US 2017/0230503 A1 · SYSTEM AND METHOD FOR ADVANCED CAMPAIGN MANAGEMENT

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.

Claims25

Dependent claims

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;
c. initiating the campaign sequence with the outbound dialing platform, wherein the campaign sequence flows between groups;
d. monitoring, by the outbound dialing platform, the campaign sequence as the campaign sequence flows;
and
e. automatically initiating a transition based on the monitoring of the sequence.

3 more elements

Dependencies are inferred from the claim text.

System and method for advanced campaign management

Life of this patent

System and method for advanced campaign management

Life of this patent

Abstract

Claims25