Virtual queuing system

Abstract

A virtual queuing system includes a server connected to a call center. The call center includes an automatic call distributor and a firewall. The server maintains virtual queues. User interfaces enqueu a call by a user of the call center to the virtual queues via the server. An application programming interface interfaces the user interfaces to the server. A virtual queuing connector module connects the automatic call distributor of the call center to the application programming interface across the firewall of the call center via requests or pulls initiated by the virtual queuing connector module. The virtual queuing connector module and the automatic call distributor are operated inside the firewall. The server, the application programming interface, and the user interfaces are operated outside the firewall. When a call is up, the call is connected as a prioritized call, assigned to a reserved IVR channel, and put through first.

Claims

1. A virtual queuing system comprising: a virtual queuing server connected to a call center which comprises an automatic call distributor and a firewall, the virtual queuing server being configured to maintain virtual queues; a plurality of user interfaces configured to enqueu a call by a user of the call center to the virtual queues via the virtual queuing server; a RESTful application programming interface configured to interface the plurality of user interfaces to the virtual queuing server; and a virtual queuing connector module configured to connect the automatic call distributor of the call center to the RESTful application programming interface across the firewall of the call center via requests or pulls initiated by the virtual queuing connector module, wherein, the virtual queuing connector module and the automatic call distributor are operated inside the firewall, the virtual queuing server, the RESTful application programming interface, and the plurality of user interfaces are operated outside the firewall and, when a call is up, the call is connected as a prioritized call, assigned to a reserved IVR channel, and put through first.

2. The virtual queuing system as recited in claim 1, wherein the plurality of user interfaces comprise a conventional waiting call based on at least one of a voice announcement and a text message, a web widget, a native app, and a smartwatch.

3. The virtual queuing system as recited in claim 2, wherein the plurality of user interfaces further comprise a web interface and an app.

4. The virtual queuing system as recited in claim 1, wherein the virtual queuing connector module is further configured to monitor a waiting call via the automatic call distributor.

5. The virtual queuing system as recited in claim 1, further comprising: a customer dashboard configured to self-service the virtual queuing server, wherein, the RESTful application programming interface is further configured to interface the customer dashboard.

6. The virtual queuing system as recited in claim 5, wherein the customer dashboard is operated outside the firewall.

7. The virtual queuing system as recited in claim 1, further comprising: a database attached to the virtual queuing server, the database being configured to manage the virtual queues.

8. The virtual queuing system as recited in claim 1, wherein, the virtual queues comprise, a main queue which comprises a plurality of subordinate positions, and a side queue which comprises prioritized parking positions, and the virtual queuing system is configured so that a user of the plurality of user interfaces, to be served by an agent of the call center, advances from the main queue via the side queue to an active position.

9. A method of operating the virtual queuing system as recited in claim 8, the method comprising: assigning the user, upon the user entering the side queue, a next-in-line position among the prioritized parking positions; and prompting, via the plurality of user interfaces, the user to call the call center to advance to the active position.

10. The method as recited in claim 9, wherein, if the user fails to call the call center, the method further comprises: assigning the user a standby position among the prioritized parking positions; and then purging the user from the side queue.

11. The method as recited in claim 9, further comprising: connecting the plurality of user interfaces to the virtual queuing system via the automatic call distributor.

12. The method as recited in claim 11, further comprising: answering a waiting call via an interactive voice response which comprises a call flow leading to a waiting loop and then distributed by the automatic call distributor, wherein, the plurality of user interfaces remaining pass over the interactive voice response.

13. A computer program configured to perform the method as recited in claim 9.

14. A computer-readable storage medium comprising the computer program as recited in claim 13.

Description

BRIEF DESCRIPTION OF THE DRAWINGS

(1) The present invention is described in greater detail below on the basis of embodiments and of the drawings in which:

(2) FIG. 1 shows an overview of the virtual queuing system's main user interfaces;

(3) FIG. 2 shows an embodiment of software architecture of the virtual queuing system;

(4) FIG. 3 explains a method of operating the virtual queuing system;

(5) FIG. 4 schematically shows the connectivity of the virtual queuing system; and

(6) FIG. 5 shows an interactive voice response to a user of the queuing system.

DETAILED DESCRIPTION

(7) The present invention has the major advantage of providing a variety of user interfaces, thereby lifting the inherent restrictions of the conventional call-back approach. An embodiment of the present invention makes use of a connector module designed as an add-on to routing software by various providers, thereby eliminating the need for an equivalent stand-alone solution or extensive re-training of call center staff.

(8) Prior to being served by a call center agent, a user of the proposed system is assigned a next-in-line position among the parking positions of a so-called side queue and prompted through the user interface to call the call center on an individually assigned number to advance to the active position, causing the call to be placed in a prioritized position. This inventive approach not only relieves the user from entering, for example, an access code or PIN to connect to the user's agent, but also avoids any slack period on the side of the agent, the latter thus being available to serve other customers until the user actually calls back.

(9) FIG. 1 shows the plurality of user interfaces (14, 15, 16, 35) of a virtual queuing system (10) according to an embodiment of the present invention. FIG. 1 shows that the user interfaces (14, 15, 16, 35) firstly comprise a conventional waiting call (14) based on voice announcements and text messaging. Secondly, a widget (15) for webpages (providing visual feedback as well as a waiting link) informs the user of his/her contact number and of the approximate waiting time for a given queue in minutes, for example, summarizing the sequence of events while waiting before a call is started. By pressing a pushbutton near the bottom of the widget (15), the user may choose to join the queue. The virtual queuing system (10) will in this case hold the user's waiting position, connecting the user to the next available agent (31) when the user is up. Thirdly, a native customer app (16), optionally branded according to a corporate design, may present a selection of available queues, indicate the number of customers on hold in each queue, and allow the user to join a queue of his/her choice. Fourthly and lastly, a smart watch (35) may serve as an alternative medium.

(10) As shown in FIG. 2, the virtual queuing system (10) is based on a virtual queuing server (20) connected to the call center (11). The virtual queuing server (20) maintains virtual queues managed by a database (27) attached to the virtual queuing server (20). A RESTful application programming interface (21) interfaces the web widget (15), web interface (17), native customer apps (16), additional generic apps (18), smartwatch (35), and a customer dashboard (26) to the virtual queuing server (20). The customer dashboard (26) provides various self-service, data and statistics, billing, setup, and benchmarking functionality.

(11) Since the automatic call distributor (23) of the call center (11) is operated inside a firewall (24), while the virtual queuing server (20), the application programming interface (21), and the user interfaces (14, 15, 16, 17, 18, 35) are operated outside of the firewall (24), a virtual queuing connector module (22) of the virtual queuing system (10) is further operated inside the firewall (24) to connect the automatic call distributor (23) to the application programming interface (21) across the firewall (24) via requests or pulls (25) initiated by the virtual queuing connector module (22). The virtual queuing connector module (22) is also configured to monitor the waiting call (14) via the automatic call distributor (23).

(12) FIG. 3 shows virtual queues (12, 13) which include a main queue (12) comprising a plurality of subordinate positions (28) and a side queue (13) comprising prioritized parking positions (29, 30). Each of the prioritized parking positions (29, 30) are assigned a predetermined expiration period. To be ultimately served by an agent (31) of the call center (11), the user advances from the main queue (12) via the side queue (13) to an active position (32). Upon entering the side queue (13), the user is assigned a next-in-line position (29) among the parking positions (29, 30) and is prompted, through the user's respective user interface (14, 15, 16, 17, 18, 35), for example, via a short message service (SMS), Web notification, or push notification, to call the call center (11) using an individual telephone number in order to advance to the active position (32). If the user fails to call, the user is temporarily assigned a standby position (30) among the parking positions (29, 30) before, upon an optional repeat reminder, eventually being purged from the side queue (13).

(13) FIG. 4 shows that the aforementioned waiting call (14) is answered by an interactive voice response (34) comprising a call flow leading to a waiting loop before eventually being distributed by the automatic call distributor (23). In contrast, the remaining user interfaces (15, 16, 17, 18, 35), devoid of the need for verbal feedback by the user, pass over the interactive voice response (34), connecting to the virtual queuing system (10) directly via the automatic call distributor (23). With these graphical interfaces (15, 16, 17, 18, 35), the call may be followed by an immediate feedback survey or rating system for statistical evaluation through the dashboard (26) as well as live display to the agent (31) or team lead.

(14) It is possible to collect agent specific or general data for statistical analysis and early detection of trends using the immediate feedback survey or rating system. For example, users may be prompted to award one to five stars to the service just rendered while their memory of the call center transaction is still fresh.

(15) FIG. 5 shows the interactive voice response (34) in additional detail. As depicted, a configurable subset (37) of IVR channels (36, 37) is reserved for the virtual queuing system (10). Whenever a caller calls a hotline (38) managed by the call center (11), the caller is assigned to a conventional IVR channel (36) and is connected (39) to the automatic call distributor (23) if no waiting is required. In case a longer queue (12) exists, however, the caller is prompted to wait (40) while virtual queuing (19) takes place. As soon as the individual waiting calls when up, his/her call is connected as a prioritized call (41), assigned to a reserved IVR channel (37), and put through first (42).

(16) The present invention may be advantageously applied throughout the call center and customer service industry.

(17) The present invention is not limited to embodiments described herein; reference should be had to the appended claims.

LIST OF REFERENCE NUMERALS

(18) 10 Virtual queuing system

(19) 11 Call center

(20) 12 Main queue

(21) 13 Side queue 14

(22) 15 Web widget 16

(23) 17 Native customer app

(24) 18 Generic app

(25) 19 Queuing

(26) 20 Virtual queuing server

(27) 21 Application programming interface

(28) 22 Virtual queuing connector module

(29) 23 Automatic call distributor

(30) 24 Firewall

(31) 25 Requests/pulls

(32) 26 Customer dashboard

(33) 27 Database

(34) 28 Subordinate positions

(35) 29 Next-in-line position

(36) 30 Standby position

(37) 31 Call center agent

(38) 32 Active position

(39) 33 Method of operating a virtual queuing system

(40) 34 Interactive voice response

(41) 35 Smartwatch

(42) 36 IVR channels

(43) 37 IVR channels reserved for virtual queuing

(44) 38 Caller calls hotline

(45) 39 No waiting required

(46) 40 Waiting with virtual queuing

(47) 41 Connected as prioritized call

(48) 42 Prioritized call is put through first