Contact center system and method for advanced outbound communications to a contact group
US10264126B2 · kind B2 · utility
Inventors
Key dates
| Filing date | May 17, 2018 |
| Grant date | Apr 16, 2019 |
| Priority date | — |
| Expiry date | May 17, 2038 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04W4/14
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A method for managing outbound communications for a contact center includes: detecting, by a processor associated with the contact center, a trigger for transmitting outbound messages to a customer of the contact center, determining, by the processor, a notification strategy for the customer in response to the detected trigger, identifying, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.