Method for Integrating Client WEB History and Call Center History into a Single Interaction History Accessible in Real Time
First Claim
1. A method for creating a portable history data record for a customer by integrating Web cookie data and telephone history data comprising the steps of:
- (a) retrieving and interpreting the Web cookie data;
(b) retrieving and interpreting the telephone history data;
(c) combining the data sets into a single data record eliminating redundant data;
(d) formatting the data record for human or for machine interpretation; and
(e) presenting the formatted data record to a point of service during or just ahead of an associated interaction event.
9 Assignments
0 Petitions
Accused Products
Abstract
A method is provided for creating a portable history data record for a customer by integrating Web cookie data and telephone history data. The method includes the acts (a) retrieving and interpreting the Web cookie data, (b) retrieving and interpreting the telephone history data, (c) combining the data sets into a single data record eliminating redundant data, (d) formatting the data record for human or for machine interpretation, and (e) presenting the formatted data record to a point of service during or just ahead of an associated interaction event.
-
Citations
20 Claims
-
1. A method for creating a portable history data record for a customer by integrating Web cookie data and telephone history data comprising the steps of:
-
(a) retrieving and interpreting the Web cookie data; (b) retrieving and interpreting the telephone history data; (c) combining the data sets into a single data record eliminating redundant data; (d) formatting the data record for human or for machine interpretation; and (e) presenting the formatted data record to a point of service during or just ahead of an associated interaction event. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
-
-
9. A system for correlating recorded information about a customer, the information recorded at separate times and at disparate system interfaces of a service organization comprising:
-
a data server connected to a data network, the data server accessible to the disparate system interfaces; at least one data repository accessible to the data server; and an instance of software installed and executable on the data server; characterized in that text data describing activities performed by the customer at either of the disparate system interfaces is replicated to the data server and stored in the at least one repository managed by the software instance and where upon request, the instance of software looks for data stored and if data is found, combines the data into one data record void of redundant or repeated data. - View Dependent Claims (10, 11, 12)
-
-
13. A system for routing a data record containing information about a customer to a service interface of a service organization network comprising:
-
a data server connected to the service organization network, the data server accessible to the service interface; at least one data repository accessible to the data server; and an instance of software installed and executable on the data server; characterized in that the data record is generated by the software instance and contains Web interaction history data and telephone interaction history data of the customer previously recorded as one or more cookie files at disparate service access points of the organization, the record forwarded to the service interface selected in routing of a new interaction event that the customer is party to, the record rendered useable at the interface. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
-
Specification