Patent ID: 9723144
Date: 2017-08-01
CPC Classifications: H04M

Claim:
1. A method for pacing outbound calls placed by a predictive dialer in a contact center, comprising the steps of: applying an ensemble by the predictive dialer to each dialing record found in a plurality of dialing records to provide a probability of an outbound call placed to the dialing record resulting in a live connect, wherein the ensemble comprises a global predictive model representing comprehensive dialing trends across at least one of multiple industries, multiple purposes, multiple locations, and multiple predictive dialers and a local predictive model representing a specific dialing history associated with the contact center; calculating by the predictive dialer a call pacing hit ratio based on the probability for each dialing record in the plurality of dialing records, the call pacing hit ratio representing a percentage of outbound calls expected to result in a live connect; determining a number of outbound calls to place by the predictive dialer based on the call pacing hit ratio and at least one of a number of agents associated with the contact center that are currently available to handle calls and a number of agents associated with the contact center that are expected to become available to handle calls within a time period; selecting a set of dialing records from the plurality of dialing records by the predictive dialer based on the number of outbound calls to place; and placing virtually simultaneous outbound calls by the predictive dialer for each of the dialing records found in the set of dialing records.