Staged predictive dialing system
US6804346B1 · kind B1 · utility
309Cited by
23References
28Claims
0Family size
Assignee
Inventor
Key dates
| Filing date | Jul 13, 2000 |
| Grant date | Oct 12, 2004 |
| Priority date | — |
| Expiry date | Jun 23, 2021 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5175
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method, apparatus, and system places outbound calls using a predictive dialer at a call center and, optionally, receives inbound calls. The predictive dialing components use information about the substantive stage of the active calls at a given point in time to decide whether to begin to dial another outbound call. The calls that are considered may be inbound or outbound. In one form of the invention, statistics are maintained regarding each agent's passage through the various stages of an active call, then the statistics are used to control the predictive dialer.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.