Method and apparatus for providing integrated customer care and work-flow management
First Claim
Patent Images
1. A method in a computing environment for providing interaction between a customer service representative and a consumer, the method comprising:
- providing a care system having a single point of entry graphical user interface, wherein said care system includes preconfigured links and relationships among one or more screens of said care system;
providing an option to set aside one or more work areas, wherein said set aside option preserves a first set of tasks or features being utilized by said customer service representative, during the performance of a second set of tasks or features; and
said single point of entry graphical user interface comprising, (1) a navigation window, providing a tree display of options for access to a plurality of informational items relating to servicing a focus customer, (2) a search window providing search access to said informational items, (3) an alert window providing pre-configured notifications to the customer service representative (4) a summary area providing provides synopsis of said informational items, and (5) a content area providing details of said informational items.
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Abstract
A system and method for providing integrated customer care, managing complex data relating to services and presenting information for selection and interaction by end users. The present invention delivers, tracks, presents and manages various aspects of customer care using a customer centric paradigm. An integrated macro-framework is utilized to provide a consistent and efficient single-point of entry GUI tool for accessing and navigating through various displays relating to the processing of data, reports, billing, work-flows, service orders and other aspects of customer care.
72 Citations
45 Claims
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1. A method in a computing environment for providing interaction between a customer service representative and a consumer, the method comprising:
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providing a care system having a single point of entry graphical user interface, wherein said care system includes preconfigured links and relationships among one or more screens of said care system;
providing an option to set aside one or more work areas, wherein said set aside option preserves a first set of tasks or features being utilized by said customer service representative, during the performance of a second set of tasks or features; and
said single point of entry graphical user interface comprising, (1) a navigation window, providing a tree display of options for access to a plurality of informational items relating to servicing a focus customer, (2) a search window providing search access to said informational items, (3) an alert window providing pre-configured notifications to the customer service representative (4) a summary area providing provides synopsis of said informational items, and (5) a content area providing details of said informational items. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer implemented customer care tool comprising:
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a billing information component;
an account management component;
an equipment management component; and
an integrated user interface;
wherein said integrated user interface is customer centered and providing interaction between a customer service representative and said billing component, said account management component, and said equipment management component;
said billing component providing access to billing information of a customer and the charges associated with one or more services provided to one or more accounts of said customer;
wherein said one or more accounts are managed and setup utilizing said account management component;
said equipment management component providing information and access relating to any one or more equipment items associated with providing said one or more services to said customer. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23)
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24. A customer service software system for use by a customer service representative, comprising:
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a hierarchy component for classifying the system representation of one or more service items that relate to one or more accounts of a customer;
means for utilizing said classification to organize, present and access information pertaining to said service items; and
an integrated user interface component to present and access information pertaining to said service items, wherein said integrated user interface provides a navigational display for accessing said one or more service items. - View Dependent Claims (25, 26, 27, 28, 29, 30, 31, 32, 33)
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34. An integrated configurable multi-service customer care and operations tool comprising:
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a service order component;
a service agreement component;
a payment collection and adjustment component; and
a customer centric user interface;
said service order component, said service agreement component, and said payment and adjustment component interfaced to said customer centric user interface;
said customer centric user interface providing a hierarchical relationship between a customer, an account and an agreement for providing customer care and managing customer related operations. - View Dependent Claims (35, 36, 37, 38, 39, 40, 41, 42)
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43. A system for providing a customer care graphical user interface comprising:
a customer care computing system having an executable customer care application operably stored thereon where said customer care application is operable to control the computing system to access customer care data relating to general customer data and management data and generate a graphical user interface having a navigation scheme operable to provide a single point of entry user interface where customer information and account information is continuously in view. - View Dependent Claims (44, 45)
Specification