Invention Grant
- Patent Title: Collaboration system and method
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Application No.: US14477821Application Date: 2014-09-04
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Publication No.: US09374467B2Publication Date: 2016-06-21
- Inventor: Stanislav V. Zgardovski , Vadim Y. Zyarko , Oleksiy M. Kolomoyskyy
- Applicant: Genesys Telecommunications Laboratories, Inc.
- Applicant Address: US CA Daly City
- Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee Address: US CA Daly City
- Agency: Lewis Roca Rothgerber Christie LLP
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M3/51 ; H04M3/42

Abstract:
A system for enabling collaboration between two or more customer contact campaigns running within a call center environment includes at least one outbound contact server (OCS) resident on a digital medium, the OCS including an automated dialer application resident on a digital medium thereon or accessible thereto for dialing contact numbers from contact records assembled for the running campaigns, a call monitoring and recording system executing from software on a digital medium, for monitoring call dialing progress and business results of completed calls, a central data repository for storing dialing progress and business results data collected by the running outbound campaigns, and a data sharing mechanism executing from software resident on a digital medium, accessible to each campaign running on the OCS for sharing collected data among the running campaigns. Shared data received by individual campaign instances is processed by the receiving campaign against one or more pre-configured business rules to determine whether to modify campaign contact records, campaign dialing patterns and or campaign dialing methods.
Public/Granted literature
- US20140369488A1 COLLABORATION SYSTEM AND METHOD Public/Granted day:2014-12-18
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