8×8 has filed a patent for a data-communications system that includes a networked contact center. The system examines a contact rate value to determine whether to allow a communication to reach contact center resources. The system also includes platform servers, contact machines, and processing circuitry to update a quantification parameter and determine routing and contact policy adjustments based on communications usage feedback. GlobalData’s report on 8×8 gives a 360-degree view of the company including its patenting strategy. Buy the report here.
According to GlobalData’s company profile on 8x8, intelligent contact centers was a key innovation area identified from patents. 8x8's grant share as of June 2023 was 1%. Grant share is based on the ratio of number of grants to total number of patents.
The patent is filed for a data-communications system for contact centers
A recently filed patent (Publication Number: US20230143269A1) describes a data-communications system that includes multiple platform servers and contact machines. The platform servers provide contact center services over a communications network on behalf of different tenants, handling incoming calls. The contact machines are operated on behalf of the tenants and receive feedback regarding the communications usage of the platform servers associated with a specific tenant.
The system includes processing circuitry that responds to the feedback by updating a quantification parameter corresponding to the communications usage and accessing a contact policy associated with the tenant. The contact policy indicates whether there is a violation of the policy. In response to this indication, the processing circuitry determines whether an incoming communication should be routed on behalf of the tenant and whether the contact policy needs to be adjusted to account for the communications usage.
The processing circuitry can store the updated quantification parameter in a memory circuit linked to the contact policy, which specifies an upper limit or capacity for communications usage within a given time period. It can also permit an upgrade of the upper limit or capacity.
The received feedback includes an incremented count of a previous quantification parameter concerning communications usage of the platform servers by the specific tenant. In response to the indication of a violation, the processing circuitry can adjust the contact policy and allow the incoming communication to be routed, or it can prevent the incoming communication from being routed.
The system also includes an event-monitoring circuit that monitors communication events associated with the specific tenant. Additionally, the contact machines can block incoming communications from accessing the platform servers and send a rejection message to an endpoint device in response to certain events.
The incoming communications can include chat communications, audio or voice communications, email communications, or a combination thereof. Each tenant is associated with a different contact policy that includes parameters indicating the maximum number of communications to be routed to the platform servers over a specified period of time.
In another embodiment, the contact machines limit or control access to the platform servers by allowing or blocking incoming communications in the absence of feedback regarding communications usage. The processing circuitry determines whether a call should be blocked or allowed to reach the platform servers based on feedback and access the contact policy to check for policy violations. It also determines whether another incoming communication should be routed on behalf of the tenant and whether the contact policy needs adjustment.
Overall, this patent describes a data-communications system that efficiently manages communications usage and contact policies for multiple tenants in a contact center environment.