Patent ID: 8804919
Filing Date: 2014-08-12
Classification: G06Q,H04M

Abstract:
1. Apparatus, comprising: an Internet-accessible infrastructure operating at a service provider domain, the Internet-accessible infrastructure comprising at least one web server, an application server, a telephony server, and a database, the Internet-accessible infrastructure adapted to enable business entities to create and manage interactive communications campaigns, wherein a given campaign comprises one or more sub-campaigns, the infrastructure including at least one hardware element and being in communication with a contact center having a set of agents; code associated with the web server to define a campaign strategy for a campaign, the campaign strategy stored in the database and having associated therewith a pass pattern defining a number and type of passes associated with the campaign, wherein at least one pass in the pass pattern has associated therewith one or more criteria that are evaluated to apply an escalation to that pass, wherein the criteria comprise one of: a contact attribute, and a response group; code associated with the application server to receive a list of contacts; and code associated with the telephony server to attempt to reach each contact on the list of contacts according to the campaign strategy, wherein during the campaign at least one criteria in the pass is evaluated to cause an escalation.