Patent ID: 8363819
Filing Date: 2013-01-29
Classification: H04M

Abstract:
1. A system for enabling collaboration between two or more customer contact campaigns running within a call center environment comprising: at least one outbound contact server (OCS) resident on a non transitory digital medium, the OCS including an automated dialer application resident on the digital medium for dialing contact numbers from contact records assembled for the two or more customer contact campaigns; a call monitoring and recording system executing from a set of computer-executable instructions on the non transitory digital medium, for monitoring call dialing progress and business results of completed calls; a central data repository for storing dialing progress and business results data collected by the running outbound campaigns; and a data sharing mechanism executing from the set of computer-readable instructions, accessible to each campaign running on the OCS for sharing collected data among the running campaigns; wherein higher priority calls are prioritized and success rates are determined for different geographic regions, and during time periods when hit rate is low calls are placed in the areas with higher success rates, and wherein shared data received by individual campaign instances is processed by the receiving campaign against one or more pre-configured business rules to determine whether to modify campaign contact records, campaign dialing patterns and or campaign dialing methods.