Patent ID: 9473635
Filing Date: 2016-10-18
CPC Classification: H04M

Claim Text:
1. An apparatus comprising: a set of machines each comprising a processor, and a memory holding program instructions that are executed by the processor; one or more web servers executing on the machines and configured to enable a plurality of business entities to each create an interactive communications campaign, each campaign including a set of one more rules that may be triggered during the campaign; a telephony server, executing on one of the machines, configured to initiate outbound calls to recipients over a plurality of voice connections during the campaign for a respective one of the business entities, and to offer an option to a recipient of an outbound call to connect, via a voice connection through the telephony server, to a third party contact center having an automatic call distributor (ACD); and an application server executing on one of the machines (i) to monitor the voice connections through the telephony server as the campaign for a respective one of the business entities is executed to infer a contact center performance metric, wherein the contact center performance metric is inferred without requiring a direct data connection from the ACD of the third party contact center, (ii) to evaluate the contact center performance metric to determine whether a rule from the set of one or more rules has been triggered, (iii) to take a given action if the rule has been triggered, and (iv) to provide information identifying the rule, together with a status of the given campaign; at least one of the web servers being further adapted to serve a web page to the respective business entity, the web page identifying the status of campaign as determined by the application server.