Securely and efficiently processing telephone orders

• US 10,013,686 B2
• Filed: 08/02/2017
• Issued: 07/03/2018
• Est. Priority Date: 08/15/2013
• Status: Active Grant

• Current Assignee: Teleperformance SE
• Original Assignee: Teleperformance SE
• Inventors: Truitt, Alan
• Primary Examiner(s): Airapetian, Mila
• Application Number:
  US15/667,545
• Publication Number:
  US 20170330161A1
• Time in Patent Office: 335 Days
• Field of Search: 705 261
• CPC Class Codes: G06Q 20/102 Bill distribution or payments
• CPC Class Codes: G06Q 20/12 specially adapted for electronic shopping systems
• CPC Class Codes: G06Q 20/14 specially adapted for billing systems
• CPC Class Codes: G06Q 20/16 Payments settled via telecommunication systems
• CPC Class Codes: G06Q 20/305 using wired telephone networks
• CPC Class Codes: G06Q 30/04 Billing or invoicing
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: G06Q 30/0635 Processing of requisition or of purchase orders

Abstract

An apparatus includes a communications module that establishes a telephonic connection between a customer service representative of a merchant and a customer. An identification module receives an identifier. The identifier alerts a computer system of the merchant that the customer is associated with a billing profile stored on a computer system external to the computer system available to the merchant and the customer service representative. A billing profile access module receives information from the billing profile. The billing profile includes billing information of the customer. The billing profile is electronically accessed using the external computer system, via a network, to process a sales order between the customer and the merchant. A transaction module processes the sales order using the billing profile of the customer in response to a customer approval of the sales order. The transaction module shields the billing information of the billing profile from the customer service representative.

Claims

1. An apparatus comprising:

a communications module that establishes a telephonic connection between a customer service representative of a merchant and a customer;

an identification module that receives an identifier, the identifier alerting a computer system of the merchant that the customer is associated with a billing profile stored on a computer system external to the computer system available to the merchant and the customer service representative, the identification module notifying the customer service representative that the customer is associated with the billing profile, wherein the billing profile is electronically accessible by the external computer system, the identifier received in conjunction with the telephonic connection, the billing profile electronically stored on the external computer system previous to the telephonic connection;

a billing profile access module that receives information from the billing profile, the billing profile comprising billing information of the customer, the billing profile being electronically accessed using the external computer system, via a network, to process a sales order between the customer and the merchant; and

a transaction module that processes the sales order using the billing profile of the customer in response to a customer approval of the sales order, the sales order for one or more of a product and a service offered by the merchant, wherein the transaction module shields the billing information of the billing profile from the customer service representative, wherein the billing information is unavailable for viewing in a display of a computing device associated with the customer service representative while the sales order is processed,

wherein at least a portion of said modules comprise one or more of hardware circuits, programmable hardware devices and executable code, the executable code stored on one or more non-transitory computer readable storage media.

2. The apparatus of claim 1, wherein the information from the billing profile is received in response to an action by the customer, the action approving sending the information from the billing profile to the billing profile access module.

3. The apparatus of claim 2, wherein the action by the customer comprises one or more of

an action by the customer to send the information from the billing profile during the telephonic connection;

a default setting that provides permission to send the information from the billing profile in response to a telephonic connection with a customer service representative of a merchant in which the identifier is sent; and

the customer approval of the sales order.

4. The apparatus of claim 1, further comprising:

a confirmation module that receives the customer approval of the sales order, wherein the customer approval comprises one or more of verbal consent, a signature, a password, a personal identification number, and a biometric attribute; and

a security module that verifies the customer approval of the sales order by matching the customer approval with a sample previously provided by the customer.

5. The apparatus of claim 4, wherein the confirmation module transmits an order approval request to the customer prior to receiving the customer approval of the sales order, the order approval request comprising information about the sales order.

6. The apparatus of claim 1, wherein the information from the billing profile is received in response to the customer approval of the sales order.

7. The apparatus of claim 1, further comprising a registration module that receives and stores the billing profile of the customer, the registration module receiving and storing the billing profile in a transaction unrelated to the sales order.

8. The apparatus of claim 7, wherein the registration module operates outside control of the merchant.

9. The apparatus of claim 7, wherein the billing profile access module receives the information from the billing profile from a third party storing the billing profile of the customer.

10. The apparatus of claim 7, wherein the billing profile access module receives the information from the billing profile from an electronic device that transmits the identifier, the registration module storing the billing profile in a location accessible to the electronic device.

11. The apparatus of claim 1, wherein the billing profile of the customer comprises one or more of a credit card profile, a debit card profile, and a financial institution account profile for the customer.

12. The apparatus of claim 1, wherein the billing profile of the customer comprises one or more of a shipping address, a residential address, a business address, a phone number, a fax number, and an email address of the customer.

13. The apparatus of claim 1, wherein the identification module notifies the customer service representative that the customer is associated with the billing profile when the communications module establishes the telephonic connection.

14. The apparatus of claim 1, wherein the identifier is transmitted over a communication channel of the telephonic connection.

15. The apparatus of claim 1, wherein the identification module further transmits the billing profile along with the identifier.

16. A method comprising:

establishing a telephonic connection between a customer service representative of a merchant and a customer;

receiving an identifier, the identifier alerting a computer system of the merchant that the customer is associated with a billing profile stored on a computer system external to the computer system available to the merchant and the customer service representative;

notifying the customer service representative that the customer is associated with the billing profile, wherein the billing profile is electronically accessible by the external computer system, the identifier received in conjunction with the telephonic connection, the billing profile electronically stored on the external computer system previous to the telephonic connection;

receiving information from the billing profile, the billing profile comprising billing information of the customer, the billing profile being electronically accessed using the external computer system, via a network, to process a sales order between the customer and the merchant;

processing the sales order using the billing profile of the customer in response to a customer approval of the sales order, the sales order for one or more of a product and a service offered by the merchant; and

shielding the billing information of the billing profile from the customer service representative wherein the billing information of the billing profile is unavailable for viewing in a display of a computing device associated with the customer service representative while the sales order is processed.

17. The method of claim 16, wherein the information from the billing profile is received in response to an action by the customer, the action approving sending the information from the billing profile to the billing profile access module.

18. The method of claim 17, wherein the action by the customer comprises one or more of

an action by the customer to send the information from the billing profile during the telephonic connection;

a default setting that provides permission to send the information from the billing profile in response to a telephonic connection with a customer service representative of a merchant in which the identifier is sent; and

the customer approval of the sales order.

19. The method of claim 17, further comprising sending sales order information to the customer prior to receiving the customer approval of the sales order.

20. The method of claim 16, further comprising:

receiving the customer approval of the sales order, wherein the customer approval comprises one or more of verbal consent, a signature, a password, a personal identification number, and a biometric attribute; and

verifying the customer approval of the sales order by matching the customer approval with a sample previously provided by the customer.

21. The method of claim 16, further comprising receiving and storing the billing profile of the customer in a transaction unrelated to the sales order.

22. An apparatus comprising:

a registration module that creates and stores a billing profile of a customer, wherein the billing profile comprises one or more of a credit card profile, a debit card profile, and a financial institution account profile;

a phone connection module that establishes a telephonic connection between the customer and a customer service representative of a merchant;

an identifier module that sends an identifier to a computer system of the merchant, the identifier alerting the computer system of the merchant that the customer is associated with the billing profile stored on a computer system external to the computer system available to the merchant and the customer service representative, wherein the customer service representative is notified, based on the identifier, that the customer is associated with the billing profile, wherein the billing profile is electronically accessible by the external computer system; and

a billing profile module that provides information from the billing profile of the customer to the computer system of the merchant, the billing profile being electronically accessed using the external computer system, via a network, to process a sales order between the customer and the merchant, the sales order for one or more of a product and a service offered by the merchant, wherein billing information of the billing profile is shielded from the customer service representative, wherein the billing information of the billing profile is unavailable for viewing in a display of a computing device associated with the customer service representative while the sales order is processed,

wherein at least a portion of said modules comprise one or more of hardware circuits, programmable hardware devices and executable code, the executable code stored on one or more non-transitory computer readable storage media.

23. The apparatus of claim 22, further comprising:

an order information module that receives sales order information from the customer service representative;

wherein the information from the billing profile is provided in response to a customer approval being sent to the computer system of the merchant.

24. A method comprising:

creating and storing a billing profile, wherein the billing profile comprises one or more of a credit card profile, a debit card profile, and a financial institution account profile;

establishing a telephonic connection between a customer and a customer service representative of a merchant;

sending an identifier to a computer system of the merchant, the identifier alerting the computer system of the merchant that the customer is associated with the billing profile stored on a computer system external to the computer system available to the merchant and the customer service representative;

notifying the customer service representative that the customer is associated with the billing profile, wherein the billing profile is electronically accessible by the external computer system;

providing information from the billing profile to the computer system of the merchant, the billing profile being electronically accessed using the external computer system, via a network, to process a sales order between the customer and the merchant, the sales order for one or more of a product and a service offered by the merchant; and

shielding billing information of the billing profile from the customer service representative, wherein the billing information of the billing profile is unavailable for viewing in a display of a computing device associated with the customer service representative while the sales order is processed.

25. The method of claim 24, further comprising:

receiving sales order information from the customer service representative;

wherein the information from the billing profile is provided in response to a customer approval being sent to the computer system of the merchant.