SYSTEM AND METHOD FOR MANAGING CONTACT CENTER SYSTEM
According to some example embodiments, in a method for managing a contact center, the method includes: receiving, by a processor, an instruction to initiate a plurality of outbound communications; identifying, by the processor, a plurality of time slots for each of a plurality of communication channels; assigning, by the processor, users to the time slots for one or more of the communication channels; and transmitting, by the processor, an outbound communication, by way of a corresponding communication channel, to each of the users assigned to one of the time slots.
1 . A method for managing a contact center, the method comprising:
receiving, by a processor, an instruction to initiate a plurality of outbound communications;
identifying, by the processor, a plurality of time slots for each of a plurality of communication channels;
assigning, by the processor, users to the time slots for one or more of the communication channels; and
transmitting, by the processor, an outbound communication, by way of a corresponding communication channel, to each of the users assigned to one of the time slots.
2 . The method of claim 1 , further comprising identifying, by the processor, a user contact list and corresponding profile data.
3 . The method of claim 2 , further comprising assigning, by the processor, the users from the user contact list to the time slots based on a relative value of the users.
4 . The method of claim 3 , further comprising determining, by the processor, the relative value of the users based on the corresponding profile data of the users.
5 . The method of claim 2 , further comprising determining, by the processor, a best time to contact one or more users in the user contact list.
6 . The method of claim 2 , further comprising sorting, by the processor, the user contact list according to a relative value of users in the user contact list.
7 . The method of claim 6 , further comprising determining, by the processor, the relative value of the users in the user contact list based on user profile information.
8 . The method of claim 6 , further comprising determining, by the processor, the relative value of the users in the user contact list according to a scheduling deep learning algorithm.
9 . The method of claim 1 , wherein the outbound communication for at least one user is a social media expression.
10 . The method of claim 1 , wherein the corresponding communication channel for the outbound communication for one or more of the users is a social media platform communication channel.
11 . A system for managing a contact center, the system comprising:
a processor; and
a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
receive an instruction to initiate a plurality of outbound communications;
identify a plurality of time slots for each of a plurality of communication channels;
assign users to the time slots for one or more of the communication channels; and
transmit an outbound communication, by way of a corresponding communication channel, to each of the users assigned to one of the time slots.
12 . The system of claim 11 , wherein the instructions further cause the processor to identify a user contact list and corresponding profile data.
13 . The system of claim 12 , wherein the instructions further cause the processor to assign the users from the user contact list to the time slots based on a relative value of the users.
14 . The system of claim 13 , wherein the instructions further cause the processor to determine the relative value of the users based on the corresponding profile data of the users.
15 . The system of claim 12 , wherein the instructions further cause the processor to determine a best time to contact one or more users in the user contact list.
16 . The system of claim 12 , wherein the instructions further cause the processor to sort the user contact list according to a relative value of users in the user contact list.
17 . The system of claim 16 , wherein the instructions further cause the processor to determine the relative value of the users in the user contact list based on user profile information.
18 . The system of claim 11 , wherein the outbound communication for at least one user is a social media expression.
19 . The system of claim 11 , wherein the corresponding communication channel for the outbound communication for one or more of the users is a social media platform communication channel.
20 . A system for managing a contact center, the system comprising:
means for receiving an instruction to initiate a plurality of outbound communications;
means for identifying a plurality of time slots for each of a plurality of communication channels;
means for assigning users to the time slots for one or more of the communication channels; and
means for transmitting an outbound communication, by way of a corresponding communication channel, to each of the users assigned to one of the time slots.