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 an outbound contact center campaign, 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 the plurality of contact rules;
receive, from the contact, a configuration parameter for at least one of the contact rules, wherein the configuration parameter is for controlling a contact attempt during the outbound contact center campaign;
identify a plurality of contacts corresponding to the outbound contact center campaign, wherein at least one of the plurality of contact rules is modified dynamically during the outbound contact center campaign and the modified contact rule enforced in real time with the outbound contact center campaign;
during the outbound campaign, determine whether any of the contact rules is satisfied for a first contact and a second contact among the contacts;
in response to a first contact rule being satisfied for the first contact, suppress a contact attempt to the first contact; and
in response to a second contact rule being satisfied but not the first contact rule for the first contact, transmit a signal to the switch for initiating a connection with an electronic device associated with the first contact.
2. The system of claim 1 , wherein determining whether any of the contact rules is satisfied is performed in real time during the outbound contact center campaign.
3. The system of claim 1 , wherein at least one of the contact rules comprises a threshold number of the past contact attempts for suppressing the contact attempt.
4. The system of claim 3 , wherein the contact attempt comprises a completion status selected from a busy status, a not-connected status, a failed SMS message status, a failed email message status, and a combination thereof.
5. The system of claim 1 , wherein at least one of the contact rules comprises a threshold number of the past contact attempts over a pre-configured time period for suppressing the contact attempt.
6. The system of claim 1 , wherein at least one of the contact rules comprises a pre-configured location corresponding to the contact for suppressing the contact attempt.
7. The system of claim 6 , 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.
8. The system of claim 1 , wherein at least one of the first or second contact rule corresponds to all of the plurality of contacts for the campaign.
9. The system of claim 1 , wherein at least one of the first or second contact rules correspond to the contact but not all of the plurality of contacts.
10. The system of claim 1 , wherein the first contact rule is an enterprise-level contact rule and the second contact rule is an account-level contact rule.
11. The system of claim 1 , wherein the first contact rule is a contact location rule and the second contact rule is a contact attempt rule.
12. The system of claim 1 , wherein the plurality of contact rules is added, changed, or deleted conditionally.
13. The system of claim 1 , wherein the configuration parameter is a priority indication for one of a plurality of contact mechanisms for the contact.
14. The system of claim 13 , wherein the priorities of the plurality of contract rules are parameterized.
15. The system of claim 1 further comprising a user interface configured to enable the user to configure the plurality of contract rules.
16. The system of claim 15 , wherein the user interface enables the user to create a rule, edit a rule, copy a rule, delete a rule, reorder rule priority, add a rule to the outbound campaign, remove a rule from the outbound campaign, or a combination thereof.
17. A method for managing an outbound contact center campaign, the method comprising:
identifying, by the processor, the plurality of contact rules, wherein at least one of the plurality of contact rules is modified dynamically during the outbound contact center campaign and the modified contact rule enforced in real time with the outbound contact center campaign;
receiving, by the processor, from the contact, a configuration parameter for at least one of the contact rules, wherein the configuration parameter is for controlling a contact attempt during the outbound contact center campaign;
identifying, by the processor, a plurality of contacts including the contract corresponding to the outbound contact center campaign;
during the outbound campaign, determining, by the processor, whether any of the contact rules is satisfied for a first contact and a second contact among the contacts;
in response to a first contact rule being satisfied for the first contact, suppressing, by the processor, a contact attempt to the first contact; and
in response to a second contact rule being satisfied but not the first contact rule for the first contact, transmitting, by the processor, a signal to the switch for initiating a connection with an electronic device associated with the first contact.
18. The method of claim 17 , wherein determining whether any of the contact rules is satisfied is performed in real time during the outbound contact center campaign.
19. The method of claim 17 , wherein at least one of the contact rules comprises a threshold number of the past contact attempts for suppressing the contact attempt.
20. The method of claim 17 , wherein at least one of the contact rules comprises a threshold number of the past contact attempts over a pre-configured time period for suppressing the contact attempt.
21. The method of claim 17 , wherein at least one of the contact rules comprises a pre-configured location corresponding to the contact for suppressing the contact attempt.
22. The method of claim 17 , 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.
23. The method of claim 17 , wherein at least one of the first or second contact rules corresponds to all of the plurality of contacts for the campaign.
24. The method of claim 17 , wherein at least one of the first or second contact rules correspond to the contact but not all of the plurality of contacts.
25. The method of claim 17 , wherein the first contact rule is an enterprise-level contact rule and the second contact suppression rule is an account-level contact rule.
26. The method of claim 17 , wherein the first contact rule is a contact location rule and the second contact rule is a contact attempt rule.