Dismiss
InnovationQ will be updated on Sunday, Oct. 22, from 10am ET - noon. You may experience brief service interruptions during that time.
Browse Prior Art Database

Optimized Inbound/Outbound Automatic Call Distribution for Telemarketing

IP.com Disclosure Number: IPCOM000102511D
Original Publication Date: 1990-Nov-01
Included in the Prior Art Database: 2005-Mar-17
Document File: 2 page(s) / 96K

Publishing Venue

IBM

Related People

Schick, T: AUTHOR

Abstract

This disclosure associates inbound and outbound Automatic Call Distribution (ACD) to further optimize the performance of telemarketing agents. It reduces the costly wait time by telemarketing personnel to get the specific person on the phone who is the real target of the call.

This text was extracted from an ASCII text file.
This is the abbreviated version, containing approximately 52% of the total text.

Optimized Inbound/Outbound Automatic Call Distribution for Telemarketing

       This disclosure associates inbound and outbound Automatic
Call Distribution (ACD) to further optimize the performance of
telemarketing agents.  It reduces the costly wait time by
telemarketing personnel to get the specific person on the phone who
is the real target of the call.

      ACD sometimes relates to either outbound Automatic Call
Distribution or inbound Automatic Call Distribution. Outbound ACD,
also called telemarketing, is used by an organization to automate the
making of calls to prospective "buyers".  When a person answers the
phone, an available agent is quickly placed on the line, perhaps with
some pertinent information on his or her screen about the called
party.  Inbound ACD is used to automatically distribute incoming
calls to a bank of waiting agents, for example, an airlines
reservation agent who then responds to the calling party requests.

      An example is helpful.  A sales person responsible for
contacting many potential buyers uses outbound ACD which makes many
calls.  Some of the calls prove to be busy lines and others result in
no answer.  When outbound ACD finally gets an answer, then a sales
agent is connected.  Often the person answering the phone is not the
person sought.  The sales person then asks to speak to the specific
person called who may or may not be available.  If he or she is
available, and when he or she finally gets on the phone, then the
sales person finally begins the intended conversation.

      Alternatively, a telemarketing operator makes the calls using
outbound ACD on behalf of a sales person.  As above, the
telemarketing operator reaches an individual's phone which is often
answered by a person other than the person sought.  The operator then
asks to speak to the desired person.  If the desired party is
available, and when he or she finally gets on the phone, then the
telemarketing operator asks the person on the phone to please hold
because "vice president Joe would like to speak with you".  The
telemarketing operator then connects the call to Joe's phone.  In
this scenario Joe needs to be available while this and other calls
are attempted.

      Note, the word "buyer" and "sales person" are used here to
complete an example of telemarketing applications.  Other ex...