System and method for integrating, managing and coordinating customer activities
First Claim
1. A method of integrating, managing and coordinating activities of customers in an enterprise, the enterprise comprising a plurality of applications, resources and touch-points, the method comprising:
- gathering data relating to a customer from the applications, resources and touchpoints;
creating an object for the customer using the gathered data; and
delivering the object in real time to the applications, resources and touch-points.
11 Assignments
0 Petitions
Accused Products
Abstract
A system, method and computer program product for integrating, managing and coordinating activities of customers in an enterprise, across a plurality of applications, resources and touch-points. Customer data is obtained during interactions between a customer and an application, a resource or a touch-point. This data is stored in the form of virtual composite objects in cache memory, on a cluster of servers. The virtual composite objects contain customer data, policies and behaviors of the enterprise. The applications query for the virtual composite objects through the server. The server hosting the queried virtual composite object delivers the queried virtual composite object in real time to the querying application. Any updates to the virtual composite object on account of events at the applications, resources or touch-points, is carried out in real time.
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Citations
34 Claims
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1. A method of integrating, managing and coordinating activities of customers in an enterprise, the enterprise comprising a plurality of applications, resources and touch-points, the method comprising:
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gathering data relating to a customer from the applications, resources and touchpoints;
creating an object for the customer using the gathered data; and
delivering the object in real time to the applications, resources and touch-points. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system for integrating, managing and coordinating activities of customers in an enterprise, the enterprise comprising a plurality of applications, resources and touch-points, the system comprising:
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means for gathering data related to a customer from the applications, resources and touch-points;
means for creating an object for the customer using the gathered data; and
means for delivering the object in real time to the applications, resources and touch-points. - View Dependent Claims (10, 11, 12, 13, 14)
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15. A computer program product for integrating, managing and coordinating activities of customers in an enterprise, the enterprise comprising a plurality of applications, resources and touch-points, the computer program product comprising:
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program instruction means for gathering data relating to a customer from the applications, resources and touch-points;
program instruction means for creating an object for the customer using the gathered data; and
program instruction means for delivering the object in real time to the applications, resources and touch-points. - View Dependent Claims (16, 17, 18, 19)
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20. A system for real time integration, management and coordination of customer activities in an enterprise, the enterprise comprising a plurality of applications, resources and touch-points, the system comprising:
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at least one server for exchanging data with the applications, the server further comprising;
means for accumulating customer data pertaining to a customer from different applications;
means for creating an object specific to the customer from the accumulated data;
means for formulating a query based upon the request for an object received from an application;
means for matching the requested object with the objects present in the database; and
means for applying rules and policies of the enterprise on the object;
means for maintaining a list of all customer identification indexes corresponding to the customers, each customer having a unique customer identification index; and
a database for storing the objects. - View Dependent Claims (21, 22, 23, 24, 25, 26)
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27. A method for integrating, managing and coordinating customer activity in an enterprise, the enterprise comprising a plurality of sources and touch-points, the sources and touch-points interacting with the customers to generate customer data, the customer data being used by applications, the method comprising:
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creating a customer specific object containing the customer data;
storing the object on at least one server;
synchronizing activities and changes in one application with other relevant applications; and
delivering the object to a requesting application. - View Dependent Claims (28, 29, 30, 31, 32, 33)
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34. A method for relationship data management in an enterprise, the enterprise comprising various sources and touch-points, the sources and touch-points interacting with a plurality of people, the method comprising:
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creating an object containing data relating to the plurality of people;
storing the object on at least one server;
synchronizing activities and changes in one application with other relevant applications; and
delivering the object to a requesting application.
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Specification