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 |
US9071688(B2) |
申请公布日期 |
2015.06.30 |
申请号 |
US201314088368 |
申请日期 |
2013.11.23 |
申请人 |
SOUNDBITE COMMUNICATIONS, INC. |
发明人 |
Segall Timothy R. |
分类号 |
H04M3/00;H04M5/00;H04M3/51 |
主分类号 |
H04M3/00 |
代理机构 |
Christie, Parker & Hale, LLP |
代理人 |
Christie, Parker & Hale, LLP |
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 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 |