device, the intermediary device including at least one of a data message replication mechanism, a data message aggregator mechanism, and a data message analysis mechanism;

receiving, by the intermediary device via the electronic communications network, from a client computing device, a data message having a characteristic;

intercepting, by the data message replication mechanism, the data message to generate a replicated data message, the replicated data message having the characteristic;

generating, by the data message analysis mechanism, from the replicated data message and based on the characteristic, derivative content;

combining, by the data message aggregator mechanism, the derivative content with the data message to create an enhanced data message; and

providing, by the intermediary device, the enhanced data message to the contact center agent computing device for display by the contact center agent computing device.

20. The method of claim 19, comprising:

receiving, by the data message analysis mechanism, from at least one of the contact center agent computing device and a control computing device, a control data message.