Claims:CLAIMS
What is claimed is:

1. A computer implemented system for providing and managing teleworking solutions comprising of;
a network interface comprising at least one of: a computing web interface; a mobile web interface; and a mobile app interface, whereby the network interface is configured to connect at least one of: a user computing device; a user mobile device; and a consumer device;

a skill analysing logic configured to assign a plurality of users to be connected to a plurality of consumers, whereby the plurality of users are chosen based on the skill as per the requirement of the plurality of consumers;

a communication establishment processing logic configured to establish a communication between the plurality of consumers and the plurality of users on an automated basis, whereby the communication is at least one of: a responding communication; a receiving communication; and a sole receiving communication;

an additional application interfacing logic configured to coordinate with the additional applications in at least one of: the user computing device; user mobile device; and the consumer device from pre-existing databases;

a distributed customer care logic configured to convert legacy telephony into an advanced interactive voice response technology through a centralised automatic call distribution system for receiving communication and responding communication, whereby the receiving communication and the responding communication is configured to be directed to an added virtual network; and

a dynamic disposition configured to pull the relevant data of the communication between the plurality of the users and plurality of consumers as per the requirement of the plurality of users from the database, whereby the dynamic disposition being at least one of: disposition is entered on web of the user mobile device; disposition is entered on the web of the user computing device; and the disposition is entered in the application on the user mobile device.

2. The system of claim 1, wherein the receiving communication from the virtual network is directed to the intelligence switch of the application integrated within the system for being converted to responding communication. , Description:DESCRIPTION

This application is a Patent of Addition for the previously filed Application Number 201641042380 filed on 12/12/2016 Titled “COMPUTER IMPLEMENTED SYSTEM FOR PROVIDING AND MANAGING TELEWORKING SOLUTIONS AND METHODS EMPLOYED THEREOF”.

TECHNICAL FIELD

[0001] The present disclosure generally relates to the field of systems and methods for teleworking. More particularly, the present disclosure relates to management of teleworking solutions through a computer implemented system and corresponding methods.

BACKGROUND

[0002] Expeditious services are way in demand, where the consumer expects to be accommodated just a phone call away. The consumer query with respect to a requisite service is obliged by a series of agents employed by the service providers. The services when provided from a specific place include huge investments on infrastructure resulting in heavy bills for installation of various resources. The services are dependent on the availability of the concerned staff when the consumer is in need. The availability is dependent not just upon the service provider’s presence in person but is also dependent on the expertise of the service provider which should be in accordance with the requirement of the consumer. Primary rate interference, consumer satisfaction score, turnaround time and failure to follow up are some of the problems faced by the services provided from a certain location. With the advent of new technology the concept of legacy telephony has become redundant over the years. Yet, some age old organisations and institutions make the use of the same thus having technical challenges in sync with the existing technology.

[0003] In the light of aforementioned discussion there exists a need for performance analysis of geographically dispersed branches. For example: the organisations dealing with public utility services, small entities, large entities, private organisations, and the like without limiting the scope of the disclosure tend to have fixed lines as they depend on the legacy telephony. This leads to flooding of calls especially during the hour of need, hence a system and method in place where the services can be provided across geographical barriers and where consumer relationship management could be integrated in a teleworking based ecosystem is needed.

BRIEF SUMMARY

[0004] The following presents a simplified summary of the disclosure in order to provide a basic understanding to the reader. This summary is not an extensive overview of the disclosure and it does not identify key/critical elements of the invention or delineate the scope of the invention. Its sole purpose is to present some concepts disclosed herein in a simplified form as a prelude to the more detailed description that is presented later.

[0005] Exemplary embodiments of the present disclosure are directed towards a computer implemented system for managing teleworking services and methods employed thereof.

[0006] Another exemplary objective of the present subject matter is directed towards managing multiple calls through a central automatic call distribution system.
[0007] Another exemplary objective of the present subject matter is directed towards redistribution of calls based on the congestion.
[0008] Another exemplary objective of the present subject matter is directed towards a single number for all the consumers to call for requisite services.
[0009] Another exemplary objective of the present subject matter is directed towards routing the receiving communication to a specific level based on the intensity of the requirement.
[00010] Yet another exemplary objective of the present subject matter is directed towards additional cloud services based on the requirement during the time period of maximum requirement.
[00011] Another exemplary aspect of the present subject matter is directed towards a distributed customer care logic configured to convert legacy telephony into an advanced interactive voice response technology through a centralised automatic call distribution system for receiving communication and responding communication which are directed to an added virtual network.

BRIEF DESCRIPTION OF DRAWINGS

[00012] Other objects and advantages of the present invention will become apparent to those skilled in the art upon reading the following detailed description of the preferred embodiments, in conjunction with the accompanying drawings, wherein like reference numerals have been used to designate like elements, and wherein:

[00013] FIG. 1 is a block diagram depicting a system for providing and managing teleworking solutions, according to an exemplary embodiment of the present disclosure.

[00014] FIG. 2 is a block diagram depicting the interaction of computing devices with the system disclosed in FIG. 1, according to an exemplary embodiment of the present disclosure.

DETAILED DESCRIPTION

[00015] It is to be understood that the present disclosure is not limited in its application to the details of construction and the arrangement of components set forth in the following description or illustrated in the drawings. The present disclosure is capable of other embodiments and of being practiced or of being carried out in various ways. Also, it is to be understood that the phraseology and terminology used herein is for the purpose of description and should not be regarded as limiting.

[00016] The use of “including”, “comprising” or “having” and variations thereof herein is meant to encompass the items listed thereafter and equivalents thereof as well as additional items. The terms “a” and “an” herein do not denote a limitation of quantity, but rather denote the presence of at least one of the referenced item. Further, the use of terms “first”, “second”, and “third”, and the like, herein do not denote any order, quantity, or importance, but rather are used to distinguish one element from another.

[00017] Referring to FIG. 1 is a block diagram 100, depicting a system for providing and managing teleworking solutions, according to an exemplary embodiment of the present disclosure. The diagram 100 comprises of a skill analysing logic 102 where the user is assigned to a particular consumer based on his/her skill which is proportional to the requirement of the consumer, a communication establishment processing logic 104 configured to establish a responding communication, a receiving communication, a sole receiving communication, and the like, without limiting the scope of the disclosure.. The communication establishment logic 104 may further be inclusive of, a telecom engine 104a, a mobile engine 104b and an IT engine 104c. The IVR includes applications which are further connected to a database 112 through the server 110. The skill analysing logic 102 is configured to deal with the contact details of each and every consumer referred to the user based on his skills. The communication establishment processing logic 104 is configured to operate in two scenarios: one being the responding scenario and the other being the receiving scenario, and the third being calls dialled from the server 110 and disposition on mobile app in the user’s mobile device. User login management logic 106 is configured to deal with the post login options available to the user for establishing communication with the consumer. Time bound task management logic 108 is configured to deal with a task that is inclusive of, but not limited to, a request, a complaint, a query, and the like. An additional application interfacing logic 114 is configured to coordinate with the additional applications in the computing and/or mobile device of the user and/or the consumer device from the pre-existing databases. The interfaces within traditional software are configured to store data which is pulled from the existing database. The process of dynamic disposition is configured to have a dynamically programmed algorithm to enable the user to be able to communicate with and/or without a computing device and /or mobile device. The dynamic disposition process is configured to pull the relevant data to the user from the database 112. In the server form the functions can be created. Distributed customer care logic 116 is configured convert legacy telephony into an advanced interactive voice response (IVR) technology through a centralised automatic call distribution system (ACD). An example of application of the distributed customer care logic 116 could be with reference to electricity boards. Every locality has a less loaded area and a more loaded area depending upon the requirement of the hour. For example; power cuts in a specific area would make that area a high load area in terms of receiving communication as the consumers would be communicating frequently for fixing the issue. A single dedicated number (referred to as a number from now onwards) is allocated for consumers for communicating with the organisation. The number is available to the consumers through documents not limiting to, electricity bills, and the like. The receiving communication is converted to an advanced IVR and is redistributed to an advanced ACD preferably integrated in a hand held device, not limited to, a mobile, a tablet, a smart phone, and the like. The system upon analysing the peak hour requirement, not limiting to, power cut in a particular locality at a given hour, the receiving communication a virtual network is added to route the receiving communication as well as responding communication. The distributed customer care logic 116 communicates with the carrier services for the legacy telephony and the receiving communication from the virtual network is sent to the intelligence switch of the application integrated within the system for being converted to responding communication.

[00018] Referring to FIG. 2 is a block diagram 200, depicting the interaction of computing devices with the system disclosed in FIG. 1, according to an exemplary embodiment of the present disclosure. It should be noted, however, that embodiments are not limited to implementation on such computing devices and/or mobile device, but may be implemented on any of a variety of different types of computing units within the scope of embodiments hereof. The computing device and/or mobile device are only one example of search and it is not intended to suggest any limitation as to the scope of use or functionality of the disclosure.

[00019] The computing and/or mobile device comprises of a processor 206, a memory 204, a network interface 208, an input device 210 and an output device 212 which are coupled together via a bus structure 202. The memory 204 is configured to store the logics of the system (FIG.1) which are the skill analysing logic 102; the communication establishment processing logic 104, the user login management logic 106, the time bound task management logic 108, and the additional application interfacing logic 114, and the distributed customer care logic 116. The logics of the system (FIG.1) are configured to deal with Consumer relationship management (CRM). The input device 210 may be a type of input unit, not limiting to, a keyboard, a mouse, a touch screen, a scanner, a camera, a microphone and the like. The output device 212 may be any type of output unit, not limiting to, a liquid crystal display (LCD) or other type of video display unit, a speaker, or a printer.

[00020] Although the present disclosure has been described in terms of certain preferred embodiments and illustrations thereof, other embodiments and modifications to preferred embodiments may be possible that are within the principles and spirit of the invention. The above descriptions and figures are therefore to be regarded as illustrative and not restrictive.

[00021] Thus the scope of the present disclosure is defined by the appended claims and includes both combinations and sub combinations of the various features described herein above as well as variations and modifications thereof, which would occur to persons skilled in the art upon reading the foregoing description.