System and method for advanced campaign management

Patent metadata

Field	Value
Publication number	US-9979821-B2
Application number	US-201715410846-A
Country	US
Kind code	B2
Filing date	Jan 20, 2017
Priority date	Jan 20, 2016
Publication date	May 22, 2018
Grant date	May 22, 2018

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 the steps of:
a. configuring an automated dialing campaign sequence for the outbound dialing platform, wherein the campaign sequence comprises a plurality of groups;
b. arranging the plurality of groups within the campaign sequence, wherein each group is identified by a corresponding activation trigger of a plurality of activation triggers;
c. initiating the campaign sequence with the outbound dialing platform, wherein the campaign sequence flows between groups, by placing outbound calls to a first group of the plurality of groups;
d. monitoring, by the outbound dialing platform, the campaign sequence as the campaign sequence flows to identify whether one of the activation triggers is met;
e. selecting a second group corresponding to the one of the activation triggers; and
f. automatically placing outbound calls to the second group.

2. The method of claim 1 , wherein each group in the plurality of groups has the same campaign properties.

3. The method of claim 2 , wherein the campaign properties are adjustable.

4. The method of claim 2 , wherein the campaign properties comprise values.

5. The method of claim 4 , wherein the values vary for groups in the plurality of groups.

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

7. The method of claim 1 , wherein the plurality of groups are constructed on a strategy, wherein the strategy is used to determined transition from the campaign sequence to a different campaign sequence.

8. The method of claim 7 , wherein the strategy comprises a statistical, event, or a time strategy.

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

10. The method of claim 9 , wherein activation triggers are based on at least one of: time, event, and statistics.

11. The method of claim 10 , wherein the activation trigger based on time occurs when a selected event occurs.

12. The method of claim 10 , wherein the activation trigger based on event occurs with a specific event.

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

14. The method of claim 9 , wherein the flow between groups is predicted based on monitoring of an active campaign group.

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

16. The method of claim 15 , wherein evaluating comprises monitoring desired parameters for reaching a threshold, wherein the threshold triggers step (e) of claim 1 .

17. The method of claim 16 , 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.

18. The method of claim 15 , wherein evaluating comprises monitoring desired parameters for an event, wherein the event triggers step (e) of claim 1 .

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

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

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

22. The method of claim 1 , further comprising automatically transitioning to a new campaign sequence.

23. The method of claim 1 , wherein placing outbound calls to the second group is triggered by manual override.

24. The method of claim 1 , further comprising transitioning to a different group within the campaign sequence.

25. A method for management of an outbound dialing campaign in a contact center system, wherein the contact center system comprises an outbound dialing platform, the method comprising the steps of:
a. configuring, by a user through a user interface, an automated dialing campaign for the outbound dialing platform, wherein the configuring comprises creating at least one sequence, wherein the at least one sequence comprises one or more groups;
b. arranging the one or more groups within the at least one sequence based on desired sequence flow, wherein each group is identified by a corresponding activation trigger of a plurality of activation triggers;
c. initiating, by the user, a first sequence, wherein the outbound dialing platform automatically conducts the dialing campaign, by placing outbound calls to a first group of the plurality of groups;
d. monitoring, by the outbound dialing platform, the dialing campaign as the dialing campaign flows from a first group to a next group in the arrangement of one or more groups within the first sequence to identify whether one of the activation triggers is met;
e. selecting a second group corresponding to the one of the activation triggers; and
f. automatically placing outbound calls to the second group.

Assignees

• Interactive Intelligence Group Inc

Inventors

• Stumpf Mark R
• Mccormick Chad
• Wolfe Brian

Classifications

• H04M2203/256

  comprising a service specific user interface · CPC title

• H04M3/5158 Primary

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

• H04M3/5183

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

• H04M2203/2072

  Schedules, e.g. personal calendars · CPC title

• H04M2203/401

  Performance feedback · CPC title