System and method for customer contact management

• US 20050171808A1
• Filed: 01/27/2005
• Published: 08/04/2005
• Est. Priority Date: 04/03/2002
• Status: Abandoned Application

• Current Assignee: IGT (International Game Technology)
• Original Assignee: IGT (International Game Technology)
• Inventors: Carlson, Dan, Klander, Ardyth, Klander, Lars, Goldwasser, Michael J., Nydam, Dave, Cohn, Jeff, Winkler, Claudia, Calderonello, Joshua, Saenz, Javier
• Application Number:
  US11/045,592
• Publication Number:
  US 20050171808A1
• Time in Patent Office: Days
• US Class Current: 705/7
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0207 Discounts or incentives, e.g. coupons or rebates
• CPC Class Codes: G06Q 30/0209 Incentive being awarded or redeemed in connection with the playing of a video game
• CPC Class Codes: G06Q 30/0243 Comparative campaigns
• CPC Class Codes: G06Q 30/0264 based upon schedule
• CPC Class Codes: G06Q 30/0269 based on user profile or attribute
• CPC Class Codes: G06Q 30/0273 Determination of fees for advertising
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting

Abstract

A computer-implemented system and method for customer contact management is disclosed herein. The method includes determining locations of a plurality of players within an establishment. A subset of these players is identified by filtering transaction data characterizing the players in accordance with defined criteria. The method further includes displaying locations of the subset of the plurality of players, and initiating contact with at least one player included within the subset of the plurality of players.

Claims

1. A method for customer contact management comprising:

determining locations of a plurality of players within an establishment;

identifying a subset of said plurality of players by filtering transaction data characterizing said plurality of players in accordance with defined criteria;

displaying locations of said subset of said plurality of players; and

initiating contact with at least one player included within said subset of said plurality of players.

2. The method of claim 1 wherein said initiating contact includes approaching said at least one player at one of said locations corresponding to said at least one player.

3. The method of claim 1 wherein said initiating contact includes scheduling contact with said at least one player.

4. The method of claim 3 further including displaying a table containing a list of scheduled contacts with one or more of said subset of plurality of players.

5. The method of claim 1 wherein said initiating contact includes determining a mode of contact based upon portions of said transactional data pertinent to said at least one player.

6. The method of claim 1 wherein said defined criteria consists of player name.

7. The method of claim 1 wherein said defined criteria is related to gaming preferences.

8. The method of claim 1 wherein said determining location includes extracting player location data from transactional data collected by the establishment.

9. The method of claim 8 wherein said displaying includes performing a mapping operation utilizing said player location data and a geocoded representation of said establishment.

10. A customer contact management system, comprising:

a memory in which is stored locations of a plurality of players within an establishment;

a processor module configured to identify a subset of said plurality of players by filtering transaction data characterizing said plurality of players in accordance with defined criteria;

a display capable of displaying locations of said subset of said plurality of players; and

means for initiating contact with at least one player included within said subset of said plurality of players.

11. The system of claim 10 wherein said means for initiating contact includes approaching said at least one player at one of said locations corresponding to said at least one player.

12. The system of claim 10 wherein said means for initiating contact includes scheduling contact with said at least one player.

13. The system of claim 12 wherein said processor module is further operative to cause said display to display a table containing a list of scheduled contacts with one or more of said subset of plurality of players.

14. The system of claim 10 wherein said means for initiating contact includes determining a mode of contact based upon portions of said transactional data pertinent to said at least one player.

15. The system of claim 10 wherein said defined criteria consists of player name.

16. The system of claim 10 wherein said defined criteria is related to gaming preferences.

17. The system of claim 10 wherein said processor module is further operative to determine said locations at least in part by extracting player location data from transactional data collected by the establishment.

18. The system of claim 17 wherein said processor module is further operative to perform a mapping operation utilizing said player location data and a geocoded representation of said establishment, said display being configured to display results of the mapping operation.