Managing interactive communications campaigns with customer recovery

摘要

A campaign strategy manager (CSM) component for a hosted communications campaign system allows users to define more granular and specific campaign strategies, including pass escalation for alternative channels (e.g., text and email) and/or based upon attempt results, contact attributes and response group data. The campaign strategy manager allows users to define pass strategies statically and dynamically, to manage lists across multiple campaigns, and to view results in real-time. A defined strategy is a static strategy created by a user for a particular campaign that, once created, typically is not modified. A dynamic strategy is one where, during the course of a day (e.g., as a sub-campaign is running), a user may alter the defined strategy, preferably just for that day (or portion thereof). The CSM may be used to implement a recovery strategy using a dialer pass.

主权项

1. A system for managing communications campaigns, the system comprising:
a switch configured to receive a plurality of communications for routing to one or more communication devices; a processor coupled to the switch; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
receive a campaign strategy comprising an ordered list identifying contact priorities for a plurality of devices associated with a target contact;transmit a first signal to the switch for establishing a first connection between a device from among the devices associated with the target contact and a first contact center resource;detect whether or not the first connection is successful; andin response to detecting the first connection is not successful, transmit a second signal to the switch for establishing a second connection between the device associated with the target contact and a second contact center resource without any automated script interaction.