System and method for common account based routing of contact records
View Patent ↗A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call record accounts related to the same individual. A common account tag detector detects related accounts and communicates with a common account controller of a distribution module that distributes contact attempts in pools and queues. The common account controller locates related accounts, such as by searching for accounts having the same tag, to prevent additional contact attempts to the individual associated with the related accounts. The related accounts are forwarded to the operator who made the successful contact to coordinate resolution of the related accounts along with the account that originated the contact attempt.
1. A system for coordinating distribution of contact records between plural contact devices, each contact device operable to establish contacts using the contact records and having plural associated contact agents to interact with the contacts, the system comprising:
a distribution module operable to interface with each contact device and to distribute the contact records to the contact devices;
a comparison engine operable to identify one or more sets of contact records, each set related by one or more factors; and
a common account controller associated with the distribution module and operable to route each of the one or more sets of contact records identified as related to common contact devices so that each set routes to one contact device.
2. The system of claim 1 wherein the comparison engine is further operable to tag the contact records identified as related, the system further comprising a common account tag detector associated with each contact device and operable to detect tagged contact records and to communicate to the common account controller call attempt results for tagged contact records.
3. The system of claim 2 wherein the contact devices comprise outbound telephone calling devices.
4. The system of claim 3 wherein the comparison engine identifies related contact records by comparing contact record outbound telephone contact numbers.
5. The system of claim 1 wherein the comparison engine identifies related contact records by comparing contact record social security account numbers.
6. The system of claim 1 further comprising plural distribution modules, each distribution module associated with predetermined contact devices and having a common account controller, the common account controllers coordinating transfer of related contact records to common contact devices.
7. A method for coordinating distribution of contact records between plural contact devices, each contact device operable to simultaneously establish plural contacts for plural associated agents, the method comprising:
comparing one or more predetermined factors of the contact records to identify one or more sets of related contact records;
distributing the contact records to plural contact devices, each set of related contact records distributed to a common contact device;
establishing a contact with a contact record at a contact device;
determining that the established contact has related contact records; and
presenting the related contact records to the agent at the contact device having the established contact.
8. The method of claim 7 wherein comparing predetermined factors comprises comparing the individual name associated with each contact record.
9. The method of claim 7 wherein comparing predetermined factors comprises comparing the social security account number associated with each contact record.
10. The method of claim 7 wherein comparing predetermined factors comprises comparing the contact information associated with each contact record.
11. The method of claim 7 wherein establishing a contact further comprises dialing an outbound telephone number.
12. The method of claim 7 wherein distributing the contact records further comprises:
interfacing the contact devices with a distribution module;
distributing the contact records to contact devices through the distribution module.
13. The method of claim 7 wherein establishing a contact further comprises establishing a voice connection through a VoIP.