System and Method for Utilizing Customer Data in a Communication System

• US 20100232585A1
• Filed: 03/16/2009
• Published: 09/16/2010
• Est. Priority Date: 03/16/2009
• Status: Active Grant

• Current Assignee: Sangoma US, Inc. (Sangoma Technologies Corporation)
• Original Assignee: Fonality Incorporated (Sangoma Technologies Corporation)
• Inventors: Lyman, Christopher M.
• Granted Patent: US 9,443,244 B2
• Time in Patent Office: Days
• US Class Current: 379/112.10
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

Systems and methods for utilizing customer data in a communication system are provided. In exemplary embodiments, customer records at a customer data warehousing system are accessed. Customer data from the customer records are extracted and associated with a customer identifier. The customer data is then stored to an indexed database, the extracted customer data being indexed according to the identifier. When an incoming communication is received, the communication system will determine a communication identifier of the incoming communication. A lookup and matching process is then performed using the communication identifier in the indexed customer information database. If a matching customer identifier is found, associated customer data may be retrieved and used to provide enhanced communication system services including communication routing and customer data alerts.

Claims

1. A computer implemented method for providing customer data in a communication system, the method comprising:

accessing customer records of a customer information warehousing system;

extracting customer data from the customer records;

associating a customer identifier with the extracted customer data; and

storing the extracted customer data to an indexed database of a storage device for use by the communication system, the extracted customer data indexed according to the customer identifier.

2. The method of claim 1 wherein the indexed database is located at the communication system.

3. The method of claim 1 wherein the customer identifier is a phone number.

4. The method of claim 1 further comprising accessing particular extracted customer data on the indexed database based on a match between a communication identifier of an incoming communication and the customer identifier.

5. The method of claim 4 further comprising using the particular extracted customer data to route the incoming communication.

6. The method of claim 5 further comprising determining a call level for routing the incoming communication.

7. The method of claim 5 further comprising determining a particular agent for routing the incoming communication.

8. The method of claim 5 further comprising determining a particular group for routing the incoming communication.

9. The method of claim 4 further comprising determining a most recently updated subject matter associated with the customer identifier and communication identifier.

10. The method of claim 4 further comprising determining a most recently created subject matter associated with the customer identifier and communication identifier.

11. The method of claim 4 further comprising using the particular extracted customer data to generate a display comprising the particular extracted customer data prior to establishing a connection with the incoming communication.

12. The method of claim 1 wherein the communication system comprises a phone system.

19. The method of claim 1 wherein the communication system comprises a phone system.

13. A system implemented on a computing device for providing customer data in a communication system, comprising:

a customer information module configured to access customer records of a customer information warehousing system;

a format module configured to extract customer data from the customer records and associate a customer identifier with the extracted customer data; and

a delivery module configured to store the extracted customer data to an indexed database of a storage device for use by the communication system, the extracted customer data indexed according to the customer identifier.

14. The system of claim 13 wherein the indexed database is located at the communication system.

15. The system of claim 13 wherein the customer identifier is a phone number.

16. The system of claim 13 further comprising a lookup module configured to access particular extracted customer data on the indexed database based on a match between a communication identifier of an incoming communication and the customer identifier.

17. The system of claim 16 further comprising a routing module configured to use the particular extracted customer data to route the incoming communication.

18. The system of claim 16 further comprising an alerts module configured to using the particular extracted customer data to generate a display comprising the particular extracted customer data prior to establishing a connection with the incoming communication.

20. A computer readable storage medium having embodied thereon a program, the program being executable by a processor to provide a method for providing customer data in a communication system, the method comprising:

accessing customer records of a customer information warehousing system;

extracting customer data from the customer records;

associating a customer identifier with the extracted customer data; and

storing the extracted customer data to an indexed database of a storage device for use by the communication system, the extracted customer data indexed according to the customer identifier.