Contact Attempt Sequence Management for Contact Centers
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Solution Overview
Problem
Contact centers face challenges in efficiently managing contact attempts to account holders with multiple telephone numbers and channels, as existing systems lack flexibility and are prone to error, leading to inefficient resource utilization and potential harassment.
Innovation Solution
A system and method for defining contact attempt sequences using a data structure and graphical user interface, allowing for flexible selection of telephone numbers and channels, with rules to determine the sequence and number of attempts based on account holder information and regulatory considerations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a contact center attempts to contact the account holder using any and each telephone number and as many times as possible, then the likelihood of reaching the account holder increases, but resource utilization deteriorates and potential harassment occurs
Solution Approach 1:
The patent segments the contact attempt process into distinct phases: initial contact attempts using primary telephone numbers, followed by alternative contact methods only if primary attempts fail. This segmentation prevents unnecessary repeated attempts at the same numbers, improving resource utilization while maintaining reliability of reaching the account holder through a structured approach.
Solution Approach 2:
The system dynamically adjusts the contact strategy based on the outcome of previous attempts. If contact is successfully made, the system stops further attempts; if not, it progresses to alternative telephone numbers or contact methods. This dynamic adaptation ensures resources are not wasted on predetermined exhaustive attempts while maintaining high likelihood of successful contact.
2Reliability
If a contact center attempts to contact the account holder using any and each telephone number and as many times as possible, then the likelihood of reaching the account holder increases, but the system becomes counterproductive and may be deemed as harassment
Solution Approach 1:
The patent divides contact attempts into staged segments with clear progression rules. Contact attempts are segmented by telephone number priority levels and by contact method types (voice, email, text). This structured segmentation ensures that exhaustive attempts are not made in a random manner, reducing harassment while maintaining reliability through systematic progression to alternative methods only when necessary.
Solution Approach 2:
The system incorporates feedback mechanisms that monitor the outcomes of contact attempts and adjust subsequent actions accordingly. If contact is successfully established, feedback triggers termination of further attempts. If attempts fail, feedback triggers progression to alternative contact methods. This feedback-driven approach prevents harassing repeated attempts at the same numbers while maintaining high reliability through adaptive strategy adjustment.
3Device complexity
If a contact center uses a fixed logic for contact sequences that must be applied for all accounts, then system simplicity is maintained, but flexibility to use different logic for different accounts is lost
Solution Approach 1:
The patent implements a universal contact management system that can handle multiple contact strategies through a single platform. The system provides a standardized interface for defining contact sequences that can be customized per account while using the same underlying infrastructure. This universality allows different logic to be applied to different accounts without requiring separate systems, balancing simplicity with flexibility.
Solution Approach 2:
The system allows parameters such as telephone number priority orders, maximum attempt counts, and alternative contact method selections to be changed on a per-account basis. These parameter changes enable customization of contact logic for different accounts while maintaining the same system framework. The ability to modify parameters without changing the system structure provides flexibility while preserving overall system simplicity.
4Adaptability or versatility
If more complicated logic flows are defined for contact sequences, then flexibility and customization are improved, but the system becomes error prone and requires additional training and expertise
Solution Approach 1:
The patent implements preliminary configuration of contact sequences through a standardized setup process. Contact logic is pre-defined with clear rules for progression between telephone numbers and contact methods. This preliminary action reduces errors by establishing a proven framework before actual contact campaigns begin, while still allowing customization through parameter adjustment. The pre-established logic reduces the need for complex on-the-fly decisions that could introduce errors.
Solution Approach 2:
The system introduces an intermediary layer between the user and the complex contact logic implementation. This intermediary provides a simplified interface for configuring contact sequences, translating user-friendly parameters into the underlying complex logic. This mediation allows flexibility and customization while shielding users from the complexity and potential errors that would arise from directly managing complicated logic flows, reducing training requirements.
Data Source
AI summary
A party associated with multiple contact addresses, such as a home, cell, and/or work telephone numbers, is contacted by a dialer using a contact attempt sequence that defines how the various contact addresses are used. A graphical user interface allows a user to create a visual representation of the contact attempt sequence flow for contacting the party, e.g., a template, where logic is defined indicating how and when the various contact addresses are to be used. Thus, in one instance, the dialer may use the template to make multiple attempts to reach the party using first their home number and then their cell phone number, and if such attempts are unsuccessful, then make a further attempt to the reach the party using their work number, wherein attempts to reach the party using the home, cell, and/or work phone numbers may be limited over one or more defined time periods.