Coaching in an automated communication link establishment and management system

• US 10,432,788 B2
• Filed: 09/17/2015
• Issued: 10/01/2019
• Est. Priority Date: 03/06/2012
• Status: Active Grant

• Current Assignee: Connectandsell Incorporated
• Original Assignee: Connectandsell Incorporated
• Inventors: Burmeister, Chad, Shah, Hitesh, Beall, Christopher W.
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US14/857,546
• Publication Number:
  US 20160006875A1
• Time in Patent Office: 1,475 Days
• Field of Search: 37926501-26509
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: H04M 2203/552 Call annotations
• CPC Class Codes: H04M 2203/555 Statistics, e.g. about subscribers but not being call statistics
• CPC Class Codes: H04M 2203/558 Databases
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A contextual lead generation in an automated communication link establishment and management system may store information related to sales calls. The system may identify strengths and weaknesses of a sales representative. The system may provide training content to the sales representative in real time base on the identified strengths and weaknesses.

Claims

1. A system for a closed loop process in connection with an automatic calling system, comprising:

a communication link establishment and management system configured to selectively establish a communication channel between a user and a target, the communication link establishment and management system having a data store for storing contextual lead information associated with targets;

the communication link establishment and management system being programmed to define a market signal;

the communication link establishment and management system being programmed to generate a query based on the market signal;

the communication link establishment and management system being programmed to execute the query on a website of a company to identify a publication of the market signal for the company;

the communication link establishment and management system being programmed to select a plurality of targets based on the market signal;

the communication link establishment and management system being operative to initiate a plurality of outbound calling attempts to establish communication with the plurality of targets, and to store information including the market signal associated with each target;

the communication link establishment and management system being configured to automatically assign an agent to an outbound calling attempt of the plurality of outbound calling attempts, and connect the agent to a call resulting from the outbound calling attempt in response to the outbound calling attempt being answered;

the communication link establishment and management system being configured to transfer the call to the user in response to the call being connected with the target associated with the outbound calling attempt, wherein the user and the agent are different;

the communication link establishment and management system being programmed to automatically interface with a customer relationship management system to transfer said information including the market signal to the customer relationship management system to update a database associated with the customer relationship management system;

the communication link establishment and management system being programmed to score a completed call in the plurality of outbound calling attempts for the user;

the communication link establishment and management system being programmed to identify a weakness of the user based on the score;

the communication link establishment and management system being programmed to determine that the user is idle between the first completed call and a subsequent call;

the communication link establishment and management system being programmed to provide video training content in response to the user being idle between the first completed call and the subsequent call, wherein the video training content is provided within the communication link establishment and management system to the user in real time based on the weakness; and

the communication link establishment and management system being programmed to provide a field for notes for future conversations on a screen simultaneously with the video training content.

2. The system of claim 1, wherein the communication link establishment and management system is configured to end the video training content in response to initiation of the subsequent call.

3. The system of claim 1, wherein the communication link establishment and management system is configured to determine that the score is lower than a benchmark.

4. The system of claim 3, wherein the communication link establishment and management system is configured to select the video training content based on the score and the benchmark.

5. The system of claim 1, wherein the communication link establishment and management system is configured to automatically assign the agent to an outbound calling attempt in response to the outbound calling attempt being answered.

6. The system of claim 5, wherein the communication link establishment and management system is configured to detect a language being spoken by a voice answering the call and assign the agent to the call based on agent language information associated with the agent that matches the detected language.

7. The system of claim 1, wherein the communication link establishment and management system is configured to automatically release the agent from the call in response to transferring the call to the user.

8. The system of claim 1, wherein the communication link establishment and management system is configured to detect that the call has been answered by the target and automatically transfer the call to the user in response.

9. The system of claim 8, wherein the communication link establishment and management system is configured to detect that the call has been answered by the target by recognizing a target voice of the target.

10. The system of claim 1, wherein the communication link establishment and management system is configured to detect that the call has been connected to a voicemail system, and in response, automatically leave a prerecorded voicemail message.