Integrating two-dimensional barcodes and embedded links with call center operation
In various embodiments, advertising campaigns can be defined that incorporate technologies such as two-dimensional bar codes or embedded links in electronic material, for directing a user to communicate with a call center. For instance, in particular embodiments, the reading of a two-dimensional bar code by a user with a smart phone may cause various forms of communication requesting a return communication. The communication from the smart phone may be sent to, and received at, the call center, where a calling campaign associated with an advertising campaign is identified using information associated with the communication. A responding communication may be initiated from the call center to the user.
1. A call center system comprising:
a dialer configured to originate voice calls and comprising a processor configured to receive a message as a result of a mobile device operated by a user reading a two-dimensional barcode (“2D barcode”) provided on an advertisement,
wherein the 2D barcode is encoded to cause transmission of the message, the message requesting a subsequent communication comprising a voice call associated with the advertisement, and
wherein the processor is configured to:
select an available agent from among a plurality of agents for handling the voice call to the user of the mobile device,
cause the dialer to originate the voice call as the subsequent communication to the mobile device, and
connect the voice call to a phone being used by the available agent.
2. The call center system of claim 1 , wherein the processor is further configured to send a response message prompting the user to indicate a time for the voice call.
3. The call center system of claim 2 , wherein the response message recommends one or more times for the voice call.
4. The call center system of claim 1 , wherein the processor is further configured to:
update a queue associated with the voice call so that the voice call has a higher priority relative to at least one other voice call in the queue.
5. The call center system of claim 1 , wherein the processor is configured to cause the dialer to originate the voice call as the subsequent communication to the mobile device using an originating number associated with the message.
6. The call center system of claim 1 , wherein the processor is further configured to determine a calling campaign based on content in the message, and the plurality of agents are assigned to the calling campaign.
7. A non-transitory, computer-readable medium having computer-executable instructions stored thereon, the computer-executable instructions, when executed by a processor in a dialer of a call center configured to originate voice calls, cause the processor to:
receive a message as a result of a mobile device operated by a user reading a two-dimensional barcode (“2D barcode”) provided on an advertisement,
wherein the 2D barcode is encoded to cause transmission of the message, the message requesting a subsequent communication comprising a voice call associated with the advertisement;
select an available agent from among a plurality of agents for handling the voice call as the subsequent communication to the user of the mobile device; and
cause the dialer to originate the voice call, wherein the voice call is connected to a phone used by the available agent.
8. The non-transitory, computer-readable medium of claim 7 , wherein the computer-executable instructions when executed further cause the processor to send a response message prompting the user to select a time for the voice call prior to the dialer originating the voice call.
9. The non-transitory, computer-readable medium of claim 7 , wherein the computer-executable instructions when executed further cause the processor to send a response message to the mobile device for prompting the user to select a time for a subsequent voice call in response to the user not answering the voice call.
10. The non-transitory, computer-readable storage medium of claim 7 , wherein the computer-executable instructions when executed further cause the processor to store a copy of the message as consent for receiving the voice call.
11. The non-transitory, computer-readable medium of claim 7 , wherein the computer-executable instructions when executed further cause the processor to transmit a response message to the mobile device acknowledging receipt of the message.
12. The non-transitory, computer-readable medium of claim 7 , wherein the mobile device sends an SMS message received at a gateway and transformed into an email message that is sent from the gateway as the message.
13. A computer-implemented method for integrating use of a two-dimensional barcode (“2D barcode”) with a call center comprising a dialer configured to originate voice calls, the method comprising:
receiving a message at the dialer as a result of a mobile device operated by a user reading the 2D barcode provided on an advertisement,
wherein the 2D barcode is encoded to cause transmission of the message, the message requesting a subsequent communication comprising a voice call associated with the advertisement;
selecting an available agent from among a plurality of agents in the call center to handle the subsequent communication to the user of the mobile device;
originating the voice call to the user by the dialer in the call center as the subsequent communication; and
connecting the voice call to a phone being used by the available agent.
14. The computer-implemented method of claim 13 , wherein the message is a text message.
15. The computer-implemented method of claim 13 further comprising sending a response message to the user by the call center that prompts the user to select a time for the subsequent communication.
16. The computer-implemented method of claim 13 further comprising:
storing a copy of the message as consent for receiving the subsequent communication.
17. The computer-implemented method of claim 13 , wherein a wireless service provider transmits the message to the call center and is compensated monetarily for transmission of the message by an entity other than the user.
18. The computer-implemented method of claim 17 , wherein the entity compensating the wireless service provider is the call center.
19. The computer-implemented method of claim 13 , wherein the message is sent from a gateway as an email message to the call center.
20. The computer-implemented method of claim 13 , further comprising:
transmitting a response message to the mobile device from the call center acknowledging receipt of the message.
21. The computer-implemented method of claim 13 further comprising placing a request with a higher priority relative to at least one other request in a call back queue of the dialer to originate the subsequent communication.
22. The computer-implemented method of claim 13 , wherein the mobile device sends an SMS message received at a gateway and transformed into an email message that is sent from the gateway to the call center as the message.