System and method for customer contact management

• US 20050182647A1
• Filed: 01/27/2005
• Published: 08/18/2005
• Est. Priority Date: 04/03/2002
• Status: Abandoned Application

• Current Assignee: IGT (International Game Technology)
• Original Assignee: IGT (International Game Technology)
• Inventors: Saenz, Javier, Carlson, Dan, Klander, Ardyth, Klander, Lars, Goldwasser, Michael J., Nydam, Dave, Cohn, Jeff, Winkler, Claudia, Calderonello, Joshua
• Application Number:
  US11/045,593
• Publication Number:
  US 20050182647A1
• Time in Patent Office: Days
• US Class Current: 705/345
• 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 storing, within a memory arrangement, player information relating to a plurality of players. The method further includes displaying, upon the output device, a player detail view containing at least a portion of the player information pertinent to a given player. Also displayed upon the output device is a scheduled calls list including at least one scheduled call corresponding to the given player. The method further includes updating a history of contact associated with the given player upon completion of the scheduled call wherein the history of contact is stored within the memory arrangement as a portion of the player information.

Claims

1. A computer-implemented method for customer contact management, said method comprising:

storing, within a memory arrangement, player information relating to a plurality of players;

displaying, upon an output device, a player detail view containing at least a portion of said player information pertinent to one of said plurality of players;

displaying, upon said output device, a scheduled calls list wherein said scheduled calls list includes a scheduled call corresponding to said one of said plurality of players; and

updating a history of contact associated with said one of said plurality of players upon completion of said scheduled call wherein said history of contact is stored within said memory arrangement as a portion of said player information.

2. The method of claim 1 further including displaying said history of contact upon said output device.

3. The method of claim 1 further including deriving gaming preferences from transaction information comprising a portion of said player information.

4. The method of claim 3 further including displaying, upon said output device, said gaming preferences.

5. The method of claim 3 further including identifying ones of said plurality of customers for which scheduled calls are to be added to said scheduled calls list based upon said transaction information.

6. The method of claim 1 further including displaying a graphical representation of a gaming establishment and superimposing representations of said player information on said graphical representation.

7. A machine-readable medium having instructions stored thereon for execution by a processor to perform a method for customer contact management, said method comprising:

storing player information relating to a plurality of players;

generating a player detail view containing at least a portion of said player information pertinent to one of said plurality of players;

generating a scheduled calls list wherein said scheduled calls list includes a scheduled call corresponding to said one of said plurality of players; and

updating a history of contact associated with said one of said plurality of players upon completion of said scheduled call wherein said history of contact is stored within said memory arrangement as a portion of said player information.

8. The machine-readable medium of claim 7 wherein the method further includes displaying said history of contact.

9. The machine-readable medium of claim 7 wherein the method further includes deriving gaming preferences from transaction information comprising a portion of said player information.

10. The machine-readable medium of claim 9 wherein the method further includes displaying said gaming preferences.

11. The machine-readable medium of claim 9 wherein the method further includes identifying ones of said plurality of customers for which scheduled calls are to be added to said scheduled calls list based upon said transaction information.

12. The machine-readable medium of claim 7 wherein the method further includes displaying a graphical representation of a gaming establishment and superimposing representations of said player information on said graphical representation.