WO2010080943A3 - Method and system for managing interactive communications campaign - Google Patents

Method and system for managing interactive communications campaign Download PDF

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Publication number
WO2010080943A3
WO2010080943A3 PCT/US2010/020415 US2010020415W WO2010080943A3 WO 2010080943 A3 WO2010080943 A3 WO 2010080943A3 US 2010020415 W US2010020415 W US 2010020415W WO 2010080943 A3 WO2010080943 A3 WO 2010080943A3
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WO
Grant status
Application
Patent type
Prior art keywords
service
agent
system
campaign
established
Prior art date
Application number
PCT/US2010/020415
Other languages
French (fr)
Other versions
WO2010080943A2 (en )
Inventor
Timothy R. Segall
Damon Weinstein
Original Assignee
Soundbite Communications, Inc.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date

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Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232Call distribution algorithms
    • H04M3/5233Operator skill based call distribution

Abstract

A web-based hosted solution (a managed service or system) through which business entities create and manage communications campaigns, such as interactive campaigns that afford target recipients an opportunity to be connected to a call center. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons (on the service side) do not impair the connections that are being established and maintained to the agents. The managed service carries out a communications campaign on behalf of a client. A "campaign" refers to a series of calls to a contact list using one or more sub-campaigns. A sub-campaign associates a list of contacts, a script, and a timeframe.
PCT/US2010/020415 2009-01-08 2010-01-08 Method and system for managing interactive communications campaign WO2010080943A3 (en)

Priority Applications (4)

Application Number Priority Date Filing Date Title
US12350745 US8280031B2 (en) 2009-01-08 2009-01-08 Method and system for managing interactive communications campaign using a hold queue
US12/350,738 2009-01-08
US12350738 US8270594B2 (en) 2009-01-08 2009-01-08 Method and system for managing interactive communications campaign with reduced customer-to-agent connection latency
US12/350,745 2009-01-08

Publications (2)

Publication Number Publication Date
WO2010080943A2 true WO2010080943A2 (en) 2010-07-15
WO2010080943A3 true true WO2010080943A3 (en) 2010-10-14

Family

ID=42317143

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2010/020415 WO2010080943A3 (en) 2009-01-08 2010-01-08 Method and system for managing interactive communications campaign

Country Status (1)

Country Link
WO (1) WO2010080943A3 (en)

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20010025329A1 (en) * 1998-03-26 2001-09-27 Micron Technology, Inc. A Delaware Corporation Method and system for managing communications among computer devices
US20040029638A1 (en) * 2000-11-22 2004-02-12 Doug Hytcheson Method and system for improving the efficiency of state information transfer over a wireless communications network
US20050169235A1 (en) * 2000-11-22 2005-08-04 Doug Hutcheson Method and system for mediating interactive services over a wireless communications network
US20080235342A1 (en) * 2006-11-02 2008-09-25 Cvon Innovations Ltd. Interactive communications system

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20010025329A1 (en) * 1998-03-26 2001-09-27 Micron Technology, Inc. A Delaware Corporation Method and system for managing communications among computer devices
US20040029638A1 (en) * 2000-11-22 2004-02-12 Doug Hytcheson Method and system for improving the efficiency of state information transfer over a wireless communications network
US20050169235A1 (en) * 2000-11-22 2005-08-04 Doug Hutcheson Method and system for mediating interactive services over a wireless communications network
US20080235342A1 (en) * 2006-11-02 2008-09-25 Cvon Innovations Ltd. Interactive communications system

Also Published As

Publication number Publication date Type
WO2010080943A2 (en) 2010-07-15 application

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