Contact center dynamic record delivery

• US 20050203965A1
• Filed: 05/05/2005
• Published: 09/15/2005
• Est. Priority Date: 05/18/2002
• Status: Abandoned Application

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Aspect Software Incorporated
• Inventors: Mandel, Edward
• Application Number:
  US11/122,734
• Publication Number:
  US 20050203965A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

The invention, in one embodiment, generally establishes a master queue with a priority order based on predefined criteria, and then distributes information about a first prospect.

Claims

1. In a call center campaign system, a method of dynamically allocating prospect data records, comprising:

segregating prospect data records maintained in a database, into a first group of prospect data records and a second group of prospect data records based on at least one criteria, wherein the first group defines a virtual queue;

sending a prospect data record from the first group to an application program, the application program being operated by an agent who is responsible for contacting the prospect; and

as the prospect data record is modified in the application, automatically modifying the prospect data record in the database.

2. The method of claim 1 further comprising syncing the database with a second database.

3. The method of claim 1 further comprising:

sending at least one prospect data record from the database to a second database, the second database having information not maintained in the first database that is dynamically associated with the prospect data record; and

sending the prospect data record from the second database to a third database prior to sending the prospect data record to the application program.

4. In a call center campaign system, a method of dynamically allocating prospect data records, comprising:

segregating prospect data records maintained in a database, into a first group of prospect data records and a second group of prospect data records based on at least one criteria, wherein the first group defines a virtual queue;

sending a prospect data record via email from the first group to an agent who is responsible for contacting the prospect; and

modifying the prospect data record.

5. In a call center campaign system, a method of dynamically allocating prospect data records, comprising:

segregating prospect data records maintained in a database to define a virtual queue;

sending a prospect data record from the first group to an application program, the application program being operated by an agent who is responsible for contacting the prospect;

updating a second database as a prospect data record is changed; and

receiving the prospect data record at an auto dialer.