Genesys Telecommunications Laboratories, Inc.

Niolay Korolev

Nikolay A Anisimov

Yuri Shtivelman

Vadim Zyarko

Gregory Pogossiants

Konstatin Kishinsky

A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module for generating numbers to be automatically dialed, a dialing unit for dialing numbers generated, a queue for queing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method in one embodiment for determining the call generation rate, wherein the method uses one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques. In another embodiment the system accomplishes the same purpose using a simulation method for determining the call generation rate, wherein parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the system's processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.

Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center

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Walnut Creek, CA, United States of America

Niolay Korolev