Patent ID: 8989370
Filing Date: 2015-03-24
Classification: H04M

Abstract:
1. A customizable call center dialing system for reducing a call agent wait time between calls, comprising: means for displaying a computer based training module, on a screen of an application executing on a computing device, containing a plurality of customizable campaigns for a call center dialing system; means for selecting at least one of said customizable campaigns such that an authorized administrator can idle, run and pause said at least one customizable campaign on demand; means for creating a dialing algorithm containing a plurality of dialing parameters associated with said customizable campaign; means for creating a dialing query, based upon said plurality of dialing parameters, to determine which customer numbers to call during execution of said customizable campaign; means for modifying, in real-time, said plurality of dialing parameters such that a new call is predictively initiated close to a time when the call agent finishes a previous call; and means for selectively displaying a training script on a screen of the application executing on the computing device, based on past call result codes recorded by the call agent for the previous call, while the call agent waits for the new call; wherein said plurality of dialing parameters comprises