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    Method and system for managing interactive communications campaigns
    3.
    发明授权
    Method and system for managing interactive communications campaigns 有权

    公开(公告)号：US09473635B2

    公开(公告)日：2016-10-18

    申请号：US14977331

    申请日：2015-12-21

    申请人： Soundbite Communications, Inc.

    发明人： Damon Weinstein ,  Timothy R. Segall ,  Vincent E. Laiosa

    IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523 ,  H04M3/493

    CPC分类号： H04M3/5175 ,  H04M3/493 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/5191 ,  H04M3/523

    摘要： A web-based solution through which business entities create and manage communications campaigns, such as campaigns that afford target recipients an opportunity to be connected to a third party call center. A web interface is provided to enable a business entity customer to create a set of one or more rules that, when triggered during the campaign, cause the solution to take certain control actions in real-time, based on campaign performance. Preferably, this campaign performance is measured indirectly, i.e. without requiring a direct connection to an on-premises call center ACD. The interface provides the business entity customer with a convenient and easy-to-use display that identifies any rule that has been (or may be getting ready to be) triggered, together with a then current status of the campaign. The system takes a control action (e.g., campaign suspension, adjusting an outbound call rate, or the like) when a customer-configurable rule is triggered.

    Managing interactive communications campaigns with customer recovery
    4.
    发明授权
    Managing interactive communications campaigns with customer recovery 有权

    公开(公告)号：US09344570B2

    公开(公告)日：2016-05-17

    申请号：US14088360

    申请日：2013-11-23

    申请人： Soundbite Communications, Inc.

    发明人： Timothy R. Segall ,  Chris Bohlin

    IPC分类号： H04M3/51 ,  H04M3/523 ,  G06Q10/00

    CPC分类号： H04M3/5158 ,  H04M3/5141 ,  H04M3/5191 ,  H04M2203/407

    摘要： 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). The CSM may be used to implement a recovery strategy using a dialer pass.

    Method and system for managing interactive communications campaigns
    5.
    发明授权
    Method and system for managing interactive communications campaigns 有权
    管理交互式通讯活动的方法和系统

    公开(公告)号：US09219817B2

    公开(公告)日：2015-12-22

    申请号：US14678893

    申请日：2015-04-03

    申请人： Soundbite Communications, Inc.

    发明人： Damon Weinstein ,  Timothy R. Segall ,  Vincent E. Laiosa

    IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/493 ,  H04M3/523

    CPC分类号： H04M3/5175 ,  H04M3/493 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/5191 ,  H04M3/523

    摘要： A web-based solution through which business entities create and manage communications campaigns, such as campaigns that afford target recipients an opportunity to be connected to a third party call center. A web interface is provided to enable a business entity customer to create a set of one or more rules that, when triggered during the campaign, cause the solution to take certain control actions in real-time, based on campaign performance. Preferably, this campaign performance is measured indirectly, i.e. without requiring a direct connection to an on-premises call center ACD. The interface provides the business entity customer with a convenient and easy-to-use display that identifies any rule that has been (or may be getting ready to be) triggered, together with a then current status of the campaign. The system takes a control action (e.g., campaign suspension, adjusting an outbound call rate, or the like) when a customer-configurable rule is triggered.

    摘要翻译： 业务实体创建和管理通信活动的基于Web的解决方案，例如向目标收件人提供连接到第三方呼叫中心的机会的广告系列。 提供网络界面以使业务实体客户能够创建一组一个或多个规则，当在活动期间被触发时，使得解决方案基于活动性能实时地实时地执行某些控制动作。 优选地，该活动性能被间接测量，即不需要直接连接到本地呼叫中心ACD。 该界面为业务实体客户提供了方便易用的显示屏，用于标识已经（或可能准备进行）触发的任何规则，以及当前活动状态。 当触发客户可配置规则时，系统采取控制措施（例如，活动暂停，调整出站呼叫率等）。

    METHOD AND SYSTEM FOR MANAGING INTERACTIVE COMMUNICATIONS CAMPAIGNS WITH CALL PACING
    6.
    发明申请
    METHOD AND SYSTEM FOR MANAGING INTERACTIVE COMMUNICATIONS CAMPAIGNS WITH CALL PACING 有权
    用于管理交互式通信的方法和系统

    公开(公告)号：US20150249746A1

    公开(公告)日：2015-09-03

    申请号：US14709351

    申请日：2015-05-11

    申请人： SOUNDBITE COMMUNICATIONS, INC.

    发明人： Timothy R. Segall

    IPC分类号： H04M3/523 ,  H04M3/51

    CPC分类号： H04M3/5235 ,  H04M3/5158 ,  H04M3/5191 ,  H04M3/5232

    摘要： A Web-based hosted system through which business entities create and manage communications campaigns. The system carries out a communications campaign on behalf of a client. A campaign is a series of calls to a contact list using one or more sub-campaigns. A sub-campaign associates a list of contacts, a script, and a timeframe. An agent typically is a contact center operator. A skill group is a set of agents that are trained to handle a given script. Call pacing enhancements are implemented to allow simultaneous progress on multiple sub-campaigns under a skill group. The techniques enable control over the pacing of individual sub-campaigns when multiple sub-campaigns are running under a single skill group. The service also provides a framework by which a set of “pluggable” pacing models are provisioned and managed, preferably on a per-model basis.

    摘要翻译： 业务实体创建和管理通信活动的基于Web的托管系统。 系统代表客户进行通信活动。 广告系列是使用一个或多个子广告系列拨打联系人列表的一系列电话。 子广告系列将联系人列表，脚本和时间框架相关联。 代理商通常是联络中心运营商。 技能组是经过训练以处理给定脚本的一组代理。 实施呼叫起搏增强功能，以允许在技能组下的多个子广告系列上同时进行。 当多个子广告系列在单个技能组下运行时，这些技术可以控制各个子广告系列的投放安排。 该服务还提供了一个框架，通过该框架，一组“可插拔”起搏模型被配置和管理，优选地基于每个模型。

    Method and System for Managing Interactive Communications Campaigns
    7.
    发明申请
    Method and System for Managing Interactive Communications Campaigns 有权
    管理互动交流活动的方法和系统

    公开(公告)号：US20150215460A1

    公开(公告)日：2015-07-30

    申请号：US14678893

    申请日：2015-04-03

    申请人： Soundbite Communications, Inc.

    发明人： Damon Weinstein ,  Timothy R. Segall ,  Vincent E. Laiosa

    IPC分类号： H04M3/51 ,  H04M3/493

    CPC分类号： H04M3/5175 ,  H04M3/493 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/5191 ,  H04M3/523

    摘要： A web-based solution through which business entities create and manage communications campaigns, such as campaigns that afford target recipients an opportunity to be connected to a third party call center. A web interface is provided to enable a business entity customer to create a set of one or more rules that, when triggered during the campaign, cause the solution to take certain control actions in real-time, based on campaign performance. Preferably, this campaign performance is measured indirectly, i.e. without requiring a direct connection to an on-premises call center ACD. The interface provides the business entity customer with a convenient and easy-to-use display that identifies any rule that has been (or may be getting ready to be) triggered, together with a then current status of the campaign. The system takes a control action (e.g., campaign suspension, adjusting an outbound call rate, or the like) when a customer-configurable rule is triggered.

    摘要翻译： 业务实体创建和管理通信活动的基于Web的解决方案，例如向目标收件人提供连接到第三方呼叫中心的机会的广告系列。 提供网络界面以使业务实体客户能够创建一组一个或多个规则，当在活动期间被触发时，使得解决方案基于活动性能实时地实时地执行某些控制动作。 优选地，该活动性能被间接测量，即不需要直接连接到本地呼叫中心ACD。 该界面为业务实体客户提供了方便易用的显示屏，用于标识已经（或可能准备进行）触发的任何规则，以及当前活动状态。 当触发客户可配置规则时，系统采取控制措施（例如，活动暂停，调整出站呼叫率等）。

    Managing interactive communications campaigns using a hold queue
    8.
    发明授权
    Managing interactive communications campaigns using a hold queue 有权
    使用保留队列管理交互式通信活动

    公开(公告)号：US09544433B2

    公开(公告)日：2017-01-10

    申请号：US14100813

    申请日：2013-12-09

    申请人： Soundbite Communications, Inc.

    发明人： Timothy R. Segall ,  Damon Weinstein

    IPC分类号： H04M3/51 ,  H04M3/42 ,  H04M3/523

    CPC分类号： H04M3/5191 ,  H04M3/42365 ,  H04M3/51 ,  H04M3/5232 ,  H04M3/5233

    摘要： A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons do not impair the connections being established and maintained to the agents.

    摘要翻译： 描述了业务实体创建和管理通信活动的基于Web的托管解决方案。 为了减少客户到代理连接的延迟，系统实现代理在线功能，通过该代理在线功能在系统基础架构和可用代理之间建立和维护持久电话连接。 以这种方式，代理可以处理多个客户，同时避免ACD保持队列。 此外，优选地，服务侧保持队列也被建立并维护在基础设施的服务侧。 这个保持队列维护正在等待连接到可用代理的呼叫。 它确保任何客户放弃不会损害正在建立和维护的代理商的连接。

    Managing interactive communications campaigns with customer recovery
    9.
    发明申请
    Managing interactive communications campaigns with customer recovery 有权
    通过客户恢复来管理交互式通信活动

    公开(公告)号：US20140205080A1

    公开(公告)日：2014-07-24

    申请号：US14088360

    申请日：2013-11-23

    申请人： Soundbite Communications, Inc.

    发明人： Timothy R. Segall ,  Chris Bohlin

    IPC分类号： H04M3/51

    CPC分类号： H04M3/5158 ,  H04M3/5141 ,  H04M3/5191 ,  H04M2203/407

    摘要： 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). The CSM may be used to implement a recovery strategy using a dialer pass.

    摘要翻译： 用于托管通信活动系统的运动战略管理器（CSM）组件允许用户定义更加细化和特定的活动策略，包括替代渠道（例如，文本和电子邮件）的通过升级和/或基于尝试结果，联系属性和响应 组数据。 运动策略管理器允许用户静态和动态地定义传递策略，管理多个广告系列中的列表，并实时查看结果。 定义的策略是由用户为特定广告系列创建的静态策略，一旦创建，它们通常不被修改。 动态策略是在一天中（例如，作为子广告系列运行）的过程中，用户可以改变所定义的策略，优选仅为那一天（或其一部分）。 CSM可以用于使用拨号程序执行恢复策略。