Austin Logistics Incorporated

Other

Noble Systems Corporation

Daniel Neal Duncan

Richard Rodenbusch

Thomas Miller

Alexander N Svoronos

Ezra U Pagel

William D Andrews

An agent's performance is measured using a predictive model calculating an expected probability of success for each outbound communication, such as a call, handled by the agent that has reached the desired ('right') party. An agent's cumulative actual performance value is maintained based on each 'successful' contact, as indicated by a disposition code provided by the agent. A cumulative expected probability value of a &#x201c;successful&#x201d; communication is also maintained based on each call that reaches the right party where the expected probability of a &#x201c;successful&#x201d; call is determined by the predictive model. The agent's performance value can be determined by comparing the cumulative actual performance value with the cumulative expected probability of success value. The agent's performance value can then be compared to the performance value of other agents to identify agents performing above-expectations or below-expectations.

Measuring contact center agent effectiveness using a predictive model

A method and system is provided for the preemptive goals based distribution of contact records. This method and system includes devices receiving contact records and providing customer contacts to one or more agents. Interfaced with the device is a distribution module including pools and queues. The distribution module places the contact records into the pools and transfers less than all of the contact records to the queues to allow for processing by the devices at peak efficiency. The distribution module transfers the queues to the devices so that the device can place customer contact attempts. A goal module, associated with the distribution module, monitors the performance of the pools. The goal module modifies which queues the pools transfer contact records to based on the performance of the pools thereby allowing the contact records to be distributed in accordance with performance goals for the pools.

System and method for preemptive goals based routing of contact records

A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module including pools and queues. The distribution module places the call records into the pools and transfers less than all of the call records to the queues to allow for calling by the dialing devices at peak efficiency. The distribution module transfers the queues to the dialing devices so that the dialing device can place telephone calls. The distribution module monitors the queues to determine when to send additional call records to the queues. In addition, distribution module monitors the results of the call records and updates the call records in the pools so that call records with unsuccessful outcomes can be safely called again later in the day.

Method and system for distributing outbound telephone calls

Systems and methods of identifying biometric information as trusted and authenticating persons using trusted biometric information are provided. Biometric information can be identified as trusted by comparing it to other biometric information and/or based on the age of the biometric information and/or receiving correct answers to questions based on personal information. Once biometric information has been identified as trusted it can be used as part of an authentication process by receiving biometric information from a person to be authenticated and comparing the received biometric information with the trusted biometric information.

Systems and methods for identifying biometric information as trusted and authenticating persons using trusted biometric information

A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call record accounts related to the same individual. A common account tag detector detects related accounts and communicates with a common account controller of a distribution module that distributes contact attempts in pools and queues. The common account controller locates related accounts, such as by searching for accounts having the same tag, to prevent additional contact attempts to the individual associated with the related accounts. The related accounts are forwarded to the operator who made the successful contact to coordinate resolution of the related accounts along with the account that originated the contact attempt.

System and method for common account based routing of contact records

A system and method for updating contact records automates analysis of contact results for one or more contact devices performing a contact campaign in order to select contact records for skip trace updates to contact information with the updated contact information for real time use by the contact devices. For instance, an update engine analyzes contact records returned by dialers to a distribution module to select contact records to skip trace based on rules, such as where a wrong number code is indicated, or cost analysis, such as where the predicted result of an update has a value greater than the cost of obtaining the update. The distribution model provides the updated contact information for real time use by the dialers of the updated contact numbers.

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Austin, TX, United States of America

Daniel Neal Duncan