System and method for automated contact management

• US 6,529,597 B1
• Filed: 12/14/1999
• Issued: 03/04/2003
• Est. Priority Date: 12/14/1999
• Status: Expired due to Fees

• Current Assignee: Daniel T. Barrett
• Original Assignee: Daniel T. Barrett
• Inventors: Barrett, Daniel T.
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US09/459,992
• Time in Patent Office: 1,176 Days
• Field of Search: 379/74, 379/76, 379/79, 379/88.19, 379/88.2, 379/88.22, 379/88.25, 379/201.01, 379/265.02
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2203/2016 Call initiation by network rather than by subscriber
• CPC Class Codes: H04M 3/42 Systems providing special services or facilities to subscribers specially adapted for wireless communication networks H04W4/00
• CPC Class Codes: H04M 3/42195 Arrangements for calling back a calling subscriber when the wanted subscriber ceases to be busy H04M3/48
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

A contact management system creates, generates and delivers a sequence of staged messages to job candidates and other targeted groups in an organized and efficient manner. A recruitment consultant identifies a candidate group and prepares messages to them via high-quality telephone voice messages, using high-bit digitization boards for timed delivery on a direct voice-box or ring-through basis. Successive messages are delivered on a carefully controlled time scale to ensure a balance between information overload and indifference and lack of urgency. Return calls may be discriminated according to Caller ID, Called Number ID or other parameters, for instance, to direct those calls to agents trained for specific job searches, such as those having certain language skills or other skills. The operation may access a contact database for updating of contact intervals and other operational parameters. Other types of campaigns, such as sales or charitable programs, may also be executed.

Claims

1. A system for the management of a call contact operation, comprising:

a call server, the call server storing contact information representing a plurality of candidates;

a messaging interface, communicating with the call server, the messaging interface operative to communicate via at least one communications channel to transmit a predetermined message sequence to the candidates according to the contact information.

2. The system of claim 1, wherein the messaging interface comprises a digitization device to record and play back the predetermined message sequence.

3. The system of claim 2, wherein the predetermined message sequence comprises at least one recorded voice message.

4. The system of claim 3, wherein the at least one recorded voice message comprises a plurality of recorded voice messages.

5. The system of claim 4, wherein the recorded voice messages correspond to a set of message stages, each of the candidates being associated with one of the message stages according to the contact information.

6. The system of claim 5, further comprising an interval table, the interval table determining a scheduled time for the delivery of the recorded messages of the message stages.

7. The system of claim 6, wherein the interval table is updated according to contact results stored in the contact information.

8. The system of claim 7, wherein the messaging interface appends at least one of a recorded preface and a recorded postlogue to at least one of the recorded voice messages.

9. The system of claim 1, wherein the messaging interface is operable to transmit the predetermined message sequence according to a plurality of modes.

10. The system of claim 9, wherein the modes comprise at least one of direct-to-voice mail and ring-through modes.

11. The system of claim 1, wherein the at least one communications channel comprises at least one of the public switched telephone network, a wireless network, and a network-enabled telephony connection.

12. The system of claim 1, further comprising an agent workstation, the agent workstation configured to intercept a live call contact upon detection of predetermined intercept conditions.

13. The system of claim 12, wherein the intercept conditions comprise a live pick-up by a candidate.

14. The system of claim 1, further comprising at least one return contact intake channel.

15. The system of claim 14, wherein the at least one return contact intake channel comprises at least one predesignated telephone number.

16. The system of claim 15, wherein the at least one predesignated telephone number comprises a plurality of telephone numbers, and subgroups of the candidates are associated with predetermined sets of the telephone numbers according to contact information.

17. The system of claim 16, wherein return calls on the sets of telephone numbers are differentiated according to at least one of Caller ID information, Called Number information, and ANI information.

18. The system of claim 1, further comprising a contact database, the contact database storing the contact information.

19. The system of claim 1, wherein the call contact operation comprises an employment search.

20. The system of claim 1, wherein the call contact operation comprises a direct sales campaign.

21. A method for the management of a call contact operation, comprising the steps of:

a) storing contact information representing a plurality of candidates; and

b) communicating via at least one communications channel to transmit a predetermined message sequence to the candidates according to the contact information.

22. The method of claim 21, wherein the step of a) storing contact information comprises a step of (c) using a digitization device to record and play back the predetermined message sequence.

23. The method of claim 22, wherein the predetermined message sequence comprises at least one recorded voice message.

24. The method of claim 23, wherein the at least one recorded voice message comprises a plurality of recorded voice messages.

25. The method of claim 24, wherein the recorded voice messages correspond to a set of message stages, further comprising a step of (d) associating each of the candidates with one of the message stages according to the contact information.

26. The method of claim 25, further comprising an interval table, the interval table determining a scheduled time for the delivery of the recorded messages of the message stages.

27. The method of claim 26, further comprising a step of (e) updating the interval table according to contact results stored in the contact information.

28. The method of claim 27, further comprising a step of (f) appending at least one of a recorded preface and a recorded postlogue to at least one of the recorded voice messages.

29. The method of claim 21, wherein the predetermined message sequence is transmitted according to a plurality of modes.

30. The method of claim 29, wherein the modes comprise at least one of direct-to-voice mail and ring-through modes.

31. The method of claim 21, wherein the at least one communications channel comprises at least one of the public switched telephone network, a wireless network, and a network-enabled telephony connection.

32. The method of claim 21, further comprising a step of (g) intercepting a live call contact at an agent workstation upon detection of predetermined intercept conditions.

33. The method of claim 32, wherein the intercept conditions comprise a live pick-up by a candidate.

34. The method of claim 21, further comprising a step of (h) monitoring at least one return contact intake channel.

35. The method of claim 34, wherein the at least one return contact intake channel comprises at least one predesignated telephone number.

36. The method of claim 35, wherein the at least one predesignated telephone number comprises a plurality of telephone numbers, and further comprising a step of (i) associating subgroups of the candidates with predetermined sets of the telephone numbers according to contact information.

37. The method of claim 36, further comprising a step of () differentiating return calls on the sets of telephone numbers according to at least one of Caller ID information, Called Number information, and ANI information.

38. The method of claim 21, further comprising a step of (k) storing the contact information in a contact database.

39. The method of claim 21, wherein the call contact operation comprises an employment search.

40. The method of claim 21, wherein the call contact operation comprises a direct sales campaign.