System and method for transmitting critical communications to a plurality of communication recipients
A system and method are provided that deliver critical communications to a plurality of recipients, on demand, at any time and nearly anywhere. A server receives input from a client interface that defines the communication, recipient information, and broadcast information. The system contacts pre-selected groups of recipients according to client-defined hunt group. One or more different media platforms may be used for client and recipient interfaces. Text-to-speech and speech recognition technologies further broaden the usability of the system and permit over-dial or web provisioning. Recipients may be selectively transferred to a contact center or a conference bridge with other recipients in response to the communication. Access levels and user permissions may be client defined to structure the system for a client's organizational needs.
1. A system for transmitting a critical communication from a client to a plurality of communication recipients, the system comprising:
a client interface;
a server, having at least a processor and a data storage device;
a network connection between said client interface and said server;
a plurality of recipient interfaces, each of said recipient interfaces comprising means for receiving a critical communication from said server and conveying the critical communication to a communication recipient; and
software operative on said processor to:
a) receive recipient contact information for each of said plurality of recipient interfaces and store said recipient contact information in one or more predefined groups of communication recipients;
b) receive communication input from said client interface that defines the critical communication;
c) receive recipient input from said client interface regarding the identity of a group of communication recipients selected to receive the critical communication;
d) receive broadcast input from said client interface that dictates when said server will contact said particular group of communication recipients selected to receive the critical communication;
e) attempt to contact said particular group of communication recipients via said plurality of recipient interfaces;
f) transmit the critical communication to said plurality recipient interfaces; and
g) at least temporarily record contact data, relating to said attempt to contact said particular group of communication recipients, and formulate said contact data into one or more broadcast reports.
2. The system of claim 1 wherein said client interface is a computer device and said input that defines the critical communication is provided in a text format.
3. The system of claim 2 wherein said software is further operative to transmit the critical communication to said plurality of recipient interfaces as data that is translatable into a text format by said plurality of recipient interfaces.
4. The system of claim 3 wherein at least one of said recipient interfaces is a computer device.
5. The system of claim 1 wherein said client interface is a telephone and said input that defines the critical communication is provided in an audible format.
6. The system of claim 5 wherein said software is further operative to transmit the critical communication to said plurality recipient interfaces as data that is translatable into an audio format by said plurality recipient interfaces.
7. The system of claim 5 wherein said software is further operative to transmit the critical communication to said plurality recipient interfaces as data that is translatable by said plurality recipient interfaces as one of a plurality of different selectable voices or languages.
8. The system of claim 5 wherein at least one of said recipient interfaces is a telephone.
9. The system of claim 1 wherein said recipient contact information is comprised of a plurality of different contacts, relating to different types of recipient interfaces, for each of the communication recipients.
10. The system of claim 9 wherein said software is further operative to store and access said different contacts in a predefined hunt pattern for each of the communication recipients.
11. The system of claim 10 wherein said software is further operative on said processor to automatically initiate at least one additional attempt to contact a recipient, using said different contacts according to said predefined hunt pattern if a first attempt to contact the recipient is unsuccessful.
12. The system of claim 1 wherein said software is further operative to transmit a query to said recipient interfaces and receive recipient response data that is responsive to said query prior to transmitting said critical communication to said recipient interfaces.
13. The system of claim 12 wherein said software is further operative to receive audible recipient response data.
14. The system of claim 1 wherein said software is further operative to detect that a recipient interface has been answered by a message recording system and leave a message to have a recipient contact said server.
15. The system of claim 14 wherein said software is further operative to receive inbound communications from the communications recipients, via said recipient interfaces, in response to the critical communication.
16. The system of claim 1 wherein said software is further operative to receive input from a recipient and put said recipient in communication with a live client representative, contact center, or message board/IVR system.
17. The system of claim 16 wherein said software is further operative to provide a conference bridge that places a plurality or the communication recipients in communication with one another after transmitting the critical communication to said plurality recipient interfaces.
18. The system of claim 1 wherein said software is further operative to receive input from said client interface that redefines said particular group of communication recipients by including or excluding particular communication recipients according to a common selectable attribute.
19. The system of claim 1 wherein said software is further operative to receive input from said client interface that provides an alternate contact identity for one or more particular communications recipients.
20. The system of claim 19 wherein said software is further operative to store and access said alternate contact identify in a predefined hunt pattern for said one or more particular communication recipients.
21. The system of claim 1 wherein said software is further operative to receive input from said client interface that defines the rate at which communications recipients within said particular group of communication recipients are contacted.
22. The system of claim 21 wherein said software is further operative to receive input from a recipient and put said recipient in communication with a live client representative, contact center, or message board/IVR system.
23. The system of claim 1 wherein said software is further operative to recognize failed attempts by the system to contact one or more communications recipients within said particular group of communication recipients via said plurality of recipient interfaces and automatically initiate subsequent attempts to contact said one or more communications recipients within said particular group of communications recipients with whom the system failed to contact.
24. The system of claim 23 wherein said software is further operative to receive input from said client interface that defines the number of times the system will initiate subsequent attempts to contact said one or more communications recipients within said particular group of communications recipients with whom the system failed to contact.
25. The system of claim 1 wherein said software is further operative to record transmissions between said server and recipient interfaces, according to a selected recording pattern.
26. The system of claim 1 wherein said software is further operative to transmit a pre-selected, user-defined caller identification that sub plants an actual caller identification associated with said server.
27. The system of claim 1 wherein said software is further operative to make said broadcast reports available to said client interface in a real-time fashion.
28. The system of claim 1 wherein said software is further operative to receive input from said client interface that creates one or more user access levels that define access to and control over said recipient input received from said client interface.
29. The system of claim 28 wherein said one or more user access levels further define access to and control over said communication input from said client interface.
30. The system of claim 1 wherein said software is further operative to receive input from said client interface that defines one or more user permissions, which define access to and control over said recipient input.
31. The system of claim 30 wherein said one or more user permissions further define access to and control over said communication input.
32. The system of claim 1 wherein said software is further operative to receive input from said client interface that defines one or more user activities, which define access to and control over said broadcast input.
33. The system of claim 32 wherein said one or more user activities further define access to and control over user logins from said client interface.
34. The system of claim 1 wherein said software is further operative to receive input from said client interface that defines one or more user roles and responsibilities, which define access to and control over one or more types of input received from said client interface.
35. The system of claim 1 wherein said software is further operative to receive text inputs from said client interface, interpret said text inputs according to predefined phonetic spelling rules, and later transmit said text input as an audible, phonetic pronunciation of said text input.