发明名称 |
Method and system for managing interactive communications campaign using a hold queue |
摘要 |
A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons do not impair the connections being established and maintained to the agents. |
申请公布号 |
US8605887(B2) |
申请公布日期 |
2013.12.10 |
申请号 |
US201213620778 |
申请日期 |
2012.09.15 |
申请人 |
SEGALL TIMOTHY R.;WEINSTEIN DAMON;SOUNDBITE COMMUNICATIONS, INC. |
发明人 |
SEGALL TIMOTHY R.;WEINSTEIN DAMON |
分类号 |
H04M3/00 |
主分类号 |
H04M3/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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