公开(公告)号：GB2520171A

公开(公告)日：2015-05-13

申请号：GB201417875

申请日：2014-10-09

Applicant: BANK OF AMERICA

Inventor： WARNICK DAVID LEE ,  CHOU CHUNG-DI

IPC: H04M3/523 ,  H04M3/51

Abstract: Implementing virtual dialling campaigns using virtual calling modes includes: receiving account data associated with customer accounts; identifying an account status associated with each of the accounts based on the account data; grouping the accounts into one or more queues based on the identified account status; selecting a first call mode for at least one queue; determining dialing parameters associated with the first call mode; and providing the at least one queue to a user via a display of a computing device. Aspects of the invention include the account status includes an early stage balance dues status (account balances having due date that is less than 90 days old), a medium stage balance dues status, a late stage balance dues status, a call cap status, a message cap status etc. The call mode may be inward call mode, outward call mode, autopace mode, a view first mode, manual dial mode, a drowse mode or a combination thereof. The dialling parameters may include account priority of at least one queue, user dialing authorization etc.

公开(公告)号：GB2520621A

公开(公告)日：2015-05-27

申请号：GB201417889

申请日：2014-10-09

Applicant: BANK OF AMERICA

Inventor： HELLER RYAN SCOTT ,  SMITH PATRICK B ,  MADALA HARI ,  SHELDON ANDREW ,  CHOU CHUNG-DI ,  VATTIKUTI VEERA VENKATA

IPC: G06Q10/10 ,  G06Q30/02 ,  G06Q50/10

Abstract: A method for determining an automatic contact list comprises receiving a request to create a contact list, the request comprising selection criteria; identifying data associated with a plurality of customers meeting the selection criteria, wherein each customer is associated with at least one contact; determining contacts that are excluded based on at least one of locking, external requests, geography, time, velocity, and permission to contact; and determining a contact list based on customers that are not excluded. Locking occurs when a customer is assigned to another call list or is currently receiving a call from another representative and velocity is the frequency of previous contact with a customer. The contact list may be used for communicating with customers by automatic dialer, email, voicemail, or direct mail. The system allows a user to create an automatic contact list that both meets the user's criteria while also complying with business and legal regulations.