Managing interactive communications campaigns

• US 8,270,575 B2
• Filed: 11/25/2009
• Issued: 09/18/2012
• Est. Priority Date: 11/25/2009
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Soundbite Communications Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Segall, Timothy R., Kolesnik, Maciej N.
• Primary Examiner(s): Goins, Davetta W
• Assistant Examiner(s): ISLAM, MOHAMMAD K
• Application Number:
  US12/626,291
• Publication Number:
  US 20110123016A1
• Time in Patent Office: 1,028 Days
• Field of Search: 379 8811- 8825, 379/265.01, 379/266.07, 705/7.12, 705/34, 705/40, 705/14.49, 705/42, 455/466, 709/206, 709/223, 709/204
• US Class Current: 379/88.11
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0241 Advertisements
• CPC Class Codes: G06Q 30/0276 Advertisement creation
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

A campaign strategy manager (CSM) component for a hosted communications campaign system allows users to define more granular and specific campaign strategies, including pass escalation for alternative channels (e.g., text and email) and/or based upon attempt results, contact attributes and response group data. The campaign strategy manager allows users to define pass strategies statically and dynamically, to manage lists across multiple campaigns, and to view results in real-time. A defined strategy is a static strategy created by a user for a particular campaign that, once created, typically is not modified. A dynamic strategy is one where, during the course of a day (e.g., as a sub-campaign is running), a user may alter the defined strategy, preferably just for that day (or portion thereof). In particular, the campaign strategy manager enables the user to make changes to the current strategy as a sub-campaign is running through a particular list.

Claims

1. A computer program product in a non-transitory computer readable medium for use in a data processing system for managing interactive communications campaigns, wherein a given campaign comprises one or more sub-campaigns, the computer program product holding computer program instructions which when executed by the data processing system perform a method, comprising:

defining a campaign strategy for a campaign, the campaign strategy having associated therewith a pass pattern defining a number and type of passes associated with the campaign, wherein at least one pass in the pass pattern has associated therewith one or more criteria that are evaluated to apply an escalation to that pass, wherein the criteria comprise one of;

a contact attribute, and a response group;

receiving a list of contacts; and

attempting to reach each contact on the list of contacts according to the campaign strategy, wherein during the campaign at least one criteria in the pass is evaluated to cause an escalation.

2. The computer program product as described in claim 1 wherein the pass pattern further includes an escalation type, wherein a value associated with the escalation type controls how the campaign should escalate re-tries to a given contact on the list of contacts within each pass.

3. The computer program product as described in claim 2 wherein the escalation type is an intra-pass device escalation type having a list of devices associated therewith.

4. The computer program product as described in claim 3 wherein the method further includes modifying the list of devices for a given pass.

5. The computer program product as described in claim 1 further including modifying the campaign strategy.

6. The computer program product as described in claim 5 wherein the campaign strategy is modified as the campaign is progressing.

7. The computer program product as described in claim 6 wherein the campaign is modified intra-daily.

8. The computer program product as described in claim 1 wherein the campaign strategy is defined using a template.

9. The computer program product as described in claim 1 further including segmenting the list of contacts based on at least one contact attribute.

10. A computer program product in a non-transitory computer readable medium for use in a data processing system for managing interactive communications campaigns, wherein a given campaign comprises one or more sub-campaigns, the computer program product holding computer program instructions which when executed by the data processing system perform a method comprising:

receiving a campaign strategy to be applied to a given campaign, wherein the campaign strategy has associated therewith a pass pattern defining a number and type of passes associated with the campaign, wherein at least one pass in the pass pattern has associated therewith one or more criteria that are evaluated to apply an escalation to that pass;

receiving a list of contacts;

attempting to reach each contact on the list of contacts according to the campaign strategy;

as the campaign is progressing, dynamically modifying the campaign strategy to create a modified campaign strategy; and

continuing to attempt to reach each contact on the list of contacts according to the modified campaign strategy.

11. The computer program product as described in claim 10 wherein the campaign strategy is modified intra-daily.

12. The computer program product as described in claim 10 further including segmenting the list of contacts according to one or more contact attributes.

13. The computer program product as described in claim 10 wherein the campaign strategy is defined using a predetermined campaign strategy template.

14. The computer program product as described in claim 10 wherein the criteria comprise one of:

a contact attribute, and a response group.

15. An apparatus for managing interactive communications campaigns within a data processing system, wherein a given campaign comprises one or more sub-campaigns, the apparatus comprising:

a processor;

a computer memory holding computer program instructions which when executed by the processor perform a method comprising;

receiving a campaign strategy to be applied to the given campaign, wherein the campaign strategy has associated therewith a pass pattern defining a number and type of passes associated with the campaign, wherein at least one pass in the pass pattern has associated therewith one or more criteria that are evaluated to apply an escalation to that pass;

receiving a list of contacts;

attempting to reach each contact on the list of contacts according to the campaign strategy;

as the campaign is progressing, dynamically modifying the campaign strategy to create a modified campaign strategy; and

continuing to attempt to reach each contact on the list of contacts according to the modified campaign strategy.