Five9, Inc.

Dmitry Spasibenko

Nikolay A Anisimov

David Van Everen

Sam Shkrabov

A method for determining a number of calls to generate for a specific outbound campaign in an automated contact center based upon a prediction of agent occupancy in a future time period, wherein the automated contact center processes one or more outbound campaigns. The estimates a total number of outbound agents available to the one or more outbound campaigns. By using the total number of outbound agents, an effective number of agents for the specific outbound campaign is determined according to a ratio. The effective number of agents is used to determine a number of outbound calls to generate for the specific outbound campaign according to a dialing method. Calls are then generated for the specific outbound campaign based upon the determined number of outbound calls to generate.

System and methods for outbound dialing in multi-campaign and blended environment of virtual contact center

A method for determining a number of calls to generate in an automated contact center based upon a prediction of agent occupancy in a future time period. The automated contact center comprises a dialer for dialing generated calls, a queue where successfully connected dialed calls await agent handling, and an agent pool where calls are handled by agents. The method estimates a number of calls presently in the dialer, the queue, and the agent pool that would be in the agent pool in the future time period. Based upon the estimations, the method predicts a future agent occupancy in the future time period, which is used to determine the number of calls to generate in the automated contact center. Calls are generated based upon the number of calls to generate.

System and method for optimal outbound dialing in virtual contact center

A method for controlling and correcting abandonment rate in an automated contact center that uses a predictive dialing method for determining a number of calls to generate for dialing. When abandonment rate is close to zero, the method determines a mean agent occupancy that is used by the predictive dialing method. Empirical data is collected on agent occupancy while the predictive dialing method uses the mean agent occupancy to determine a number of calls to generate. The method determines a target abandonment rate and a target agent occupancy, wherein a proportion of the agent occupancy empirical data having an agent occupancy equal to or higher than the target agent occupancy is within a predetermined range of the target abandonment rate. The target agent occupancy is used to adjust the mean agent occupancy used by the predictive dialing method.

Method for controlling abandonment rate in outbound campaigns

A method for determining a number of calls to generate in an automated contact center, wherein the automated contact center comprises a dialer for dialing generated calls and an agent pool where successfully connected dialed calls are handled by agents. The method collects empirical data on durations in which calls spend in the dialer and agent handling times. The collected data is used to generate discrete density or discrete distribution functions. Using the discrete density or distribution functions, an individual impact is calculated for each call presently in the dialer. The method uses the individual impacts to calculate a dialer impact, which is used to predict a future agent occupancy. Based upon the prediction, a number of calls to generate is determined. Calls are generated based upon the number of calls to generate.

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Livermore, CA, United States of America

Dmitry Spasibenko