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Contact center system and method for advanced outbound communications to a contact group

  • US 9,979,823 B2
  • Filed: 08/29/2016
  • Issued: 05/22/2018
  • Est. Priority Date: 08/29/2016
  • Status: Active Grant
First Claim
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1. A method for managing outbound communications for a contact center, the method comprising:

  • detecting, by a processor associated with the contact center, a trigger for transmitting outbound communications 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, a first conversation with a first contact in the contact group designated for the customer and a second conversation with a second contact in the contact group for transmitting first and second outbound communications, respectively, 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.

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