An enterprise communication computing device for initiating communication between groups of computing devices may be provided. The communication device may include a processor in communication with memory and may include an interface having modules for telephonic and text-based communication. The processor may generate an interface with icons representative of corresponding modules. The processor may receive selections of icons and may initiate selected modules. The processor may receive user input defining content and recipients and may generate an input field enabling entry of response options. The processor may receive user input of the options and may format the options to generate a response-request portion of the message in a drop-down menu. The processor may transmit the message to each recipient including the content and the response-request. Receipt of the message may cause recipient computing devices to display the response options. The processor may receive a response message including a selected response.

A system and method are presented for advanced campaign management in outbound dialing platforms. In a contact center environment, a dialing campaign may be configured such that the outbound dialing platform modifies its behavior automatically throughout the dialing campaign as conditions change. Dialing campaigns may be constructed from groups, which are organized into a campaign sequence. As the campaign sequence flows between groups, details of the campaign may be monitored and evaluated by the platform. Group transitions may be initiated based on activation triggers. In an embodiment, campaign sequences may also be automatically transitioned to new campaign sequences, paused, or reset based on activation triggers. A transition may also be initiated by manual override of the platform.

A dialer in a contact center is managed by a Communication Attempt Management System (“CAMS”) for tracking the total number of communications attempts, including voice calls, originated to an individual within a period of time. A list comprising account data of a plurality individuals may be processed by the CAMS to identify those accounts exceeding a weekly limit on the number of allowable communication attempts and are not authorized to receive further communications in that period of time. The list is modified to reflect those accounts which have not exceeded their corresponding limit and are authorized to be contacted. The modified list is provided to the dialer, which then originates a call to each account. The CAMS may then update each account to reflect each communication attempt made by the dialer and whether the communication is considered exempt or non-exempt with respect to the communication limits.

A dialing strategy determination engine (DSDE) for selecting a dialing strategy for placing an outbound call has determination software executing on a computerized server from a machine-readable medium, access to stored dialing strategies, contact data, and a rules set, and a port for receiving a request for dialing strategy from an outbound dialer. The determination software, upon receiving a request for a dialing strategy associated with a contact identification, consults the rule set and the contact data, selects a dialing strategy based on the rules and the data, and returns the selected strategy to the outbound dialer.

A system for enabling collaboration between two or more customer contact campaigns running within a call center environment includes at least one outbound contact server (OCS) resident on a digital medium, the OCS including an automated dialer application resident on a digital medium thereon or accessible thereto for dialing contact numbers from contact records assembled for the running campaigns, a call monitoring and recording system executing from software on a digital medium, for monitoring call dialing progress and business results of completed calls, a central data repository for storing dialing progress and business results data collected by the running outbound campaigns, and a data sharing mechanism executing from software resident on a digital medium, accessible to each campaign running on the OCS for sharing collected data among the running campaigns. Shared data received by individual campaign instances is processed by the receiving campaign against one or more pre-configured business rules to determine whether to modify campaign contact records, campaign dialing patterns and or campaign dialing methods.

System and methods for automating preauthorization of genetic efficacy testing with prescription dispensation are provided. Coverage requests for medicines are received from pharmacy systems. Databases are queried to retrieve policy rules for the coverage requests. A coverage decision analysis is performed and where an associated medication is otherwise approved for coverage and where genetic efficacy testing is available for the associated medication, a prior authorization for such genetic efficacy testing is automatically generated and included with which is transmitted together with an approval of coverage decision to a requesting one of said number of pharmacy systems.

A method and system for operating a multitenancy telephony system including receiving a plurality of call requests associated with an application server; selecting a subset of the received call requests using a load balancer; assigning each selected call request to one of a plurality of resources creating, on the assigned resource, a call session for each selected call request; and coordinating the created call sessions resulting from the selected subset of the received call requests associated with the application server.

Methods, systems, and devices for consumer contact are described. In some aspects, an example method may include receiving an indication to notify a consumer and identifying a text-capable contact number associated with the consumer. The example method may also include determining a disconnect date at which the text-capable contact number was disconnected and comparing the disconnect date with a notification date associated with receiving the indication to notify the consumer. Additionally, the example method may include determining whether to notify the consumer via the text-capable contact number based on the comparison of the disconnect date with the notification date. In some aspects, the example method may include identifying whether a primary contact number for which to notify the consumer is a text-capable phone number. In other aspects, the example method may include soliciting the consumer to obtain a substitute contact number that can be used as a text-capable contact number.

A contact center dialing a telephone number to a destination party, such as a debtor, may discover that the number is subject to a prohibition of being autodialed. In other embodiments, a number that was subject to the prohibition of being autodialed is now discovered to no longer be subject to such prohibition. Various mechanisms may be defined to indicate how such a prohibition associated with the number may be indicated in a dialing list and how various contact center architectures may be used to process the dialing list. In one embodiment, separate sub-systems are used to dial separate dialing lists based on whether the number is to be manually dialed or dialed using an autodialer. In another embodiment, another architecture is used to process an integrated dialing list to determine whether a number is to be manually dialed or autodialed.

Various embodiments of the invention provide methods, systems, and computer program products for determining whether a call has reached a live party or a machine. Specifically, a call handler that is handling the call analyzes a cadence of the audio of the call while a speech analytics system analyzes the audio of the call to detect one or more keywords over a call leg established between the call handler and speech analytics system. Accordingly, in particular embodiments, the call handler may make a first determination that the call has reached a live party or a machine based on the cadence of the audio and may make a second determination that the call has reached a live party or a machine based on an event received from the speech analytics system as a result of the speech analytics system detecting a particular keyword in the audio of the call.