Caller ID Masking for Automated Call Distribution
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Solution Overview
Problem
Current call distribution systems are inefficient in connecting callers to the best available sales agents quickly, leading to increased hold times and reduced connection success rates, as they are designed for single buyer distribution and lack effective means to manage caller information across multiple competing agents.
Innovation Solution
A caller identification masking system that generates a unique masked caller ID for each call, allowing simultaneous offers to multiple competing buyers while withholding the actual phone number until a viable connection is made, enabling faster connection rates and improved emotional state of consumers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a static or constant phone number is used for all callers in a marketing campaign, then the system can route calls to multiple competing buyers, but the caller information value is diminished and geographical routing information is lost
Solution Approach 1:
The patent segments caller information into two parts: a static campaign identifier (for routing and tracking) and a dynamic caller-specific identifier (for value preservation). The static portion allows efficient distribution to multiple buyers, while the dynamic portion maintains unique caller information value until award is made.
Solution Approach 2:
The patent introduces an intermediary masking system that sits between the caller and competing buyers. This intermediary preserves caller information value by controlling disclosure timing, while still enabling efficient call distribution through the static campaign identifier.
2Ease of operation
If the actual caller phone number is disclosed to multiple competing buyers simultaneously, then buyers can contact the caller directly, but the connection success rate decreases and hold times increase
Solution Approach 1:
The patent implements preliminary actions by having buyers compete and be awarded calls in a controlled sequence before actual connection occurs. The masking system prepares the distribution framework in advance, allowing efficient competition while maintaining connection reliability through controlled information disclosure.
3Reliability
If a receptionist or call screening person manually routes calls to buyers, then geographical information can be properly utilized, but hold times increase and automation is reduced
Solution Approach 1:
The patent replaces the mechanical manual routing system with an automated electronic masking and distribution system. The static campaign identifier enables automated geographical and campaign-based routing while preserving the accuracy that manual systems provided, eliminating hold times associated with human intervention.
4Loss of information
If sequential calling of multiple buyers is used to control information distribution, then caller information value is preserved, but connection speed decreases and hold times increase
Solution Approach 1:
The patent implements periodic action through structured call distribution phases: first phase distributes static campaign identifiers to multiple buyers simultaneously for efficient competition, second phase selectively discloses dynamic caller information to the awarded buyer. This periodic disclosure pattern preserves information value while enabling fast simultaneous competition.
Data Source
AI summary
A computer-implemented method for automating calls from a call center to a lead comprises determining, with at least one processor, a number of contact attempts based at least partially on at least one rule, determining, with at least one processor, a cadence of the number of contact attempts based at least partially on a predictive model, initiating a plurality of contact attempts based at least partially on the cadence, and ending the plurality of contact attempts in response to at least one of the following: the number of contact attempts has been met, a contact attempt is successful, the lead opted out, the lead scheduled a future contact attempt, or any combination thereof. A system and computer program product are also provided.