发明名称 |
METHOD AND SYSTEM FOR MANAGING INTERACTIVE COMMUNICATIONS CAMPAIGNS WITH CALL PACING |
摘要 |
A Web-based hosted system through which business entities create and manage communications campaigns. The system carries out a communications campaign on behalf of a client. A campaign is a series of calls to a contact list using one or more sub-campaigns. A sub-campaign associates a list of contacts, a script, and a timeframe. An agent typically is a contact center operator. A skill group is a set of agents that are trained to handle a given script. Call pacing enhancements are implemented to allow simultaneous progress on multiple sub-campaigns under a skill group. The techniques enable control over the pacing of individual sub-campaigns when multiple sub-campaigns are running under a single skill group. The service also provides a framework by which a set of “pluggable” pacing models are provisioned and managed, preferably on a per-model basis. |
申请公布号 |
US2016105564(A1) |
申请公布日期 |
2016.04.14 |
申请号 |
US201514936565 |
申请日期 |
2015.11.09 |
申请人 |
SOUNDBITE COMMUNICATIONS, INC. |
发明人 |
Segall Timothy R. |
分类号 |
H04M3/523;H04M3/51 |
主分类号 |
H04M3/523 |
代理机构 |
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代理人 |
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主权项 |
1. Apparatus associated with an outbound contact center, comprising:
a hardware processor; computer memory storing computer program instructions executed by the hardware processor to export, as a set of one or more web pages, a call pacing configuration tool, the call pacing configuration tool enabling receipt of data defining a call pacing strategy that enables control over pacing of individual sub-campaigns when multiple sub-campaigns are running; and the computer memory storing further storing computer program instructions to execute a communications campaign using the call pacing strategy to pace individual sub-campaigns when the multiple sub-campaigns are running. |
地址 |
Bedford MA US |