Granted Patent B1

US 9,531,877 · App. 14/884,877 · Granted Dec 27, 2016

Abstract

Claims (59)

1. A method for pacing outbound communications that generate inbound communications for a contact center, the method comprising the steps of:

setting a number of outbound communications to send during a first time period;

determining a number of inbound communications expected to be received as a result of sending the number of outbound communications based on historical data of outbound communications sent during a prior time period to generate inbound communications in which the outbound communications found in the historical data were sent using a same channel of communication as the outbound communications to be sent during the first time period;

determining a second time period during which the number of inbound communications is expected to be received by the contact center based on sending the number of outbound communications during the first time period; and

during the first time period:

determining a present capacity of the contact center by a computer processor, wherein the present capacity is with respect to one or more resources that are to be used during the second time period to handle the number of inbound communications expected to be received by the contact center;

determining by the computer processor whether the present capacity is at an acceptable level to send the number of outbound communications, wherein the present capacity being at the acceptable level comprises a capacity with respect to the one or more resources required to handle the number of inbound communications expected to be received as a result of sending the number of outbound communications minus the present capacity being less than a threshold value; and

in response to the present capacity being at the acceptable level, sending the number of outbound communications using a contact device.

2. The method of claim 1 , wherein at least a portion of the first time period and a portion of the second time period overlap.

3. The method of claim 1 , wherein the outbound communications comprise SMS text messages or e-mails.

4. The method of claim 1 , wherein the expected inbound communications comprise at least one of SMS text messages, telephone calls, and e-mails.

5. The method of claim 1 further comprising the steps of, during the first time period and in response to the present capacity not being at the acceptable level:

setting a second number of outbound communications to send during the first time period, wherein the second number of outbound communications is lower than the number of outbound communications;

determining a second number of inbound communications expected to be received as a result of sending the second number of outbound communications based on the historical data of the outbound communications sent during the prior time period;

determining the present capacity of the contact center by the computer processor;

determining by the computer processor whether the present capacity is at the acceptable level to send the second number of outbound communications, wherein the present capacity being at the acceptable level comprises a capacity with respect to the one or more resources required to handle the second number of inbound communications expected to be received as a result of sending the second number of outbound communications minus the present capacity being less than the threshold value; and

in response to the present capacity being at the acceptable level, sending the second number of outbound communications using the contact device.

6. The method of claim 1 , wherein the one or more resources comprise one or more of agents, trunks, hardware ports, memory, processing capacity, hardware-related licenses, software-related licenses, and bandwidth.

7. The method of claim 1 , wherein the second time period is also based on the historical data of the outbound communications sent during the prior time period.

8. A non-transitory, computer-readable medium comprising computer-executable instructions for pacing outbound communications that generate inbound communications for a contact center, that when executed cause at least one computer processor to:

set a number of outbound communications to send during a first time period;

determine a number of inbound communications expected to be received as a result of sending the number of outbound communications based on historical data of outbound communications sent during a prior time period to generate inbound communications in which the outbound communications found in the historical data were sent using a same channel of communication as the outbound communications to be sent during the first time period;

determine a second time period during which the number of inbound communications is expected to be received by the contact center based on sending the number of outbound communications during the first time period; and

during the first time period:

determine a present capacity of the contact center, wherein the present capacity is with respect to one or more resources that are to be used during the second time period to handle the number of inbound communications expected to be received by the contact center;

determine whether the present capacity is at an acceptable level to send the number of outbound communications, wherein the present capacity being at the acceptable level comprises a capacity with respect to the one or more resources required to handle the number of inbound communications expected to be received as a result of sending the number of outbound communications minus the present capacity being less than a threshold value; and

in response to the present capacity being at the acceptable level, facilitate sending the number of outbound communications.

9. The non-transitory, computer-readable medium of claim 8 , wherein at least a portion of the first time period and a portion of the second time period overlap.

10. The non-transitory, computer-readable medium of claim 8 , wherein the outbound communications comprise SMS text messages or e-mails.

11. The non-transitory, computer-readable medium of claim 8 , wherein the expected inbound communications comprise at least one of SMS text messages, telephone calls, and e-mails.

12. The non-transitory, computer-readable medium of claim 8 , wherein the computer-executable instructions further cause the at least one computer processor to, during the first time period an in response to the present capacity not being at the acceptable level:

set a second number of outbound communications to send during the first time period, wherein the second number of outbound communications is lower than the number of outbound communications;

determine a second number of inbound communications expected to be received as a result of sending the second number of outbound communications based on the historical data of the outbound communications sent during the prior time period;

determine the present capacity of the contact center;

determine whether the present capacity is at the acceptable level to send the second number of outbound communications, wherein the present capacity being at the acceptable level comprises a capacity with respect to the one or more resources required to handle the second number of inbound communications expected to be received as a result of sending the second number of outbound communications minus the present capacity being less than the threshold value; and

in response to the present capacity being at the acceptable level, facilitate sending the second number of outbound communications.

13. The non-transitory, computer-readable medium of claim 8 , wherein the one or more resources comprise one or more of agents, trunks, hardware ports, memory, processing capacity, hardware-related licenses, software-related licenses, and bandwidth.

14. The non-transitory, computer-readable medium of claim 8 , wherein the second time period is also based on the historical data of the outbound communications sent during the prior time period.

15. A system for pacing outbound communications that generate inbound communications for a contact center, the system comprising:

at least one computer processor configured to:

set a number of outbound communications to send during a first time period;

determine a number of inbound communications expected to be received as a result of sending the number of outbound communications based on historical data of outbound communications sent during a prior time period to generate inbound communications in which the outbound communications found in the historical data were sent using a same channel of communication as the outbound communications to be sent during the first time period;

determine a second time period during which the number of inbound communications is expected to be received by the contact center based on sending the number of outbound communications during the first time period; and

during the first time period:

determine a present capacity of the contact center, wherein the present capacity is with respect to one or more resources that are to be used during the second time period to handle the number of inbound communications expected to be received by the contact center; and

determine whether the present capacity is at an acceptable level to send the number of outbound communications, wherein the present capacity being at the acceptable level comprises a capacity with respect to the one or more resources required to handle the number of inbound communications expected to be received as a result of sending the number of outbound communications minus the present capacity being less than a threshold value; and

a contact device configured to send the number of outbound communications during the first time period in response to the present capacity being at the acceptable level.

16. The system of claim 15 , wherein at least a portion of the first time period and a portion of the second time period overlap.

17. The system of claim 15 , wherein the outbound communications comprise SMS text messages or e-mails.

18. The system of claim 15 , wherein the expected inbound communications comprise at least one of SMS text messages, telephone calls, and e-mails.

19. The system of claim 15 , wherein:

the at least one computer process is further configured to, during the first time period and in response to the present capacity not being at the acceptable level:

set a second number of outbound communications to send during the first time period, wherein the second number of outbound communications is lower than the number of outbound communications;

determine a second number of inbound communications expected to be received as a result of sending the second number of outbound communications based on the historical data of the outbound communications sent during the prior time period;

determine the present capacity of the contact center; and

determine whether the present capacity is at the acceptable level to send the second number of outbound communications, wherein the present capacity being at the acceptable level comprises a capacity with respect to the one or more resources required to handle the second number of inbound communications expected to be received as a result of sending the second number of outbound communications minus the present capacity being less than the threshold value; and

the contact device is further configured to send the second number of outbound communications during the first time period in response to the present capacity being at the acceptable level.

20. The system of claim 15 , wherein the one or more resources comprise one or more of agents, trunks, hardware ports, memory, processing capacity, hardware-related licenses, software-related licenses, and bandwidth.

21. The system of claim 15 , wherein the second time period is also based on the historical data of the outbound communications sent during the prior time period.

Assignments (13)