Note: Descriptions are shown in the official language in which they were submitted.
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System, Computer Program and Method for Enabling Individual Client Users
to Recruit, Connect to, and Manage a Remote Workforce Through a Shared
Network
Field of the Invention
This invention relates in general to methods and technologies that
enable the management of a plurality of individuals to engage in structured
service communications. More specifically, this invention relates to a system,
computer program and method that enables individual Client Users to recruit,
manage and pay their own remote agent workforce for the purpose of
engaging in structured service communications.
Backeround of the Invention
1,5
Call centers have become widespread. Many businesses use
individuals working in the context of a call center to handle telephone calls,
emails, faxes or other communications that arise in the course of the
operation of the business. The nature of these communications can vary
greatly. They may involve customer orders, customer complaints, product
returns, support of a product, and so on. All of these communications are
referred to in this disclosure generally as "service communications".
These service communications are usually relatively structured. For
example, many businesses want the individuals handling the service
communications (usually referred to as "agents") to have specific background
information on a product or service; to commence the service communication
in a particular way; to conduct the service communication in accordance with
a particular order; to respond to specific customer questions or concerns in a
particular way, usually based on scripted responses; to follow a particular
workflow, for example, regarding escalation of complaints to a service
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manager; and so on. This is what is meant when the disclosure refers to the
fact that the service communications are "structured".
There are a number of prior art technologies that enable the
management of the engagement of agents in service communications in a call
center context. A call center usually denotes a specific physical location in
which a plurality of personnel are engaged in providing service
communication services to one or more clients.
There are numerous advantages to utilizing "remote agents" for service
communication purposes. "Remote agents" are not usually located in a call
center facility and therefore provide the savings of the relatively
significant
overhead usually involved in providing call centers. "Remote agents" often
work out of their homes and are not employees. This enables the provider of
the service communications, i.e the business providing access to a network
of "remote agents" (usually referred to as the service provider in this
disclosure) to provide work flexibility to "remote agents" in exchange for
lower
wages. This in turn enables the service provider to share the benefit of the
lower wages with the clients, and also to improve the cost structure of the
service provider. An added benefit of a network of "remote agents" is that the
"remote agents" will not usually unionize.
Prior art solutions exist for creating a network of remote agents, and
enabling the management of remote agents via a central network for the
effective provision of service communications to clients. For example, U.S.
Patent 6,320,966, issued on November, 2001to Cherry, generally describes
method of automatic call distribution (ACD) service to one or more remotely
located agents trained to service calls for a plurality of client call
centers,
comprising the steps of receiving a customer-initiated telephone call at a
call
center, routing the customer-initiated telephone call through a long distance
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carrier to a voice switch, the voice switch transmitting an array of caller
information relating to the customer-initiated telephone call to a network
coordinator servicing a plurality of different call centers, the network
coordinator identifying at least one remotely located agent trained and
authorized to receive the customer-initiated telephone call for the call
center,
and the network coordinator routing the customer-initiated telephone call from
the customer servicing central office to the designated remote agent.
It should be understood that in this disclosure "client" refers to the
client who engages the service provider, and "customer" refers to the
customers of the "client" with whom the remote agents engage in service
communications.
It should be understood that the method described in '956 patent
provides means for extending the resources available to one or more call
centers by providing access to a network through a network co-ordinator.
There are a number of disadvantages to this prior art solution. The '956
patent contemplates a solution whereby a plurality of clients are given access
to remote agents, where each remote agent is available to a number of
different clients at any given time. No means is provided therefore for
clients
to dedicate to their own service communications to their own remote
employees or specific remote agents connected to a network without the need
for a "Network coordinator" as in the '956 patent. Another disadvantage of the
solution described in the '956 patent is that it enables service
communications
only in the context of a call center. The remote agent network described in
'956 does not permit non-call center staff (for example store personnel) to
connect to the remote agent network to provide service communications. For
example, the present invention allows personnel in geographically dispersed
locations to send and receive voice and data communications on a unified
network.
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What is needed therefore is a more flexible and comprehensive
solution for enabling the recruitment and management of remote agents
connected to a remote agent network by the employee or contract personnel.
There is a need therefore for a remote agent solution that enables clients to
recruit from a resource of potential remote agents one or more particular
remote agents who meet the particular requirements of the client. There is a
need for a system that is flexible in the sense that it also accommodates
clients who want remote agents to be assigned on a random basis. There is a
further need to provide a remote agent solution that enables clients to
comprehensively control the remote agents connected to the network as
though the remote agents where in fact the client's employees.
This is important to ensure quality and to update processes relevant to
the service communications as efficiently as possible. This is important as
with changes to the business of the client, changes to the service
communication processes occur regularly, What is also needed is a system,
computer program and method that enables remote agent management in a
manner that simplifies transaction processing and human resource
management operations in a solution that is less expensive and scaleable.
What is also needed is a remote enabling network that enables clients to add
a remote voice/data processing capability to their customer service operations
without having to create their own remote network infrastructure.
Summary of the Invention
One aspect of the present invention is a remote agent network. The
remote agent network enables Client Users to recruit, select, manage and pay
a plurality of remote agents for the Provision of service communication
services to their customers.
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The remote agent network consists of a central communication
platform that includes a web server and telephony server. A network
application is provided on the web server which provides one aspect of the
program of the present invention. One or more Client Users are given access
to an administration facility linked to the network application. The Client
Users
define their remote agent requirements using the administration facility. A
group of remote agents are linked to the remote agent network. One aspect
of the remote agent network is a Client WAN that enables the recruitment,
selection and management of a plurality of remote agents from the group of
remote agents.
Another aspect of the present invention is a computer program resident
on the computer associated with the remote agents, which computer program
consists of an operating platform. The operating platform includes a
proprietary operating system for creating a channel to the Client User systems
to obtain customer data and to a telephony server for linking with a Client
User call queue.
Brief Description ef the Drawinas
A detailed description of the preferred embodiment(s) is (are) provided
herein below by way of example only and with reference to the following
drawings, in which:
Figures 1A and 1B are resource diagrams illustrating the resources of
the present invention, in particular embodiments thereof.
Figure 2 is a system resource diagram illustrating the principal
30 components of the system of the present invention.
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Figure 3 is a program resource diagram illustrating the principal
resources of the computer program of the present invention.
In the drawings, preferred embodiments of the invention are illustrated
by way of example. It is to be expressly understood that the description and
drawings are only for the purpose of illustration and as an aid to
understanding, and are not intended as a definition of the limits of the
invention.
Detailed DAscription of the Preferred Embodiment
One aspect of the present invention consists of a method that enables
a "Client User" (a user of the system of the present invention who is a
client.
IS as defined above) to configure on a remote agent network a plurality of
human resource and technological parameters such that the Client User is
enabled to recruit, manage and connect to a dedicated remote agent work
force from any computer linked to the remote agent network.
Another aspect of the present invention is the remote agent network.
The remote agent network is best understood as a technology and
communication platform that enables the interactions between Client Users 1
and Remote Agents particularized herein. The remote agent network
provides a series of tools that enable the Client Users to build and equip
their
remote agent workforce operations and then connect them into their daily
stream of service transactions, and that enable the Remote Agents to conduct
the service transactions defined by each Client User.
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7
Client Users
The Client User I is generally a client who has signed a service
agreement with the operator of the remote agent network. This agreement
generally details the terms of access of the Client User 1 to the remote agent
network and covers billing issues, service levels, support and so on. One
very particular aspect of the present invention is that Client Users 1, in one
implementation of the present invention, are billed on the basis of the amount
of their live time utilization of the various resources of the remote agent
network by the Client User 1, including their remote agent workforce (i.e, the
remote agents that they have selected on the remote agent network and
conducted service transactions for the Client User 1).
IS The remote agent network is provided in a soaleable manner such that
it can accommodate virtually any number of Client Users 1 and virtually arty
amount of service transaction volume that the generate. One of the main
limitations of the use of the prior art solutions in operation is the
intrusion of
the Network coordinator in the independent usage of each Client User's
human resources. This issue is resolved by giving direct control to each
Client
User in the various stages of their remote agent workforce deployment.
Specific Implementations of the Invention
The remote agent network enables the Client User to use the remote
agent network to interact with service communication personnel who are not
only located in different locations, but also may constitute a plurality of
different groups, for example, service agents who are employees of the Client
User, and others who may be hired on contract (referred to as "contract
agents" in this disclosure). Contract agents enter into a licensing agreement
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8
with the operator of the remote agent network regarding access and use of
the network including associated technologies. The Contract Agents also
generally enter into an agreement directly with Client Users.
"Remote agents" in this disclosure usually refers to service agents who
are contract agents and are at a location remote from the Client User, e.g.
they work out of their own homes. However, it should be understood that the
remote agent network of the present invention enables the service
communication interactions, and the management thereof, with service agents
who are in fact not contract agents. The word "remote agent" in fact
incorporates also contract agents working from the remote agent network.
These different options defined by the human resource relationships
that, are supported by the remote agent network are reflected in a series of
different configurations or process routes. These configurations are managed
by means of the client administration facility The remote agent network 10 is
linked to a network application 110. The network application 110 is best
understood as a series of software and middeware utilities that enable the
functioning of the aspects of the remote agent network described herein,
provided in a manner that is known.
One of the resources of the network application is a client
administration facility. The client administration facility is best understood
as
a known utility that enables the various Client Users to select and
dynamically
alter the service parameters of the remote agent network as it relates to the
provisioning of the particular Client User. In one particular implementation
thereof, the administration facility is best understood as a utility that
enables
the management of a client Intranet that is provided based on known
technologies in a manner that is also known. Further details of the operation
of the client administration facility are provided below.
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The configurations of the remote agent network defined by the client
administration facility include the following:
1. A Client User who wishes to create their remote workforce exclusively
from their own employees.
2. A Client User who wishes to create their remote workforce in some part
with Contract Agents,
Not all businesses need to deploy a remote work force. Some
companies may want to simply augment their present in-house voice/data
system to a full "enterprise" system that accommodates all their locations.
Altheugh this is a less complex configuration and is not the primary design of
IS the remote agent network of the present invention design, it is a
practical
outcome of the operation of the remote agent network. Accordingly, the
following third process route also exists:
3. A Client User who wishes only to create their own "enterprise"
voice/data switching system.
The Real-Time Work Centers
The Real-Time Work Center 5 (best illustrated in Fig. 3) is best
understood as a utility of the network application 110 run on the web server
32 described herein. The Real-Time Work Center is a web-based system that
provides a series of customizable work organization and communication tools
for enabling Client Users and their remote agents to provide for the day-to-
day
functioning of the remote agent work force of the present invention.
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The Real-Time Work Center 5 is provided by the network application
110 in two principal configurations: (1) 2 Client User Real-Time Work Center,
and (2) a Remote Agent Real-Time Work Center. The interfaces and utilities
linked with each principal configuration generally correspond, except the
Client User Real-Time Work Center enables the management of Remote
Agents via the Remote Agent Real-Time Work Center, and the Remote Agent
Real-Time Work Center is geared toward the remote agents provide service
communications to particular Client Users,
It should be understood that the network application 110 enables the
operator of the remote agent network to customize numerous aspects of the
operation of the Real-Time Work Center to the particular needs of Client User,
in a manner that is known.
The administration facility described below enables the Client Users to
control the various functions of the Real-Time Work Center.
In one particular implementation of the present invention, each Client
User receives their own version 17 of the Real-Time Work Center that may be
custom corporate branded for said Client User. Remote Agents that contract
with that Client User to perform services become "members" of the Clients
Real-Time Work Center.
The Real-Time Work Center enables Client Users to control the remote
agent work day directly without the need of a "Network Coordinator" as in the
prior art solution.
Client / Remote Agent Personal Management Tools
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One aspect of the Real-time Work Center is a customized desktop
which is provided to Remote Agents_ The customized desktop provides
access to the Remote Agents to a series of support and self-management
tools. These tools are based on well-known utilities, modified to conform with
the specifications described in this disclosure, in a manner that is well
known
to those skilled in the art.
Collaboration Tools
The present invention contemplates the customized desktop providing
access to a series of known collaboration utilities that enable the Client
Users
(for example a manager) to collaborate with remote agents, and also for
remote agents to collaborate with other remote agents in execution of tasks
for their Client Users.
Another known utility that can be described as a "collaboration tool" is
an online calendar 23, The online calendar 23 is a standard calendar
interface that is linked to the functions of the online scheduling utility 18
described below. Accordingly, the online calendar 23 enables remote agents
to schedule their shifts for particular Client Users, and Client Users to
control
their remote agent requirements, but also enables Client User personnel and
remote agents to collaborate in their scheduling activities.
A still other known utility that can be described as a "collaboration tool"
in the context of the present invention is a contacts directory 25 which
provides hierarchical access to contact information for specific "members"
(whether Client User managers, network administrator personnel, or remote
agents). This contacts directory 2$ enables easy communication between
members over the remote agent network. The contacts directory 25 and
access thereto is administered by operation of the administration facility.
The
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contacts directory 25 is linked to the web mail utility 47 and fax utility 49
described below.
The present invention also contemplates the integration of well-known
polling applications and wireless device synchronization utilities (not shown)
to better enable collaboration between members. These utilities are provided
and integrated into the disclosed invention in a manner that is known.
Communications Tools
Chat workrooms automatically launch after login to provide an "always
open" door for easy collaboration between Client User managers and their
remote agents. Web mail is provided by operation of the web mail utility 47
described below. Other features include Group Announcements, Online
Discussions, MailBox, Wireless Access, and other similar utilities.
Productivity Tools
The present invention also contemplates the incorporation into the
network application 110 of various productivity tools for deployment by
operation of the Real-Time Work Centers, including Task Managers, Group
Links, and Extranet Options.
Admin & Security Tools
The present invention also provides for various means for ensuring the
security of Client User data including Secure Member Access, Permissions
System, Member Groups, Secure Hosting, and 5SL Encryption. In addition,
in a particular embodiment of the present invention, an authentication utility
is
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described below to ensure that only authorized remote agents can connect to
the remote agent network and thereby gain access to client user data.
Database Creator & Manager
The Database Creator & Manager allows Clients and remote agents to
Organize, store and share important business information with ease. For
example, the present invention contemplates inclusion of a known database
management utility which enables the management of the document storage
system. The database management utility enables databases and documents
to be created and posted to the various remote agents. These documents
include, for example, scripts for asking questions from, or responding to
questions of, customers of Client Users; manuals for providing customer
service on particular products or services of Client Users.
The database management utility allows Client Users to quickly and
o Create customized databases;
O Create databases from a plurality of Database Solution
Templates stored to the document storage system;
O Sort, group and filter data for multiple views;
o Format database reports for printing;
o Import and export data to save time and increase
accuracy; and
o Access data instantly, 24 hours a day, 365 days a year.
Every Client Real-Time Work Center is equipped with a standard set of
self-customizable databases templates to begin.
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In a particular implementation of the present invention, the Client User
Real-Time Work Center enables the Client Users and remote agents to
access a number of functions that are best understood as customizable
routine templates run on the Real-Time Work Center. These routine
templates enable management of service communications by the Client
Users. For example:
O Agent Observe
Agent Observe gives Client Users a template to request the
random recording of remote agents on calls from the telephony
server 46 (described below) for training and quality assurance
purposes. In a particular implementation of this feature, Client
Users are enabled to score the call and send a direct link to the
data record via email. Remote Agents are enabled to review
their voice recordings, scores and coaching points. Client Users
are enabled to customize the score sheet questions, point
values, action lists and coaching points.
O Asset Manager
The Asset Manager template enables Clients and remote agents
to maintain a detailed inventory of anything - from computer
hardware and merchandise. A field is provided to upload a
picture of each item in the Asset Manager. Client Users are
enabled to customize the fields and views based on the items
that they desire to catalog.
O Customer Relationship Manager (CRA4)
The Customer Relationship Manager (CRM) template allows
Client Users and remote agents to store and retrieve information
about people. It can be used as a customer contact list in which
to keep track of interaction with Client Users' clients, a donor list
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for Client Users' non-profit organization or event, or a class
roster. By simply changing field names, or adding, deleting, or
rearranging fields, Client Users can create a custom contact list
to suit specific needs. Client Users are enabled to use the
5 Activity Log to track communications with contacts.
0 Event Registration
Client Users are enabled to use the Event Registration template
to track registration information for meetings, seminars,
10 conferences, trade shows, classes, sporting events, club
functions, or corporate event. This template includes two,
related databases: one for keeping track of event details such as
time, location, and description, and one for tracking the
attendees of each event Client Users are enabled to monitor
15 event capacity and registration fees for attendees.
o In/Out Board
The In/Out Board helps keep track of members' whereabouts,
improving office / remote productivity and efficiency. Instantly
view co-workers'/members status to see if they are in or out, at
lunch, in a meeting, on vacation, or out sick. Click on a member
name to look up contact information for that person.
o Issue Tracker
The Issue Tracker template provides a ready-made database
where Client Users/remote agents can log problems and
inquiries, and assign trouble tickets for Client Users/members to
track. Client Users can customize this template as a starting
point based on the practices their company uses to prioritize and
follow up on inquiries.
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o Knowledge Base
The Knowledge Base template allows Client Users to easily
create, maintain, and share company knowledge, either
internally or externally. Some popular applications for this
database include an IT Help Desk, a Client Customer FAQ List,
a Self-Service Training Center, and a 24x7 online Technical
Support line. Search the knowledge base to get immediate
answers to all product or support questions.
c} Sales Forecasting
Client Users may use the Sales Forecasting template to get
instant snapshots of sales pipeline, empowering Client Users
and sales teams to stay ahead of rapidly changing situations.
With a Sales Forecasting database Client Users can review the
status of each sales opportunity, keep historical data of sales
activity in the Activity Log, print forecast information, or export
sales data to a spreadsheet for additional analysis. It is a great
tool for managing your prospect activity, Since all the fields and
views are customizable, Client Users can easily tailor the
database to match their company's unique forecasting process.
0 Time Sheet
Client Users may customize the Time Sheet template to create a
custom database where Client Users / remote agent members
can track billable and non-billable time spent on, projects, and
activities.
in an example that illustrates the operation of the present invention,
Client Users begin the enabling process by entering a client username and
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password assigned by the operator of the remote agent network via a
standard log-in interface provided by the client administration facility in a
manner that is known. By providing the username and password, authorized
personnel of the Client Users can gain access to the client Intranet.
As shown in Fig. 2, the remote agent network includes a
communication infrastructure 16 or communication utility. The constituent
elements of the communication utility in a representative implementation
thereof are detailed below,
Also as shown in Fig. 2. one aspect of the communication
infrastructure of the present invention is that the client Intranet provides
to the
Client User a private communication channel using live Chat, video, person to
person and group conferencing that connects the Client User with their
remote agents. The client Intranet is best understood as a communication
hub that permits remote agents and the various Client Users to interact. It
also
links the client's remote agents (and all remote agents) together in an
interactive, online community.
One aspect Of the network application 110 is a customizable interface
that enables the Client Users to manage their utilization of the resources of
the remote agent network. This customizable interface is shown in Fig. 1 as
the "Real-time Work Center" 5.
One of the features of the Real-Time Work Center in its Client User
iteration is a customizable interface provided to Client Users that enables
management of the aspects of the client Intranet pertinent to the particular
Client User.
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The Real-Time Work Center in its Client User iteration organizes
access to a comprehensive set of management tools necessary for the real-
time care and control of a remote agent work force. These tools are
particularized below. In one representative embodiment of the Real-Time
Work Center, it is provided in a known WINDOWS Tm interface with a series of
drop down menus provided in a manner that is known.
Client Users choose their own configuration of the Real-Time Work
Center 5 from a menu of available management tools. These tools are
illustrated in Fig. 3. The tool menu includes (in this representative
embodiment) means for accessing the following utilities: an on-line scheduling
utility 18, desktop customization 19, remote monitoring utility 20, document
management 29, chat/video management utility, work organization utility 24,
agent search utility, and billing application 54a. The Real-Time Work Center 5
also provides an interface to the document storage system and the Real-Time
Exchange 6 (in some embodiments of the present invention the Real-Time
Exchange this may be accessible through a web site, such as one accessible
through the domain name realtimeXchange,com).
70 The on-line scheduling utility 18 enables the remote agents to provide
the times when they are available for handling calls; and enables Client Users
and managers of the remote agent network to book remote agents for
particular time slots. In a particular preferred embodiment, first the remote
agent builds their weekly / bi-weekly profile of work availability in 1/2 hour
intervals and posts it to the on-line scheduling utility 18. Second the Client
User enters anticipated transaction volumes to be processed in 1/2 hour
intervals. The on-line scheduling 18 utility calculates how many remote agents
will be required to process the anticipated transactions. The Client User
reviews and adjusts the recommended head count if required. The Client User
submits the final headcount to the on-line scheduling utility 18. The on-line
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scheduling utility 18 builds individual schedules from the remote agents'
availability profiles in Y. hour intervals in a manner that is known by means
of
a matching routine of Client User requirements to availability of particular
remote agents. The on-line scheduling utility 18 then returns the confirmed
final work schedule to the individual remote agents and a final confirmation
headcount fulfillment to the Client User.
The on-line scheduling utility 18 thereby enable schedules to be
created for remote agents. The on-line scheduling utility 18 also enables
remote agents to check their schedule, place scheduled shifts that a remote
agent can no longer keep on a live swap board, in a manner that is known,
create alarms and reminders and so on. For this purpose, the on-line
scheduling utility 18 is accessible through the operating platform described
below, or via a browser loaded to the remote agents' computers.
The Real-Time Exchange
Client Users choosing to use Contract Agents 3 are able to recruit their
workforce through the resources of the Real Time Exchange 6. Client Users
choosing to use Employee Agents 2 are able to recruit their workforce through
a direct employee connection 4 to the Real-Time Work Centers. The Real
Time Exchange is a web site that, in a representative embodiment of the
present invention the web site is hosted on the web server 32. The Real
Time Exchange 6 is best understood as a web enabled electronic labor
exchange, provided in a manner that is known. By operation of the
administration facility, the Real Time Exchange 6 provides a labor exchange
for Client Users to search and locate Remote Agents linked to the remote
agent network that meet the particular requirements of the Client User.
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The web site includes an agent area 33. The agent area 33 is
accessible to all prospective Contract Agents recognized by the operator of
the remote agent network. The site provides an on-line template for a multi-
media e-resume (photo, text, sound) that every prospective Contract Agent is
required to complete in order to participate in the electronic labor exchange
process. Completed e-resumes are stored on the database 34 linked to the
web server 32.
The web site also includes a Client User Area 35 which enables Client
Users to perform searches of current "member" Contract Agent databases or
to post their requirements to prospective Contract Agents by means of an
electronic bulletin board 37 that is provided in a manner that is known.
Specifically, in one particular implementation of the present invention, the
Client Users provide their eligibility requirements in a form provided by the
is web site. The network application 110 automatically publishes the
requirements to the web site in a manner that is known.
In one particular aspect of the present invention, the network
application 110 prescreens the Contract Agents by analyzing the eligibility
requirements of Client Users and comparing these requirements to the
qualifications of Contract Agents or prospective Contract Agents linked to the
remote agent network. The Agent Area 33 of the web site thereafter only
shows eligibility requirements of Client Users whose eligibility requirements
are met by the particular Contract Agent, Example of eligibility requirements
includes knowledge of a particular language, or years of experience as a
Contract Agent.
Once a Contract Agent eligible to fill out a particular Qualification e-
form fills out a particular Qualification e-form, the e-form is passed on by
the
network application 110 directly to the Client User. This is an important
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aspect of the present invention that enables the Client User to control their
contract agent workforce by directing their recruitment. Client Users can
arrange for telephone or in person interview as they may require.
In one particular implementation of the present invention, once a Client
User has determined that one or more Contract Agents have met their
requirements, the Contract Agents are invited to join a Client User training
course. The training course is usually designed jointly by the Client User and
the operator of the remote agent network. Training consists of a combination
of on-line learning and in Glass time. The execution of training is generally
provided by the Network operator or the Client User, or both jointly,
depending
on the specific requirements of the Client User,
The Client User Area 35 of the web site provides a link to the functions
of the agent search utility 26. The agent search utility 26 enables the Client
User to search for submitted e-resumes_
The Real Time Exchange 6 enables the Client Users to simply and
quickly build their own remote Contract Agent workforce without the expense
of recruitment and without the restriction of geographical limits.
Agent Access Operating Platform
For a remote agent workforce to effectively process voice/data
transactions for Client Users, a secure, seamless and uniform communication
and operating platform is desirable that links the remote agents the contact
center operations of the Client User, and specifically the Client User's voice
and data work stream.
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In accordance with one particular aspect of the present invention, a
common proprietary operating platform 36 is provided to each Contract Agent.
The operating platform 36 is also an aspect of the computer program of the
present invention. The operating platform 36 is loaded on each computer that
is connected to the remote agent network. In particular, the operating
platform 36 is loaded on the computer or computers used by the Remote
Agents.
In one particular embodiment of the present invention, the operating
in platform 36 includes a proprietary operating system 40 and an agent
application 42. The operating system 40 is a LINUXTM based operating
system provided in a manner that is known.
The operating platform 36 resides on the boot disc of the computer. In
a particular implementation, the operating platform 36 is stored to a compact
disk or some other computer readable medium. When the disk boots up, the
operating platform 36 loads into the RAM and not the hard drive of the
computer. During the install, a secure partition is built between the
operating
platform 36 software running from the RAM on the computer and the
computer's hard drive. This isolates the resident installed PC's hard drive
and
operating system from access thereby securing Client User data accessed by
the Contract Agents via the link with the remote agent network.
With the operating system 40 in full control the computer, it is
converted by the operating system 40 into a VPN secure, remote workstation
with IP packet control of the Remote Agents' state on the carrier switch 50,
in
this particular implementation a P.S.T.N. Class 5 Carrier Switch.
The agent application 42 includes a series of communication utilities
and interfaces 43 necessary to connect to the remote agent network-lt) as
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described herein, and also to connect to the client application. The agent
application 42 also includes the telephony application 45 described below,
which enables the Contract Agents to handle telephone calls for Client Users.
The agent application 42 also includes a known web mail utility 47 for
accessing emails sent to Client Users, and responding to same where this is
required by the particular Client User. The agent application 42 also includes
a fax utility 49. The agent application 42 still further includes an agent
application interface 44 that enables the Remote Agents to control the
functions of the client application from the Remote Agent's computer. These
functions include for example accessing certain call templates, documents for
responding to customer queries, and so on.
The Client User generally uses a client application associated with a
client server 39 for their call center functions. The client application may
include, for example, call center software. One aspect of the present
invention is that the operating platform 36 is adapted to connect the computer
of the Remote Agent to the client server 39 and thereby the client application
as particularized herein. Specifically, the operating platform 36 connects to
the remote agent network of the present invention and then the remote agent
network provides a secure connection to the client server 39. Provided that
the client application is web enabled, the Remote Agents can interface with
the client application directly. Alternatively, a web emulator 490 is used to
create a web-enabled version of the client application in a manner that is
known to those skilled in the art,
it should be noted that by interaction of the Remote Agents with the
client application, the Remote Agents could store data to a client database
(not shown) of the particular Client User.
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24....
On start-up, the agent application interface 44 fills the PC screen and
displays the customized desktop described above. The customized desktop
provides access to the tools and applications required for the remote agents
to connect into the Client User's voice/data system. Specifically, the
operating
system 40 loads the telephony application 45 which is a softphone application
that is part of the agent application 42. The softphone application is a known
software utility that enables the remote agent to control its state, i.e.
whether
s/he is logged in, available to take a call, unavailable, hold, transfer
connect,
conference, hang-up, and automatic speed dial lists, etc in the Client User
queues on the carrier switch 50 which in one particular implementation is a
class 6 carrier switch, provided in a manner that is known. A live video link
circuit is also launched, this provides visual authentication of remote agents
and also provides an audiovisual communication and monitoring tool between
remote agents to remote agents and remote agents to their Client managers.
The operating platform 36 connects the remote agent into the
telephony server 46 that is connected to the remote agent network. The
operating platform 36 also connects the remote agent via a CTI (Computer
Telephony Integration) data link into the Client User's customer database
record information that is linked to the client server 39. This allows the
customer records to be routed with the individual calls and displayed in the
agent application interface 44 of the answering remote agent at the same time
as the call arrives.
Calls are routed to the telephony server 46 in a manner that is known
to establish a call queue. Upon login, the remote agent is automatically put
in
the correct client queue, with the customer data and softphone control
application open, ready to process calls, email, webchat, fames &
transactions.
In this manner, the present invention enables surplus calls from a Client User
CA 02457153 2014-05-08
_15 _
call center to be routed to remote agents connected to the remote agent
network,
Security Utility
A known security utility 48 is used to ensure that only authorized
remote agents can access the remote agent network and thereby data
belonging to the Client Users. One particular implementation of the present
invention includes an authentication utility or security utility 48 that is a
biometric identification facility 8. For example, remote agents can be
provided
with a fingerprint scanner device which is connected to their computer_ The
authentication utility compares a fingerprint scan obtained from the remote
agent with an encrypted and secure file containing fingerprint data for the
remote agent. In one particular implementation of the present invention, the
fingerprint scan data is stored to the compact disc provided to the remote
agents, i.e. each agent is provided a personalized compact disc.
On each disc boot-up, before a remote agent can login he/she must go
through a fingerprint login scan by operation of the security utility 48. Only
if
the fingerprint scan matches the one embedded en the disc can the agent
gain entry.
By this process Client Users are assured that only their remote agents
have access to their transaction stream.
The Voice/Data Center
The transaction flew generated by the customers of Client Users and
processed by the Client Users remote agents is controlled and physically
connected through the remote agent network's Central Voice/Data Center 9.
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Each remote agent performs the required agent access 7 prior to connecting
to the Central Voice/Data Center_ The Central Voice/Data Center 9 is best
understood as a central resource management utility for managing the
allocation of resources available on the remote agent network_ The Central
Voice/Data Center 9 is the junction where the transaction demand side (the
customer calls) is dynamically matched with the supply of human resources
(the remote agents) waiting to process the transactions, i.e. the service
communication requirements. The typical event for an inbound customer call
involves the following sequence:
1. The customer call is switched (or diverted) from the Client User's
contact center to designated ports on the Class 5 carrier switch 9a
(shown in Fig. 1B) in the CallCast voice/data environment. The
designation of the port identifies the remote agent's current status of
availability generally to a 1-second refresh rate.
2. The voice switch then identifies the next waiting remote agent from the
queue of agents logged-in for calls from that port and gives him/her
access to the call.
3 Simultaneously, the switch gathers the customer's service information
from the client server 39 and directs it to the designated remote agent
so he/she is equipped with the specific customer data information
which is automatically popped up on their work screen ready for call
processing.
4. The remote agent processed transaction is then switched back to the
client server 39 or corporate facility for fulfillment.
All this is executed within the Central Voice/Data Center 9 configuration of
voice/data switching, routing and database components specifically designed
CA 02457153 2014-05-08
-27
for the purpose. The following describes these components and the
contribution each makes to the event sequence.
1. The Class 5 Voice Switch
The voice switching in the present invention is handled by a Class 5
central office voice switch that serves the local public switching network as
an
end office. The voice switch is connected to the live database of the
Intelligent
Transaction Router 52 and the Telephony Server 46.
2. Telephony Server
The telephony server 46 allows a remote agent to log into a port on the
telephony server 46 using IP signaling from the graphic user interface of the
remote agent's softphone application that is part of the agent application 42.
The Telephony Server 46 dials a connection to that agent using public
telephone lines. The Telephony Server 46 is hard wired to the Class 5 Carrier
switch using dedicated Ti connections. This allows the Class 5 Switch 9a (as
illustrated in Fig. 115) to associate a dynamic or dedicated port within an
AGO
(automatic call distributor) queue configured on the Class 5 Carrier Switch 9a
to the remote agent port on the Telephony Server 46.
Once this login is complete, the remote agent (using the softphone
graphic user interface) has the ability (via IP signaling to the Telephony
Server 46) to control their state within an ACD queue on the Class 5 Carrier
Switch using a public telephone line connection. Typical remote-controlled
functions include: (i) "LOGGED IN"; (ii) "AVAILABLE TO TAKE A CALL"; (iii)
"LOGGED IN"; (iv) "AVAILABLE TO TAKE A CALL"; (v) "UNAVAILABLE", (vi)
"HOLD", (vii) "TRANSFER CONNECT"; (viii) "CONFERENCE"; (ix)
"CONFERENCE" (x) "HANG-UP": (xi) "SPEED DIAL LIST".
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-28
The Telephony Server 46 is also able to identify the remote agent on
the carrier switch 50 which in some embodiments of the present invention
may be a Class 5 Carrier Switch allowing CT! (Computer Telephony
Integration) functions to take place. CTI is the ability of the Intelligent
Transaction Router 52 to retrieve customer data records from the Client
User's client server 39 and the corporate data server (or equivalent) linked
thereto.
In embodiments of the present invention, the Client Users Corporate
Data Site 10 may incorporate customer data files 12(a).
The Telephony Server 46 identifies which ACD part the remote agent is
logged into and which IP data connection is required for customer information
transfer between the Intelligent Transaction Router 52 and the remote agent.
This capability enables the calling customer's data records to arrive on the
remote agent's computer at the same time the call is presented to the remote
agent.
One of the advantages of the present invention is that its particular
configuration of the telephony server 46 makes a high performance voice and
data connection path available to remote agents located anywhere in the
world using a simple Internet and public telephone line connection.
3. Intelligent Transaction Router
The Intelligent Transaction Router 52 is best understood as a utility that
includes a plurality of routines that enables the dynamic selection of which
remote agent actually receives which call and/ or transaction type. The
selection is determined by matching the qualification profiles (skills,
training,
CA 02457153 2014-05-08
29
priority etc. as established by the Client User) of their queued remote agents
with the Client users call types or transaction types to be processed. The
call
or transaction types being established by rules set by the Client user in the
ITR. The Client Users store the qualification profiles of their remote agents
on
the ITS database.
4. Clienti)Ser's Corporate Data Site
As stated earlier, in one of the aspects of the remote agent network,
the remote agents are given access to the client server 39, including the
Client User's data center or corporate data site. The corporate data site may
be located anywhere. It generally includes information that can assist the
processing of a transaction ¨ customer buying history, shipping address and
credit card information etc. When a customer is identified (using rules set by
Client users on the Intelligent Transaction Router 52) the specific customer
data file is retrieved from the database and sent to the assigned remote agent
by application of the remote agent identifying technology and rules resident
in
the Telephony Server 46 and the Intelligent Transaction Router 52. The data
path between the Corporate Data Site and Central Voice/Data Center 9 is by
data frame relay or managed circuit.
5. Customer Transaction Flow
The customers 12 of Client Users (e.g. residential or business
customers) either initiate in-coming transactions (calls/e-mails/chats/faxes)
or
are recipients of the Client Users outbound transactions. Transactions may
come direct into the Central Voice/Data Center 9 via the public service
telephone network (PSTN), or by Ti, 800 voice routing, interne, frame, or
managed circuits 11a.
CA 02457153 2014-05-08
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For maximum flexibility Client Users have the ability to choose multiple
voice and data transmission methods.
Transactions may first go to the Client User's contact center where they
are switched through by managed T1/ frame connections lib to the Calleast
Voice/Data Center 9. Or calls may be percentage allocated by 800 routing 11
before reaching the Client Users ACD and directed through a common carrier
to the Central Voice/Data Center.
Alternatively the Client user may choose to directly point transactions
to the Central Voice/Date Center 9 using Internet and PSTN 'tic connections.
The Remote Agent Invoice And Collection Method
In order to keep administration costs low for Clients Users, and to
ensure the timely payment of remote agents, another aspect of the present
invention is a remote agent invoice and collection method. In accordance with
this method, remote agents contract and pay a billing third party to prepare
billing invoices and collect monies for work performed based on their work
contracts with their Client Users.
Remote agents authorize this billing third party to access their work
data records in the Central Voice/Data Center 9 which prepares records of the
work performed by the remote agent for their Client User.
An invoice is automatically generated for each remote agent on the 1st
and 16th of each month. Remote agents sharing the same Client User are
grouped together by remote agent line item creating a master invoice for each
Client User, The billing third party emails the master invoice to each Client
User. The Client User reviews the master invoice by comparing it to each
CA 02457153 2014-05-08
31
remote agent's work records in the Central Voice/Data Center 9. Client Users
use electronic payment or check to transfer payment for the remote agents'
master invoice to the billing third party within the predetermined payment
period, for example 10 business days. Overnight, the billing third party
transfers payment for each remote agent's invoice directly into their
designated bank accounts using direct electronic transfer.
These functions are provided by a remote agent billing application 54b
provided in a manner that is known. One embodiment of the remote agent
invoice and collection method is shown in FIG. 1A.
Adyantages
One of the aspects of the present invention is that any computer with
access to a telephone line and preferably a high-speed Internet connection is
eligible for instant conversion to a remote enterprise voice and data
workstation. Client Users and remote agent workers are able to enter and
carry on a highly productive day-to-day work relationship without ever meeting
each other directly. The present invention provides flexibility to Client
Users
in enabling the quick expansion or contraction of service communication
resources. The present invention allows the Client Users to deploy quality
services to customers with minimum investment.
