Collaboration system and method
View Patent ↗A system for enabling collaboration between two or more customer contact campaigns running within a call center environment includes at least one outbound contact server (OCS) resident on a digital medium, the OCS including an automated dialer application resident on a digital medium thereon or accessible thereto for dialing contact numbers from contact records assembled for the running campaigns, a call monitoring and recording system executing from software on a digital medium, for monitoring call dialing progress and business results of completed calls, a central data repository for storing dialing progress and business results data collected by the running outbound campaigns, and a data sharing mechanism executing from software resident on a digital medium, accessible to each campaign running on the OCS for sharing collected data among the running campaigns. Shared data received by individual campaign instances is processed by the receiving campaign against one or more pre-configured business rules to determine whether to modify campaign contact records, campaign dialing patterns and or campaign dialing methods.
1. A system for enabling collaboration between two or more customer contact campaigns running concurrently within a call center environment, the system comprising:
a processor; and
a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to:
initiate a first outbound telephony communication as part of a first customer contact campaign of the two or more customer contact campaigns;
detect, during the first customer contact campaign, relevant data regarding the first outbound telephony communication;
store the relevant data in the memory;
calculate a success rate for the first customer contact campaign in a geographic area;
modify a second outbound telephony communication for a second customer contact campaign of the two or more customer contact campaigns based on the stored relevant data and success rate in the geographic area, wherein the second customer contact campaign runs concurrently with the first customer contact campaign;
initiate the modified second outbound telephony communication as part of the second customer contact campaign running concurrently with the first customer contact campaign; and
purge the stored relevant data from the memory in response to detecting a criteria for the purging, wherein in response to the purging, a third outbound telephony communication is initiated without modification based on the relevant data as part of the second customer contact campaign running concurrently with the first customer contact campaign.
2. The system of claim 1 , wherein the relevant data comprises call progress detection of the first outbound telephony communication.
3. The system of claim 2 , wherein the call progress detection comprises information regarding whether the first outbound telephony communication resulted in a busy signal, no answer, disconnection, or voicemail.
4. The system of claim 1 , wherein the relevant data comprises information regarding whether an intended recipient of the first outbound telephony communication was reached.
5. The system of claim 1 , wherein the relevant data comprises information regarding whether a contact phone number of an intended recipient of the first outbound telephony communication is correct.
6. The system of claim 1 , wherein the relevant data comprises an emotion of a recipient of the first outbound telephony communication.
7. The system of claim 1 , wherein the relevant data comprises a business result of the first outbound telephony communication.
8. The system of claim 7 , wherein the business result comprises information regarding a purchase or upgrade of a product by a recipient of the first outbound telephony communication, a refusal to purchase or upgrade by the recipient of the first outbound telephony communication, a request for a return call at another time.
9. The system of claim 1 , wherein the relevant data comprises profile information of a recipient of the first outbound telephony communication.
10. The system of claim 1 , wherein the criteria for the purging comprises a lapse of a set time period.