System and method for managing customer communications over communication channels

• US 10,171,658 B2
• Filed: 02/07/2018
• Issued: 01/01/2019
• Est. Priority Date: 03/24/2010
• Status: Active Grant

• Current Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Original Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Inventors: Moore, Robert, Lawhorne, Brian
• Primary Examiner(s): Nguyen, Phung-Hoang J
• Application Number:
  US15/890,636
• Publication Number:
  US 20180183928A1
• Time in Patent Office: 328 Days
• Field of Search: None
• CPC Class Codes: H04M 2203/2027 Live party detection
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

Systems and methods for managing customer communications over communication channels are disclosed. According to one embodiment, in an information processing apparatus, a method for managing customer communications over a plurality of communication channels may include (1) receiving, from a database, contact information for a customer; (2) determining that the contact information comprises a cellular phone number; (3) determining that the customer has not consented to being contacted on the cellular phone number; (4) receiving, from an electronic device associated with the customer, authorization to initiate contact with the customer using the contact information; and (5) automatically initiating contact with the customer on the cellular phone number, wherein the contact with the customer comprises a marketing solicitation.

Claims

1. A method for managing customer communications over a plurality of communication channels comprising:

in an information processing device comprising at least one computer processor;

receiving, from a database, contact information for a customer;

determining that the contact information comprises a cellular phone number;

determining that the customer has not consented to being contacted on the cellular phone number;

receiving, from an electronic device associated with the customer, authorization to initiate contact with the customer using the contact information; and

automatically initiating contact with the customer on the cellular phone number using an automated dialing device, wherein the contact with the customer comprises a marketing solicitation.

2. The method of claim 1, further comprising:

communicating, over a non-voice communication channel and to the customer, a request for consent to be contacted using the cellular phone number.

3. The method of claim 1, further comprising:

communicating, over a non-cellular communication channel and to the customer, a request for consent to be contacted using the cellular phone number.

4. The method of claim 1, further comprising:

determining an alternate communication channel by which to contact the customer; and

initiating the contact with the customer on the alternate communication channel.

5. The method of claim 1, wherein the consent to being contacted on the cellular phone number is for a plurality of future calls.

6. The method of claim 1, wherein the contact with the customer is not in response to a prior contact from the customer.