Enhanced abandoned call recovery for a contact center

A system for originating an enhanced-abandoned call recovery (“E-ACR”) callback call to a caller of an incoming call previously abandoned after the caller interacted with an interactive voice response (“IVR”) unit having an IVR menu structure, the system comprising:

• a communications handler configured to:
• receive the incoming call from the caller, the incoming call indicating a calling party number and directed to a called party number;
• cause an announcement of a menu level of the IVR menu structure to be played to the caller, wherein the announcement comprises a menu selection prompt;
• receive a response to the menu selection prompt from the caller, whereby the caller is associated with a sub-tending menu level in the IVR menu structure as a response of the menu selection prompt;
• determine that an E-ACR assignment point is associated with the sub-tending menu level in the IVR menu structure;
• determine the incoming call has been terminated while the incoming call is associated with the sub-tending menu level in the IVR menu structure;
• initiate the E-ACR callback call to the caller based on an account status of the calling party number of the incoming call and based on the incoming call terminating while associated with the sub-tending menu level having the E-ACR assignment point;
• and
• connect an agent to the E-ACR callback call having a skill set associated with the sub-tending menu level in the IVR menu structure.

A non-transitory computer readable medium storing instructions that when executed cause a processor to:

• receive an indication of an incoming caller from a caller, the incoming call indicating a calling party number and directed to a called party number;
• cause an announcement comprising a menu selection prompt of an interactive voice response (“IVR”) menu structure to be played to the caller;
• receive a response to the menu selection prompt from the caller, whereby the caller is associated with a sub-tending menu level in the IVR menu structure;
• determine that an enhanced-abandoned call recovery (“E-ACR”) assignment point is associated with the sub-tending menu level in the IVR menu structure;
• determine the incoming call has been abandoned while the incoming call is associated with the sub-tending menu level in the IVR menu structure;
• cause an E-ACR callback call to be initiated to the caller based on an account status of the calling party number of the incoming call and based on the sub-tending menu level in the IVR menu structure having the E-ACR assignment point;
• and
• cause an agent to be connected to the E-ACR callback call, wherein the agent has a skill set associated with a callback campaign associated with the sub-tending menu level in the IVR menu structure.

A non-transitory computer readable medium storing instructions that when executed cause a processor to:

• receive an indication of an incoming caller from a caller, the incoming call indicating a calling party number and directed to a called party number;
• cause an announcement comprising a menu selection prompt of an interactive voice response (“IVR”) menu structure to be played to the caller;
• receive a response to the menu selection prompt from the caller, whereby the caller is associated with a sub-tending menu level in the IVR menu structure;
• determine that an enhanced-abandoned call recovery (“E-ACR”) assignment point is associated with the sub-tending menu level in the IVR menu structure;
• determine the incoming call has been abandoned while the incoming call is associated with the sub-tending menu level in the IVR menu structure;
• cause an E-ACR callback call to be initiated to the caller based on the sub-tending menu level in the IVR menu structure having the E-ACR assignment point;
• and
• cause an agent to be connected to the E-ACR callback call, wherein the agent has a skill set associated with a callback campaign associated with the sub-tending menu level in the IVR menu structure.