Managing electronic consent for calling campaigns
View Patent ↗A user may provide electronic consent to a contact center authorizing the origination of a subsequent call by transmitting a text call in the form of a short message service to the contact center. The contact center receives the electronic consent, stores the electronic consent in an electronic consent database, where the electronic consent is associated with the telephone number of a mobile device used by the user to provide the electronic consent. The contact center may then retrieve the electronic consent prior to originating another call to the individual, and may further update the electronic consent based on requests from the individual to withdraw consent. In some embodiments, the electronic consent may be generated by the mobile device in response to the user reading a two-dimensional code using the mobile device using an appropriate mobile application.
1. A non-transitory computer readable medium storing instructions which when executed by a processor cause the processor to:
process electronic consent data (“ECD”) in a text call comprising a SMS text message originating from a mobile device, wherein the ECD comprises text indicating consent for receiving a voice call subsequently placed by a contact center directed to a telephone number associated with the mobile device;
store the ECD in an ECD database available for access upon request by the contact center;
store metadata in the ECD database, wherein the metadata comprises the telephone number and an address for retrieval of the ECD in the ECD database;
cause the voice call to be originated to the telephone number; and
connect the voice call to an agent in a contact center.
2. The non-transitory computer readable medium of claim 1 , wherein the instructions further cause the processor to:
process an opt-out indication originating from a computer workstation, the opt-out indication identifying the telephone number; and
update the ECD database to reflect the opt-out indication with respect to the telephone number.
3. The non-transitory computer readable medium of claim 1 , wherein the instructions further cause the processor to:
verify existence of the ECD by retrieving the ECD using the address in the metadata; and
verify that the ECD has not been updated to reflect an opt-out indication before causing another voice call to be originated to the telephone number.
4. The non-transitory computer readable medium of claim 1 , wherein the instructions further cause the processor to:
indicate a date reflecting when the ECD is stored in the ECD database;
determine an expiration date of the electronic consent has not yet occurred based on a current date and the date the ECD is stored in the ECD database; and
allow another voice call to originate to the telephone number based on determining the expiration date has not yet occurred.
5. The non-transitory computer readable medium of claim 1 , wherein the ECD is generated in response to the mobile device reading a two-dimensional code.
6. A system for using electronic consent in originating a voice call comprising:
a processor configured to:
receive electronic consent data (“ECD”) from an individual in a text call comprising an SMS text message originating from a mobile device, wherein the ECD comprises text indicating consent for receiving the voice call subsequently placed by a contact center directed to a telephone number associated with the mobile device;
store the ECD in an ECD database available for access upon request by the contact center;
store metadata in the ECD database, wherein the metadata comprises the telephone number and an address for retrieval of the ECD in the ECD database; and
originate the voice call, wherein the voice call is between the individual and an agent in the contact center.
7. The system of claim 6 , wherein the processor is further configured to:
originate another subsequent voice call to the telephone number by the contact center;
process an opt-out indication after connecting the another subsequent voice call, the opt-out indication originating from a computer workstation in the contact center, the opt-out indication further indicating the telephone number; and
update the ECD database to reflect the opt-out indication with respect to the telephone number.
8. The system of claim 6 , wherein the processor is further configured to:
originate another subsequent voice call to the telephone number;
process an indication after connecting the another subsequent voice call to include the telephone number in a do-not-call list; and
update a do-not-call database to reflect inclusion of the telephone number.
9. The system of claim 6 , wherein the processor is further configured to:
verify existence of the ECD by retrieving the ECD prior to originating another subsequent voice call; and
verify that the ECD has not been updated to reflect an opt-out indication before causing the another voice call to be originated to the telephone number.
10. The system of claim 6 , wherein the processor is further configured to:
indicate a date reflecting when the ECD is stored in the ECD database;
determine an expiration date of the electronic consent has not yet occurred based on a current date and the date when the ECD is stored in the ECD database; and
allow another subsequent voice call to originate to the telephone number based on determining the expiration date has not yet occurred.
11. The system of claim 6 , wherein the processor is further configured to:
verify existence of the ECD by retrieving the ECD prior to originating another subsequent voice call;
verify that the ECD has not been updated to reflect an opt-out status for the telephone number; and
in response to verifying the ECD does not reflect an opt-out status for the telephone number, cause the another voice call to be originated to the telephone number.
12. A method for using electronic consent in a contact center, the method comprising:
receiving electronic consent data (“ECD”) in the contact center from an individual in a text call comprising a SMS text message originating from a mobile device, wherein the ECD comprises text indicating consent for receiving a call subsequently placed by the contact center directed to a telephone number associated with the mobile device;
storing the ECD in an ECD database by a computer in a contact center, wherein the ECD is available for access upon request by the computer;
storing metadata in the ECD database by the computer, wherein the metadata comprises the telephone number and an address for retrieval of the ECD in the ECD database; and
originating the call by the computer in the contact center, wherein the call is between the individual and an agent in the contact center.
13. The method of claim 12 , further comprising:
originating another call comprising a voice call to the telephone number by the contact center;
receiving an opt-out indication verbally after connecting the another call; and
updating the ECD database to reflect the opt-out indication of the telephone number.
14. The method of claim 12 , further comprising:
originating another call comprising a voice call by the contact center;
receiving a request from the individual after connecting the another call to include the telephone number in a do-not-call list; and
updating a do-not-call database to reflect inclusion of the telephone number.
15. The method of claim 12 , further comprising:
verifying existence of the ECD for the telephone number by retrieving the ECD from the database; and
verifying that the ECD has not been updated to reflect an opt-out indication before originating another call to the telephone number.
16. The method of claim 12 , further comprising:
indicating a date reflecting when the ECD is stored in the ECD database;
determining an expiration date of the electronic consent has not yet occurred based on a current date and the date the ECD is stored in the ECD database; and
allowing a voice call to originate to the telephone number based on determining the expiration date has not yet occurred.
17. The method of claim 12 , wherein the ECD is generated in response to the mobile device reading a two-dimensional visual code.
18. The method of claim 17 , wherein the two-dimensional visual code is a quick-response (“QR”) code.
19. The method of claim 12 , wherein the ECD also indicates consent for receiving at least one of a voice call or a text call.
20. The method of claim 13 , wherein the opt-out indication withdraws the consent for receiving any further calls from the contact center.