Shared software agent for customer relations management services

• US 20040083113A1
• Filed: 10/28/2002
• Published: 04/29/2004
• Est. Priority Date: 10/28/2002
• Status: Active Grant

• Current Assignee: Toshiba Global Commerce Solutions Holdings Corporation (Toshiba Corporation)
• Original Assignee: International Business Machines Corporation
• Inventors: Flores, Romelia H., Thomas, Mathews, Cao, Tam M., Fleming, Rodney L.
• Granted Patent: US 7,844,552 B2
• Time in Patent Office: Days
• US Class Current: 705/1
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A method for implementing a customer relationship management system can include establishing a plurality of customer contact channels within a customer relationship management services system. A software component can be associated with each of customer contact channels. A shared software agent can be accessed by software components through a publicly accessible network. The shared software agent performs at least one data management task and displays at least one visual element within a graphical user interface of an accessing software component.

Claims

1. A method for implementing a customer relationship management system comprising the step of displaying a first unified graphical user interface within a customer relationship management call center application,

within said graphical user interface, presenting a first view for displaying “

restricted information”

available only to authorized call center personnel,

within said graphical user interface, presenting a second view, said second view displaying publicly accessible information accessed from a remote network location which is common to one or more of a plurality of distribution channels.

2. The method of claim 1, wherein said second view is a browser window integrated within said graphical user interface, said browser window configured to access a remote shared software agent.

3. A method for implementing a customer relationship management system comprising the steps of:

establishing a plurality of customer contact channels within a customer relationship management system;

associating at least one software component with each of said customer contact channels; and

,

accessing at least one shared software agent from said software components through a publicly accessible network, wherein each said shared software agent independently performs at least one data management task and displays at least one visual element within a graphical user interface of an accessing software component,

wherein one of said software components is a call center application configured to access each of said shared software agents within said customer relationship management system.

4. The method of claim 3, further comprising the steps of:

displaying one or more of the visual elements of said shared software agent within a first software component; and

,

simultaneously displaying one or more of the visual elements of said shared software agent within a second software component, wherein said displaying step of said first software component operates independently from said displaying step of said second software component.

5. The method of claim 4, further comprising the steps of:

restricting access to a first software component to authorized call center personnel; and

,

publicly granting access to a second software component.

6. The method of claim 4, further comprising the steps of:

recording customer specific information; and

,

utilizing said customer specific information from within said shared software agent.

7. The method of claim 3, wherein said software component comprises at least one component selected from the group consisting of a customer service application, a sales facilitating application, a data analysis application, a campaign management application, a Web site, and a retail outlet application.

8. A customer relationship management system comprising:

a shared software agent disposed within a publicly accessible network, wherein said shared software agent is configured to independently perform a data management task, and wherein said shared software agent further comprises visual elements displayable by a graphical user interface of an accessing software component;

a call center component configured to access said shared software agent over the publicly accessible network, wherein access to said call center component is restricted to authorized call center personnel; and

,

a customer component configured to access said shared software agent over the publicly accessible network, wherein said customer component is publicly accessible and remotely located from said call center component.

9. The system of claim 8, further comprising a software agent view, within which the visual elements of said shared software agents are contained, wherein a graphical user interface of said call center component displays said software agent view, and wherein a graphical user interface of said customer component simultaneously displays said software agent view.

10. The system of claim 8, wherein said shared software agent further comprises:

a customer restricted segment, wherein access to said customer restricted segment via said customer component requires a customer password; and

,

a non-restricted segment, wherein access is publicly granted.

11. The system of claim 10, wherein access to said customer restricted segment via said call center component does not require the customer password.

12. The system of claim 8, wherein said business component comprises at least one component selected from the group consisting of a customer service application, a sales facilitating application, a data analysis application, and a campaign management application.

13. A machine-readable storage having stored thereon, a computer program having a plurality of code sections, said code sections executable by a machine for causing the machine to perform the step of displaying a first unified graphical user interface within a customer relationship management call center application,

within said graphical user interface, presenting a first view for displaying “

restricted information”

available only to authorized call center personnel,

within said graphical user interface, presenting a second view, said second view displaying publicly accessible information accessed from a remote network location which is common to one or more of a plurality of distribution channels.

14. The machine-readable storage of claim 13, wherein said second view is a browser window integrated within said graphical user interface, said browser window configured to access a remote shared software agent.

15. A machine-readable storage having stored thereon, a computer program having a plurality of code sections, said code sections executable by a machine for causing the machine to perform the steps of:

establishing a plurality of customer contact channels within a customer relationship management system;

associating at least one software component with each of said customer contact channels; and

,

accessing at least one shared software agent from said software components through a publicly accessible network, wherein each said shared software agent independently performs at least one data management task and displays at least one visual element within a graphical user interface of an accessing software component,

wherein one of said software components is a call center application configured to access each of said shared software agents within said customer relationship management system.

16. The machine-readable storage of claim 15, further comprising the steps of:

displaying one or more of the visual elements of said shared software agent within a first software component; and

,

simultaneously displaying one or more of the visual elements of said shared software agent within a second software component, wherein said displaying step of said first software component operates independently from said displaying step of said second software component.

17. The machine-readable storage of claim 16, further comprising the steps of:

restricting access to a first software components to authorized call center personnel; and

,

publicly granting access to a second software component.

18. The machine-readable storage of claim 16, further comprising the steps of:

recording customer specific information; and

,

utilizing said customer specific information from within said shared software agent.

19. The machine-readable storage of claim 15, wherein said software component comprises at least one component selected from the group consisting of a customer service application, a sales facilitating application, a data analysis application, a campaign management application, a Web site, and a retail outlet application.