Apparatus, method, and computer program for optimizing communication
View Patent ↗Communication between callers and call center agents may be optimized. A request message may be transmitted to an application services module to connect with an agent associated with the selection. A contact number of a proxy server may be received from the application service module. The contact number may be utilized to connect with the agent via the proxy server.
1. An apparatus, comprising:
at least one processor; and
memory comprising computer program instructions, wherein
the computer program instructions, with the at least one processor, are configured to cause the apparatus to:
transmit a request message to an application services module to connect with an agent when a selection is made on a mobile application stored in the memory of the apparatus, and made prior to connecting with the application services module,
receive a contact number of a proxy server from the application service module, and
connect with the proxy server using the contact number provided by the application service module, wherein the connection causes the proxy server to access a system database to search for caller identification to retrieve a phone number of the agent and connect a user of the mobile application to the agent, wherein
the proxy server discards one or more records related to the connection of the user of the mobile application with the agent, preventing the user of the mobile application from redialing and connecting with the agent.
2. The apparatus of claim 1 , wherein the computer program instructions, with the at least one processor, are further configured to cause the apparatus to receive a selection by a user of the apparatus, and the selection is from one of a plurality of menu options displayed on the apparatus.
3. The apparatus of claim 1 , wherein the computer program instructions, with the at least one processor, are further configured to cause the apparatus to transmit a connection request message to the proxy server to connect with the agent.
4. The apparatus of claim 1 , wherein the computer program instructions, with the at least one processor, are further configured to cause the apparatus to detect completion of a call with the agent, and request for a user of the apparatus to rate the agent.
5. The apparatus of claim 4 , wherein the computer program instructions, with the at least one processor, are further configured to cause the apparatus to receive a rating of the agent, and transmit the rating of the agent to an application services module for storage in a system database.
6. The apparatus of claim 1 , wherein the request message identifies an agent with a highest rated rating.
7. The apparatus of claim 1 , wherein the contact number of the proxy is associated with the agent having a highest rating.
8. An apparatus, comprising:
at least one processor; and
memory comprising computer program instructions, wherein
the computer program instructions, with the at least one processor, are configured to cause the apparatus to:
connect with, and receive a request message from, a mobile device after a user of the mobile device selects an option from a plurality of options on a mobile application stored on the mobile device, the message request comprising a request to connect with an agent at a call center,
transmit a contact number of the proxy server to the mobile device, allowing the mobile device to connect with the agent by using the contact number of the proxy server, wherein
the proxy server discards one or more records related to the connection of the user of the mobile application with the agent, preventing the user of the mobile device from redialing and connecting with the agent.
9. The apparatus of claim 8 , wherein the computer program instructions, with the at least one processor, are further configured to cause the apparatus to transmit a call number request to a call routing engine.
10. The apparatus of claim 9 , wherein the computer program instructions, with the at least one processor, are further configured to cause the apparatus to receive an agent call number from the call routing engine.
11. The apparatus of claim 10 , wherein the computer program instructions, with the at least one processor, are further configured to cause the apparatus to store a caller identification of a mobile device and the agent call number in a system database.
12. The apparatus of claim 8 , wherein the computer program instructions, with the at least one processor, are further configured to cause the apparatus to receive agent rating information from the mobile device.
13. The apparatus of claim 12 , wherein the computer program instructions, with the at least one processor, are further configured to cause the apparatus to store the agent rating information in a system database.
14. The apparatus of claim 8 , wherein the computer program instructions, with the at least one processor, are further configured to cause the apparatus to transmit a call number request to a call routing engine, the call number request comprising a request to connect with a previously highest rated agent.
15. The apparatus of claim 14 , wherein the previously high rated agent is rated by the user of a mobile device during a previous connection.
16. The apparatus of claim 14 , wherein the computer program instructions, with the at least one processor, are further configured to cause the apparatus to receive a previously highest rated agent contact number from a call routing engine.
17. An apparatus, comprising:
at least one processor; and
memory comprising computer program instructions, wherein
the computer program instructions, with the at least one processor, are configured to cause the apparatus to:
connect with, and receive a request from, a mobile device to connect with an agent at a call center after a user of the mobile device selects an option from a plurality of options on a mobile application stored on the mobile device, wherein the request comprises a request to speak with an agent,
query a system database for an agent contact number previously returned by a call routing engine, the querying of the system database comprises searching for contact information of the user, and using the contact information of the user, to determine contact information of the agent associated with the contact information of the user,
connect the user of the mobile device to the agent at the caller center using the determined contact number of the agent, wherein the proxy server discards one or more records related to the connection of the user of the mobile application with the agent, preventing the user of the mobile device from redialing and connecting with the agent.
18. The apparatus of claim 17 , wherein query is performed based on a caller identification of the mobile device.
19. The apparatus of claim 17 , wherein the computer program instructions, with the at least one processor, are further configured to cause the apparatus to store call information in a system database when the call between the mobile device and the agent is complete.
20. The apparatus of claim 19 , wherein the call information comprises data related to the agent and data related to the mobile device.