Call center management systems

Details Call center management systems Call center management systems

2008-05-20

2008-05-20

Deane, Jr., William J. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265010

Reexamination Certificate

active

10448720

ABSTRACT:
A call center management system employs out-of-band signaling, such as provided by ISDN telecommunications technology, to manage outbound calls from a call center. By communicating with a central office of the PSTN in this way, it is possible to exercise a great degree of control over outbound calls originating from the call center. This control may be used, for example, to insert a meaningful caller identification label into the outbound call, or to manage dead air time within limits established by law, custom, or convenience, and to provide detailed reporting of outbound call activity.

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McGee-Smith Analytics, “Predictive Dialing Regulatory Requirements: Roadmap to Compliance,” Jun. 2003, McGee-Smith Analytics, Pittstown, New Jersey, United States.

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