System and method for unified autodial campaign management
A system and method for unified autodial campaign management, comprising a campaign management console, a data services engine, a traffic shaper, an agent desktop, Control agent desktop, an auto-dialer, and a simple dialer which allows enterprises to conduct unified communications campaigns without differentiating between prior expressed written consent consumers, and those who have not provided prior expressed written consent, to being autodialed or receiving artificial or pre-recorded voice messages, allowing for compliance with regulations regarding such consent without splitting or bifurcating or otherwise hampering communications campaigns for the enterprise customers.
1. A system for unified autodial campaign management, comprising:
a customer records list comprising a plurality of customer records with prior express written consent, wherein each record comprises a corresponding customer phone number;
a campaign manager console comprising at least a first plurality of programming instructions stored in the at least one memory of, and operating on at least one processor of, the computer system, wherein the first plurality of programming instructions, when operating on the at least one processor, cause the computer system to:
select and deliver a prior express written consent record to an auto-dialer; and
an auto-dialer comprising at least a second plurality of programming instructions stored in the at least one memory of, and operating on at least one processor of, the computer system, wherein the plurality of programming instructions, when operating on the at least one processor, cause the computer system to:
automatically dial a corresponding customer phone number of a received prior express written consent customer record;
establish a tethered connection between one or more communications devices and the dialed corresponding customer phone number.
2. The system of claim 1 , wherein the customer record list further comprises a plurality of non-prior express written consent records; and
wherein the campaign manager further segregates prior express written consent records and non-prior express written consent records from the customer records list.
3. The system of claim 2 , further comprising an agent desktop comprising at least a third plurality of programming instructions stored in the at least one memory of, and operating on at least one processor of, the computer system, wherein the third plurality of programming instructions, when operating on the at least one processor, cause the computer system to:
display one or more non-prior express written consent customer records; and
forward at least one non-prior express written consent customer record to the auto-dialer.
4. The system of claim 3 , further comprising a data services engine comprising at least a fourth plurality of programming instructions stored in the at least one memory of, and operating on at least one processor of, the computer system, wherein the fourth plurality of programming instructions, when operating on the at least one processor, cause the computer system to:
determine availability of the agent desktop for one or more non-prior express written consent customers;
reserve the agent desktop for the one or more non-prior express written consent customers;
tether a connection between the agent desktop and an auto-dialer.
5. The system of claim 4 , further comprising a traffic shaper comprising at least a fifth plurality of programming instructions stored in the at least one memory of, and operating on at least one processor of, the computer system, wherein the fifth plurality of programming instructions, when operating on the at least one processor, cause the computer system to:
receive non-prior express written consent records; and
request to reserve agents from the data services engine once non-prior express written consent record numbers cross a predetermined threshold.
6. The system of claim 3 , wherein the agent desktop has no audio communications capabilities.
7. The system of claim 3 , wherein the agent desktop has audio communications capabilities, and the tethered connection established by the auto-dialer is established with a contact center agent operating the agent desktop.
8. The system of claim 3 , wherein all non-prior express written consent customer records are dialed with a simple dialer rather than an auto-dialer, wherein the agent desktop interaction with the at least one non-prior express written consent customer record forwards the customer record with a corresponding phone number to a simple dialer; and
further comprising a simple dialer comprising at least a sixth plurality of programming instructions stored in the at least one memory of, and operating on at least one processor of, the computer system, wherein the sixth plurality of programming instructions, when operating on the at least one processor, cause the computer system to:
receive a forwarded non-prior express written consent customer record from an agent desktop;
dial the customer number that has been forwarded from an agent desktop; and
establish a tethered connection between a prior express written consent customer record and one or more communication devices, after dialing a number.
9. The system of claim 8 , wherein the campaign management console, auto-dialer, simple dialer, and agent desktop, are all operated as separate services communicating over a Wide Area Network.
10. The system of claim 8 , wherein the campaign management console, auto-dialer, simple dialer, and agent desktop, are all operated as services managed through a single cloud service provider, connected to clients over a Wide Area Network and Public Switched Telephone Network.
11. A method for unified autodial campaign management, comprising the steps of:
selecting and delivering, using a campaign manager, a prior express written consent record to an auto-dialer;
automatically dialing, using an auto-dialer, a corresponding customer phone number of a received prior express written consent customer record;
establishing, using the auto-dialer, a tethered connection between one or more communications devices and the dialed corresponding customer phone number.
12. The method of claim 11 , wherein the customer record list further comprises a plurality of non-prior express written consent records, and further comprising the additional step of segregating, using the campaign manager, prior express written consent records and non-prior express written consent records from the customer records list.
13. The method of claim 12 , further comprising the additional steps of:
displaying, at an agent desktop, one or more non-prior express written consent customer records; and
forwarding, using the desktop, at least one non-prior express written consent customer record to the auto-dialer.
14. The method of claim 13 , further comprising the additional steps of:
determining, using a data services engine, availability of the agent desktop for one or more non-prior express written consent customers;
reserving, using the data services engine, the agent desktop for the one or more non-prior express written consent customers;
tethering, using the data services engine, a connection between the agent desktop and an auto-dialer.
15. The method of claim 14 , further comprising the additional steps of:
receiving, at a traffic shaper, non-prior express written consent records; and
requesting, using the traffic shaper, to reserve agents from the data services engine once non-prior express written consent record numbers cross a predetermined threshold.
16. The method of claim 13 , wherein the agent desktop has no audio communications capabilities.
17. The method of claim 13 , wherein the agent desktop has audio communications capabilities, and the tethered connection established by the auto-dialer is established with a contact center agent operating the agent desktop.
18. The method of claim 13 , wherein all non-prior express written consent customer records are dialed with a simple dialer rather than an auto-dialer, wherein the agent desktop interaction with the at least one non-prior express written consent customer record forwards the customer record with a corresponding phone number to a simple dialer; and further comprising the additional steps of:
receiving, at a simple dialer, a forwarded non-prior express written consent customer record from an agent desktop;
dialing, using the simple dialer, the customer number that has been forwarded from an agent desktop; and
establishing, using the simple dialer, a tethered connection between a prior express written consent customer record and one or more communication devices, after dialing a number.
19. The method of claim 18 , wherein the campaign management console, auto-dialer, simple dialer, and agent desktop, are all operated as separate services communicating over a Wide Area Network.
20. The method of claim 18 , wherein the campaign management console, auto-dialer, simple dialer, and agent desktop, are all operated as services managed through a single cloud service provider, connected to clients over a Wide Area Network and Public Switched Telephone Network.