Centralized Multichannel Consent Manager for TCPA Compliance
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Solution Overview
Problem
Current call center technologies face challenges in managing multichannel outbound call campaigns, particularly in obtaining prior express written consent (PEWC) from customers, which restricts the use of predictive dialers and automated calling services due to regulatory requirements like the Telephone Consumer Protection Act (TCPA).
Innovation Solution
A system and method for centralized multichannel campaign management using digital consent acquisition, which includes a campaign manager console, a list manager, a digital consent manager, and a consumer device with a software application to obtain consumer consent via digital channels before initiating calls using auto-dialer systems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If enterprises use predictive dialers or automated calling services to contact customers, then productivity and call volume are improved, but compliance with TCPA regulations deteriorates due to lack of prior express written consent
Solution Approach 1:
The system performs preliminary digital consent acquisition through multiple channels (SMS, email, web portal, mobile app) before initiating automated calls. This advance consent gathering ensures TCPA compliance while enabling subsequent use of predictive dialers and automated calling services, thus resolving the contradiction between productivity improvement and regulatory compliance.
2Reliability
If customer records are split into separate PEWC and non-PEWC lists with separate dialer systems, then regulatory compliance is improved, but system complexity and operational flexibility deteriorate
Solution Approach 1:
The system merges previously separate PEWC and non-PEWC dialer systems into a unified platform. Digital consent is acquired through integrated multi-channel communication, and a single dialer system automatically routes calls based on real-time consent status. This consolidation reduces system complexity while maintaining compliance through centralized consent management.
Solution Approach 2:
The system dynamically adjusts dialer routing based on real-time consent status changes. Customers can transition between PEWC and non-PEWC lists through digital consent acquisition or withdrawal, and the dialer system automatically adapts its behavior. This dynamic approach replaces static separate-list management with flexible, real-time consent-based routing.
3Reliability
If agents are dedicated to separate dialer systems for PEWC and non-PEWC customers, then regulatory compliance is improved, but agent flexibility and real-time toggling capability deteriorate
Solution Approach 1:
The system creates universal agents who can handle both PEWC and non-PEWC customers through a single interface. The unified dialer system presents agents with a consolidated queue that dynamically prioritizes calls based on consent status, campaign requirements, and agent availability. This eliminates the need for agents to be dedicated to separate systems while maintaining compliance through automated routing logic.
Data Source
AI summary
A system and method for centralized multichannel campaign management using digital consent acquisition, comprising: a campaign manager console, configured to allow an enterprise, such as a contact center, to create, configure, monitor, and deploy outbound call campaigns; a list manager configured to store, retrieve, create, and transform lists of numbers which can be used in the call campaign; a digital consent manager configured integrate with a plurality of digital channels in order to transmit to and receive messages from a consumer device in order to obtain consumer consent for a telephone call prior to a call being made by one or more auto-dialer systems; and a consumer device comprising a software application configured to connect with the digital consent manager via one or more integrated digital channels to so that the user of the consumer device can provide consent for a call to be received.