Managing interactive communications campaigns

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). In particular, the campaign strategy manager enables the user to make changes to the current strategy as a sub-campaign is running through a particular list.

主权项

1. Apparatus, comprising:
a network-accessible infrastructure comprising one or more servers executing on or more hardware processors; program code associated with a server of the one or more servers to receive data defining a campaign strategy, the campaign strategy having associated therewith a pass pattern defining a number and type of passes associated, wherein at least one pass in the pass pattern has associated therewith one or more criteria that are evaluated to apply an escalation to that pass; program code associated with a server of the one or more servers to receive a list of outbound contacts; and program code associated with a server of the one or more servers and operative during a campaign to initiate an outbound communication to each contact on the list of outbound contacts according to the campaign strategy, wherein during the campaign at least one criteria in the pass is evaluated to cause an escalation.