System and method for advanced campaign management

Patent metadata

Field	Value
Publication number	US-10594864-B2
Application number	US-201815945632-A
Country	US
Kind code	B2
Filing date	Apr 4, 2018
Priority date	Jan 20, 2016
Publication date	Mar 17, 2020
Grant date	Mar 17, 2020

Abstract

A system and method are presented for advanced campaign management in outbound dialing platforms. In a contact center environment, a dialing campaign may be configured such that the outbound dialing platform modifies its behavior automatically throughout the dialing campaign as conditions change. Dialing campaigns may be constructed from groups, which are organized into a campaign sequence. As the campaign sequence flows between groups, details of the campaign may be monitored and evaluated by the platform. Group transitions may be initiated based on activation triggers. In an embodiment, campaign sequences may also be automatically transitioned to new campaign sequences, paused, or reset based on activation triggers. A transition may also be initiated by manual override of the platform.

First claim

The invention claimed is:

1. A method for management of outbound dialing campaigns in a contact center system, wherein the contact center system comprises an outbound dialing platform, the method comprising:
configuring an automated dialing campaign for the outbound dialing platform, wherein a campaign sequence comprises a plurality of campaign groups, wherein each of the plurality of the campaign groups is associated with at least one campaign property, each campaign property having a value;
initiating the campaign sequence with the outbound dialing platform, wherein the campaign sequence progresses between campaign groups;
monitoring, by the outbound dialing platform, the value of the at least one campaign property;
updating the value of the at least one campaign property as the campaign progresses through each group; and
modifying the campaign sequence based on an updated value of the at least one campaign property.

2. The method of claim 1 , wherein each campaign group in the plurality of campaign groups has the same campaign properties comprising the at least one campaign property.

3. The method of claim 2 , wherein the at least one campaign property comprises at least one of: a time zone and a filter.

4. The method of claim 1 , wherein the plurality of campaign groups are constructed on a campaign strategy, wherein the campaign strategy comprises a statistical, an event, or a time strategy.

5. The method of claim 4 , wherein the campaign strategy is used to determine a transition from a first campaign sequence to a second campaign sequence.

6. The method of claim 1 , wherein each campaign group in the plurality of campaign groups has one or more parent campaign groups, wherein an activation trigger initiates a transition from a parent campaign group to another campaign group based on the activation trigger.

7. The method of claim 6 , wherein the activation trigger is based on at least one of: time, event, and statistics.

8. The method of claim 6 , wherein the activation trigger based on time occurs when a selected event occurs.

9. The method of claim 6 , wherein the activation trigger based on event occurs with a specific event.

10. The method of claim 6 , wherein the activation trigger is based on statistics, wherein the activation trigger based on statistics occurs when either a configured statistic occurs or a threshold is reached.

11. The method of claim 1 , wherein the progress between campaign groups is predicted based on monitoring of an active campaign group.

12. The method of claim 1 wherein the monitoring comprises evaluating intervals of the campaign sequence as the campaign sequence progresses.

13. The method of claim 1 , wherein the monitoring comprises monitoring desired parameters for reaching a threshold, wherein the threshold triggers the modifying the campaign sequence.

14. The method of claim 13 , wherein the desired parameters comprise at least one of: calls per hour, calls per agent, connected calls, total agents, active calls, status, a time, and idle agents.

15. The method of claim 1 , wherein the monitoring comprises monitoring desired parameters for an event, wherein the event triggers the modifying the campaign sequence.

16. The method of claim 1 , wherein the monitoring of the campaign sequence is displayed for a user with nodes which comprise color coding.

17. The method of claim 1 , further comprising automatically pausing the campaign sequence for system events.

18. The method of claim 1 , wherein the updating the value of the at least one campaign property is overridden by a user manually.

19. The method of claim 1 , wherein the modifying the campaign sequence is overridden by a user manually.

Assignees

• Interactive Intelligence Group Inc

Inventors

• Stumpf Mark R
• Mccormick Chad
• Wolfe Brian

Classifications

• H04M2203/2072

  Schedules, e.g. personal calendars · CPC title

• H04M2203/256

  comprising a service specific user interface · CPC title

• H04M2203/401

  Performance feedback · CPC title

• H04M3/5183

  Call or contact centers with computer-telephony arrangements · CPC title

• H04M3/5158 Primary

  in combination with automated outdialling systems (devices for signalling identity of wanted subscriber H04M1/26) · CPC title