Managing interactive communications campaigns with reduced customer-to-agent connection latency
View Patent ↗A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons do not impair the connections being established and maintained to the agents.
1. Apparatus for managing interactive communications campaigns, comprising:
a processor; and
computer memory holding computer program instructions that, when executed by the processor, cause the processor to:
establish a persistent connection to an agent device accessible to an agent;
initiate outbound contacts to a plurality of customers;
determine whether a first customer of the plurality of customers should be connected to the agent based on whether the first customer desires a connection with a contact center agent;
connect the first customer to the agent over the persistent connection in response to a corresponding outbound contact to the first customer to establish a communication with the first customer;
provide to the agent information about the first customer;
determine whether the communication with the first customer has been terminated while maintaining the persistent connection with the agent device;
determine whether the agent is prepared to receive a next communication; and
in response to determining that the communication with the first customer has been terminated and that the agent is prepared to receive the next communication, transmit a signal to connect a second customer of the plurality of customers to the agent over the persistent connection.
2. The apparatus as described in claim 1 wherein the persistent connection is a persistent telephony connection.
3. The apparatus as described in claim 1 wherein the instructions that cause the processor to determine whether the agent is prepared to receive the next communication comprises instructions that cause the processor to receive data indicating completion of a work state associated with the corresponding outbound contact to the first customer, wherein the given work state is an after call work (ACW) state.
4. The apparatus as described in claim 1 wherein the information about the first customer is provided over a whisper connection.
5. The apparatus as described in claim 1 wherein the information is provided programmatically via an application programming interface (API).
6. The apparatus as described in claim 1 wherein the instructions further cause the processor to:
deter mine whether the first customer should be connected to the agent based on whether the first customer has taken a given action.
7. The apparatus as described in claim 6 wherein the given action is initiating a direct connect request.
8. The apparatus as described in claim 1 wherein the outbound contacts are associated with an interactive communications campaign.
9. The apparatus as described in claim 8 wherein an interactive communications campaign is at least one of: an account renewal campaign, a balance transfer or consolidation offer campaign, a billing issue campaign, a credit card activation campaign, a fraud alert campaign, a payment or past due reminder campaign, a phone or customer survey campaign, a debt recovery campaign, a late payment with right party verification campaign, a payment reminder with direct connect to call center campaign, an appointment reminder campaign, a welcome call campaign, an account renewal campaign, an affinity cross-sell/rewards program campaign, a crisis management/disaster recovery campaign, a new product offer campaign, an inquiry/web follow-up campaign, a contract renewal campaign, a service availability notification campaign, a promotional offer campaign, or a service delivery confirmation campaign.
10. A method for managing interactive communications campaigns, comprising:
establishing, by a processor, a persistent connection to an agent device accessible to an agent;
initiating, by the processor, outbound contacts to a plurality of customers;
determining, by the processor, whether a first customer of the plurality of customers should be connected to the agent based on whether the first customer desires a connection with a contact center agent;
connecting, by the processor, the first customer to the agent over the persistent connection in response to a corresponding outbound contact to the first customer to establish a communication with the first customer;
providing, by the processor, to the agent, information about the first customer;
determining, by the processor, whether the communication with the first customer has been terminated while maintaining the persistent connection with the agent device;
determining, by the processor, whether the agent is prepared to receive a next communication; and
in response to determining that the communication with the first customer has been terminated and that the agent is prepared to receive the next communication, transmitting a signal, by the processor, for connecting, a second customer of the plurality of customers to the agent over the persistent connection.
11. The method of claim 10 , wherein the persistent connection is a persistent telephony connection.
12. The method of claim 10 , wherein the determining of whether the agent is prepared to receive the next communication comprises receiving, by the processor, data indicating completion of a work state associated with the corresponding outbound contact to the first customer, wherein the given work state is an after call work (ACW) state.
13. The method of claim 10 , wherein the information about the first customer is provided over a whisper connection.
14. The method of claim 10 , wherein the information is provided programmatically via an application programming interface (API).
15. The method of claim 10 further comprising:
determining, by the processor, whether the first customer should be connected to the agent based on whether the first customer has taken a given action.
16. The method of claim 15 , wherein the given action is initiating a direct connect request.
17. The method of claim 10 , wherein the outbound contacts are associated with an interactive communications campaign.
18. The method of claim 17 , wherein an interactive communications campaign is at least one of: an account renewal campaign, a balance transfer or consolidation offer campaign, a billing issue campaign, a credit card activation campaign, a fraud alert campaign, a payment or past due reminder campaign, a phone or customer survey campaign, a debt recovery campaign, a late payment with right party verification campaign, a payment reminder with direct connect to call center campaign, an appointment reminder campaign, a welcome call campaign, an account renewal campaign, an affinity cross-sell/rewards program campaign, a crisis management/disaster recovery campaign, a new product offer campaign, an inquiry/web follow-up campaign, a contract renewal campaign, a service availability notification campaign, a promotional offer campaign, or a service delivery confirmation campaign.