Enhancing insight-driven customer interactions with an engine
First Claim
1. A method for optimizing customer interactions, comprising:
- interfacing with a plurality of communication channels;
receiving at least one request from at least one customer for a customer interaction over at least one of the plurality of communication channels;
identifying the at least one customer;
choosing at least one treatment for processing the customer interaction using a central processing engine that is consistent for the plurality of communication channels; and
processing the customer interaction based on the at least one treatment chosen.
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Accused Products
Abstract
Insight-driven interactions with customers may be enhanced in a holistic approach. A customer relationship management (“CRM”) methodology may include: (1) evaluating a customer strategy; (2) identifying customer segments from a customer base; (3) forming an interaction strategy; (4) defining a series of experiences based on the strategy; (5) applying those interactions with customers during interactions; and (6) monitoring the results of the customer interactions. A computer aid may preferably guide a user through some of these steps. A modular, vendor-independent, centralized, rules-based engine may perform processing to deliver tailored customer experiences, relying on values for prioritized experiences identified through use of the computer aid.
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Citations
24 Claims
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1. A method for optimizing customer interactions, comprising:
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interfacing with a plurality of communication channels;
receiving at least one request from at least one customer for a customer interaction over at least one of the plurality of communication channels;
identifying the at least one customer;
choosing at least one treatment for processing the customer interaction using a central processing engine that is consistent for the plurality of communication channels; and
processing the customer interaction based on the at least one treatment chosen. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A computer program stored on a computer readable medium for execution by a computer, the computer program comprising:
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a code segment for receiving at least one request from at least one customer for a customer interaction over at least one of the plurality of communication channels;
a code segment for identifying the at least one customer;
a code segment for choosing at least one treatment for processing the customer interaction using a central processing engine that is consistent for the plurality of communication channels; and
a code segment for processing the customer interaction based on the at least one treatment chosen. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. A system for optimizing customer interactions, comprising:
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a channel layer for communicating with a plurality of communication channels;
a services layer for processing at least one request from at least one customer for a customer interaction over at least one of the plurality of communication channels, and for identifying the at least one customer; and
an interaction optimizing subsystem for choosing at least one treatment for processing the customer interaction;
wherein the interaction optimizing subsystem comprises a central processing engine that is consistent for the plurality of communication channels and for processing the customer interaction based on the at least one treatment chosen. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24)
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Specification