Patent ID: 8654964
Filing Date: 2014-02-18
Classification: H04M

Abstract:
1. An agent-centric method for associating an outbound communication with an agent in an outbound contact center comprising: receiving a list of outbound contact records, wherein each contact record indicates a respective contact telephone number and is further associated with a respective contact party profile, and wherein at least one of the contact records is associated with the respective contact party profile comprising at least one first characteristic comprising a demographic indicator; determining an available agent from among a plurality of available agents in the contact center, wherein the available agent is associated with an agent profile comprising at least one second characteristic previously matched with the demographic indicator; selecting a plurality of outbound contact records from the list of outbound contact records to form an attempt group, wherein the selection of the plurality of outbound contact records is based on each contact party profile comprising the demographic indicator previously matched with the at least one second characteristic of the agent profile; originating outbound communications for the available agent by the outbound contact center, wherein the outbound communications are generated by a dialer using the plurality of outbound contact records in the attempt group; determining a right party connect is established that is associated with one of the outbound communications generated using the plurality of outbound contact records in the attempt group; and connecting the one of the outbound communications to the available agent.