Rules-based compliance system
View Patent ↗A rules-based compliance system enables a permitted user to define one or more contact attempt suppression rules, wherein each contact attempt suppression rule is adapted to be triggered when a configurable number of past contact attempts as defined in the contact attempt suppression rule have been attempted. A set of contacts are then received by the system. During a communications campaign, and before being issued, a contact in the set of contacts is compared against each of the one or more contact attempt suppression rules. The compliance system is then operative to suppress at least one contact based on a result of the comparison that indicates that a given one of the one or more contact attempt suppression rules is satisfied for the contact. A user may also provision one or more contact location rules that suppress contacts based on location information.
1. A system for managing contact center campaigns, the system comprising:
a switch configured to receive a plurality of communications for routing to one or more communication devices;
a processor; and
a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, causes the processor to:
identify a plurality of contact suppression rules corresponding to an outbound campaign, each of the contact suppression rules defining a parameter for suppressing a contact attempt during the outbound campaign based at least partially on past contact attempts;
identify a plurality of contacts corresponding to the outbound campaign;
during the outbound campaign, determine whether any of the contact suppression rules is satisfied for a first contact and a second contact among the contacts by evaluating the contact suppression rules in order of priority, wherein the contact suppression rules comprise a first contact suppression rule having a first priority and a second contact suppression rule having a second priority, wherein the first priority is higher than the second priority;
in response to the any of the contact suppression rules being satisfied for the first contact, suppress a contact attempt to the first contact; and
in response to none of the contact suppression rules being satisfied for the second contact, transmit a signal to the switch for initiating a connection with an electronic device associated with the second contact.
2. The system of claim 1 , wherein determining whether any of the contact suppression rules is satisfied is performed in real time during the outbound campaign.
3. The system of claim 1 , wherein at least one of the contact suppression rules comprises a threshold number of the past contact attempts for suppressing the contact attempt.
4. The system of claim 1 , wherein at least one of the contact suppression rules comprises a threshold number of the past contact attempts over a pre-configured time period for suppressing the contact attempt.
5. The system of claim 1 , wherein at least one of the contact suppression rules comprises a pre-configured location corresponding to the contact for suppressing the contact attempt.
6. The system of claim 5 , wherein the pre-configured location comprises at least one of a specified postal code, a specified area code, a device time zone, or a contact time zone.
7. The system of claim 1 , wherein at least one of the first or second contact suppression rules corresponds to all of the contacts for the campaign.
8. The system of claim 1 , wherein at least one of the first or second contact suppression rules correspond to the contact but not all of the contacts.
9. The system of claim 1 , wherein the first contact suppression rule is an enterprise-level contact rule and the second contact suppression rule is an account-level contact rule.
10. The system of claim 1 , wherein the first contact suppression rule is a contact location rule and the second contact suppression rule is a contact attempt rule.
11. A method for managing contact center campaigns, the method comprising:
identifying, by a processor, a plurality of contact suppression rules corresponding to an outbound campaign, each of the contact suppression rules defining a parameter for suppressing a contact attempt during the outbound campaign based at least partially on past contact attempts;
identifying, by the processor, a plurality of contacts corresponding to the outbound campaign;
during the outbound campaign, determining, by the processor, whether any of the contact suppression rules is satisfied for a first contact and a second contact among the contacts by evaluating the contact suppression rules in order of priority, wherein the contact suppression rules comprise a first contact suppression rule having a first priority and a second contact suppression rule having a second priority, wherein the first priority is higher than the second priority;
in response to the any of the contact suppression rules being satisfied for the first contact, suppressing, by the processor, a contact attempt to the first contact; and
in response to none of the contact suppression rules being satisfied for the second contact, transmitting, by the processor, a signal to a switch for initiating a connection with an electronic device associated with the second contact.
12. The method of claim 11 , wherein determining whether any of the contact suppression rules is satisfied is performed in real time during the outbound campaign.
13. The method of claim 11 , wherein at least one of the contact suppression rules comprises a threshold number of the past contact attempts for suppressing the contact attempt.
14. The method of claim 11 , wherein at least one of the contact suppression rules comprises a threshold number of the past contact attempts over a pre-configured time period for suppressing the contact attempt.
15. The method of claim 11 , wherein at least one of the contact suppression rules comprises a pre-configured location corresponding to the contact for suppressing the contact attempt.
16. The method of claim 15 , wherein the pre-configured location comprises at least one of a specified postal code, a specified area code, a device time zone, or a contact time zone.
17. The method of claim 11 , wherein at least one of the first or second contact suppression rules corresponds to all of the contacts for the campaign.
18. The method of claim 11 , wherein at least one of the first or second contact suppression rules correspond to the contact but not all of the contacts.
19. The method of claim 11 , wherein the first contact suppression rule is an enterprise-level contact rule and the second contact suppression rule is an account-level contact rule.
20. The method of claim 11 , wherein the first contact suppression rule is a contact location rule and the second contact suppression rule is a contact attempt rule.