Method and apparatus for determining and initiating interaction directionality within a multimedia communication center

A method for managing outbound campaigns in an enterprise-hosted multimedia call center (MMCC), comprising steps of:

• (a) programming a campaign via a programming interface of a campaign module;
• (b) searching a data repository storing interaction strings for interactions justifying inclusion in the campaign according to programmed criteria;
• (c) preparing task lists from retrieved data;
• (d) monitoring interaction level at the MMCC;
• and
• (e) launching the campaign upon the interaction level falling below a preset level by sending task lists to selected agents.

A multimedia call center (MMCC), comprising:

• an outward interface comprising apparatus for receiving multimedia communication from connected networks;
• an inward structure comprising apparatus for routing and connecting incoming multimedia communications to agents and selected equipment;
• an outbound apparatus dedicated to initiating outbound communications from agents and selected equipment;
• and
• a dynamic campaign module (DCM) for facilitating and monitoring outbound campaigns, the DCM comprising an interaction-level monitoring function for monitoring interaction level of the MMCC according to programmed criteria, and comparing the real-time level with a preset threshold, a search and retrieve function for searching a data repository storing records of interactions and retrieving interaction data for specific interactions according to programmed criteria, a scripting function for selecting agents of the MMCC for participating in a campaign, and for preparing task lists for said agents, and an initiation function for initiating a campaign and distributing the task lists to the selected agents;
• wherein, during times of interaction level above the preset threshold the DCM searches the data repository, retrieves data, and prepares agent and task lists for a campaign, and wherein, when the interaction level falls below the preset threshold, the DCM launches and distributes task lists to agents selected for a campaign.