System and methods for selecting a dialing strategy for placing an outbound call
A dialing strategy determination engine (DSDE) for selecting a dialing strategy for placing an outbound call has determination software executing on a computerized server from a machine-readable medium, access to stored dialing strategies, contact data, and a rules set, and a port for receiving a request for dialing strategy from an outbound dialer. The determination software, upon receiving a request for a dialing strategy associated with a contact identification, consults the rule set and the contact data, selects a dialing strategy based on the rules and the data, and returns the selected strategy to the outbound dialer.
1. A system for making outbound calls, the system comprising:
one or more processors; and
one or more memory devices coupled to the one or more processors and having instructions stored therein, the one or more processors each being configured to execute at least a portion of the instructions, the instructions comprising:
identifying a contact from among a plurality of contacts in a calling list;
receiving information about the contact;
comparing at least a portion of the received information against a condition;
selecting a plurality of dialing strategies for the contact based on the comparison;
selecting a dialing strategy from among the plurality of dialing strategies based on a criterion; and
returning the selected dialing strategy for making an outbound call based on the selected dialing strategy.
2. The system of claim 1 , wherein the information about the contact comprises a contact record, the contact record comprising at least one of a priority indication, a name, a region, or contact preferences.
3. The system of claim 2 , wherein the information about the contact further comprises external data, the external data comprising at least one of a purchase history, a customer rank, or a complaint history.
4. The system of claim 3 , wherein the selecting the plurality of dialing strategies comprises consulting one or more business rules by running one or more algorithms using the information as input.
5. The system of claim 1 , wherein the condition comprises a do not call list, and the selecting the plurality of dialing strategies comprises returning a call or no call decision based on the comparison.
6. The system of claim 5 , wherein the instructions further comprise retrieving external data about the contact if a call decision is returned, the external data comprising at least one of a purchase history, a customer rank, a calling history, or a complaint history.
7. The system of claim 1 , wherein the selected dialing strategy specifies one or more parameters, the one or more parameters comprising at least one of a dialer type or a dialing mode.
8. The system of claim 1 , wherein the at least a portion of the received information comprises a date and a time of an abandoned call result, and the condition comprises a time period before redial.
9. The system of claim 8 , wherein the selecting the plurality of dialing strategies comprises selecting a no-dial strategy if the time period before redial has not expired, and if the time period before redial has expired, consulting one or more business rules by running one or more algorithms using the information as input.
10. The system of claim 1 , wherein the at least a portion of the received information comprises a date and a time of a previous incoming call by the contact, and the condition comprises an elapsed time period since the previous incoming call.
11. The system of claim 10 , wherein the selecting the plurality of dialing strategies comprises selecting a no-dial strategy if the elapsed time period is less than a threshold amount, and if the elapsed time period is greater than or equal to the threshold amount, consulting one or more business rules by running one or more algorithms using the information as input.
12. The system of claim 1 , wherein the condition comprises a customer rank.
13. The system of claim 1 , wherein the criterion comprises a priority value.
14. A method for making outbound calls, the method comprising:
identifying, by one or more processors, a contact from among a plurality of contacts in a calling list;
receiving, by the one or more processors, information about the contact;
comparing, by the one or more processors, at least a portion of the received information against a condition;
selecting, by the one or more processors, a plurality of dialing strategies for the contact based on the comparison;
selecting, by the one or more processors, a dialing strategy from among the plurality of dialing strategies based on a criterion; and
returning, by the one or more processors, the selected dialing strategy for making an outbound call based on the selected dialing strategy.
15. The method of claim 14 , wherein the information about the contact comprises a contact record, the contact record comprising at least one of a priority indication, a name, a region, or contact preferences.
16. The method of claim 15 , wherein the information about the contact further comprises external data, the external data comprising at least one of a purchase history, a customer rank, or a complaint history.
17. The method of claim 16 , wherein the selecting the plurality of dialing strategies comprises consulting one or more business rules by running one or more algorithms using the information as input.
18. The method of claim 14 , wherein the condition comprises a do not call list, and the selecting the plurality of dialing strategies comprises returning a call or no call decision based on the comparison.
19. The method of claim 18 , further comprising retrieving, by the one or more processors, external data about the contact if a call decision is returned, the external data comprising at least one of a purchase history, a customer rank, a calling history, or a complaint history.
20. The method of claim 14 , wherein the selected dialing strategy specifies one or more parameters, the one or more parameters comprising at least one of a dialer type or a dialing mode.
21. The method of claim 14 , wherein the at least a portion of the received information comprises a date and a time of an abandoned call result, and the condition comprises a time period before redial.
22. The method of claim 21 , wherein the selecting the plurality of dialing strategies comprises selecting a no-dial strategy if the time period before redial has not expired, and if the time period before redial has expired, consulting one or more business rules by running one or more algorithms using the information as input.
23. The method of claim 14 , wherein the at least a portion of the received information comprises a date and a time of a previous incoming call by the contact, and the condition comprises an elapsed time period since the previous incoming call.
24. The method of claim 23 , wherein the selecting the plurality of dialing strategies comprises selecting a no-dial strategy if the elapsed time period is less than a threshold amount, and if the elapsed time period is greater than or equal to the threshold amount, consulting one or more business rules by running one or more algorithms using the information as input.
25. The method of claim 14 , wherein the condition comprises a customer rank.
26. The method of claim 14 , wherein the criterion comprises a priority value.