Outbound calling system in a contact center
AssigneeConcerto Software, Inc.
InventorEyal Ben-Chanoch
Life of this patent
Estimating the term…
Abstract
An integrated contact center capable of generating outbound calls in a plurality forms including at least one instant online communication form for instantly communicating with a customer when he is online. A priority scheme or communication forms is preset for each customer so that the contact center may try the outbound calls according to the scheme until one succeeds. The contact center detects whether the target customer is online or not before an online communication form is tried.
Claims21
A method of generating outbound contacts from a contact center to a customer, comprising the steps of:
- presetting for a customer a priority scheme that in which order shall a plurality of forms of outbound contact be tried, said plurality forms including at least one generally instant online communication form;
- and
- generating an outbound contact to said customer by trying one form after another according to said priority scheme preset for said customer until one form succeeds.
A contact center for communicating with its customers comprising:
- means for presetting, for one or more specified customers, an outbound contact priority scheme that controls in which order a plurality of forms of outbound contact shall be tried;
- and
- means for generating outbound contact to the customer in the plurality forms of contact, wherein said plurality forms include at least one generally instant online communication form that is capable of generally instantly communicating with said customer when said customer is online.
A contact center for communicating with its customers comprising:
- means for generating an outbound contact to a customer in a plurality of forms of contact, wherein said plurality of forms of contact include at least one generlly instant online communication form that is capable of generally instantly communicating with said customer when said customer is online;
- and
- means for keeping a priority scheme of forms of contact for said customer according to which said forms of contact shall be tried one after another in a preset time period until one succeeds.
Dependencies are inferred from the claim text.