Caller identification-based communication system and method

• US 20040151287A1
• Filed: 01/30/2003
• Published: 08/05/2004
• Est. Priority Date: 01/30/2003
• Status: Abandoned Application

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Bedner, Ilja
• Application Number:
  US10/356,169
• Publication Number:
  US 20040151287A1
• Time in Patent Office: Days
• US Class Current: 379/88.19
• CPC Class Codes: H04M 2203/353 where the information comprises non-audio but is provided over voice channels
• CPC Class Codes: H04M 2203/654 Pre, in or post-call message
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42382 Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

A communication system comprises a first customer communications device, a second customer communications device, a communication address service provider, and a vendor. The communication address service provider is configured for providing an indexed array of a caller identification associated with the first customer communications device and the caller identification associated with at least one return communication address of the second customer communications device. The vendor is configured for sending a message to the second customer communications device at the at least one return communication address in response to a telephone call to the vendor initiated by the first customer communications device.

Claims

1. A communication system comprising:

a first customer communication device and at least one second customer communication device;

a communication address service provider configured for providing an indexed array of a unique caller identification associated with the first customer communication device and the unique caller identification associated with at least one return communication address of the at least one second customer communication device; and

a vendor configured for sending a message to the at least one second customer communication device at the at least one return communication address in response to a telephone call to the vendor initiated by the first customer communication device.

2. The system of claim 1 wherein the system includes a caller identification service provider configured for provider caller identification of a consumer telephoning the vendor.

3. The system of claim 2 wherein the communication address service provider comprises the caller identification service provider.

4. The system of claim 1 wherein the message comprises at least one of the following formatted messages:

uniform resource locator of a web site;

a text message;

a hypertext markup language page;

a vCard; and

a vCalendar.

5. The system of claim 1 wherein the return communication address of the at least one second communication device comprises at least one of an uniform resource locator posting;

an electronic mail address;

and a short message service address.

6. The system of claim 1 wherein the vendor is configured for sending the message during the phone call between the first communication device and the vendor.

7. The system of claim 1 wherein the first customer communication device and the at least one second communication device comprise at least one of:

a telecommunications module;

a wireless transceiver;

an user interface;

a web browser;

a controller;

a memory;

an application software;

a caller identification function;

a cell phone;

a personal digital assistant;

a notebook computer; and

a desktop computer.

8. The system of claim 1 wherein the vendor comprises at least one of:

a telecommunications system;

a vendor response monitor;

a content database server; and

a caller identification function.

9. The system of claim 8 wherein the vendor response monitor comprises:

a return address selector configured for selecting a return communication address including at least one of an electronic mail address, a short message service address, and a uniform resource locator address;

a content selector database configured for selecting a formatted message comprising at least one of an uniform resource locator site address, a text message, a hypertext markup language page, an electronic business card, and a electronic calendaring file.

10. A computer-readable medium having computer-executable instructions for performing a method of communicating with a customer, the method comprising:

capturing a caller identification associated with a customer during a telephone call between the customer and a vendor;

selecting a content for transmission from the vendor to the customer;

obtaining a return communication address for a communication medium, from an array of return communication addresses associated with the caller identification, with the return communication address being different than a telephone number associated with the caller identification; and

sending the content from the vendor to the customer in a target message at the return communication address.

11. The medium of claim 10 wherein selecting a content includes:

selecting a type of the content that is based on a formatted message of the obtained return communication address.

12. The medium of claim 10 wherein selecting content includes:

selecting a formatted message of the obtained return communication address that is based on a type of the at least one content.

13. The medium of claim 10 wherein the sending the content comprises:

sending the content during the telephone call between the vendor and the customer.

14. The medium of claim 10 wherein obtaining a return communication address comprises:

providing the array to include, associated with a unique caller identification, the following types of return communication addresses;

an uniform resource locator posting;

an electronic mail address; and

a short message service address.

15. The medium of claim 10 wherein selecting the content comprises:

selecting at least one of the following formatted messages;

uniform resource locator of a web site;

a text message;

a hypertext markup language page;

a vCard;

and a vCalendar.

16. The medium of claim 10 wherein selecting the content comprises:

selecting content based on consumer preferences from a customer relationship management database.

17. A method of communication with a customer, the method comprising:

receiving a consumer-initiated telephone call and capturing a caller identification of the consumer during the telephone call; and

sending, in response to the consumer-initiated telephone call, a target message from the vendor to the consumer using a return communication address associated with the caller identification, with the return communication address being different than a caller identification telephone number through which the consumer-initiated telephone call was made, and with the target message including content responsive to the telephone call.

18. The method of claim 17 wherein sending the target message is carried out during the telephone call.

19. A responsive vendor-customer communication system comprising:

means for uniquely identifying a customer through a first communication between a vendor and the customer;

means for sending a message to the customer during the first communication using a second communication medium independent of a medium used for carrying out the first communication;

means for obtaining an address for sending the message through the second communication medium based on the means for uniquely identifying the customer.

20. The system of claim 19 wherein the means for sending the message comprises:

means for sending the message during the first communication.