US 11,861,653 B1
Contact center management for contact list generation in data communications systems
Nick Holland, San Jose, CA (US); Lisa Clark, San Jose, CA (US); Vince Sweeney, San Jose, CA (US); and Bryan R. Martin, San Jose, CA (US)
Assigned to 8×8, Inc., Campbell, CA (US)
Filed by 8×8, Inc., San Jose, CA (US)
Filed on Mar. 12, 2019, as Appl. No. 16/351,347.
Claims priority of provisional application 62/641,815, filed on Mar. 12, 2018.
Int. Cl. G06Q 30/0242 (2023.01); G06Q 30/0202 (2023.01); G06Q 30/0251 (2023.01); G06Q 30/0201 (2023.01)
CPC G06Q 30/0243 (2013.01) [G06Q 30/0201 (2013.01); G06Q 30/0202 (2013.01); G06Q 30/0255 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A data communications server comprising:
one or more computer processor circuits coupled to memory circuits and configured to interface with a plurality of remotely-situated client entities, wherein the data communications server is configured to provide data communications services to each of the plurality of remotely-situated client entities, and to:
provide a graphic user interface (GUI) for each respective one of the plurality of remotely-situated client entities, the GUI to provide a display of different campaigns, and configured with interactive voice recognition (IVR) tools of an IVR system and data analytics and with user-customization abilities to handle incoming communications by the IVR system, wherein the GUI and the display are to be operated by a user of the display locating and arranging selectable components to customize a set of user-configurable paths for forming at least one IVR queue and therein to customize for the respective one of the plurality of remotely-situated client entities to handle the incoming communications via a user-customized arrangement of the selectable components, wherein the selectable components include a selectable component to allow a created IVR queue to be labeled for subsequent retrieval and further include three or more of the following: menu, exit or terminate, play message, do not call, dial, outcome, capture, say digits, post and match;
monitor, via the data communications services, a plurality of communications placed to target recipients in a first communications-based campaign of a first client entity among the plurality of remotely-situated client entities, and the first communications-based campaign being from among the different campaigns;
determine a disposition of each of the plurality of communications based at least on data received and relating to the plurality of communications; and
generate a contact list of target recipients for a second communications-based campaign associated with a second remotely-situated client entity, based at least in part on the disposition of the plurality of communications from the first communications-based campaign, wherein the first communications-based campaign is a marketing campaign through which marketing-related communications are made on behalf of the first client entity via the data communications server to targeted contacts, and wherein the data communications server is to adjust or set attributes, and use the adjusted or set attributes, in the first communications-based campaign and/or the second communications-based campaign based on marketing-related communications of the first communications-based campaign, wherein the attributes include one or more variables selected from among: identification of target recipients contacted through the first communications-based campaign, identification of time and day of the week in which each respective customer is contacted via the first communications-based campaign.