CENTRALIZED CUSTOMER CONTACT DATABASE

• US 20120226527A1
• Filed: 03/02/2011
• Published: 09/06/2012
• Est. Priority Date: 03/02/2011
• Status: Abandoned Application

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Carwile, Dennis Wayne Jr., Roe, Mathew Timothy, DiCaprio, Adam Anthony, Permar, Gregory Vincent, Thomas, Scott Stephen, O'Brien, Michael John, Densmore, Larry Ray, Arciniega, Edward Elias, Noles, Helen Ramsey, Basher, Kellie Marie, Heller, Ryan Scott, McLaughlin, Robert John, McCain, Jennifer Leigh, Coleman, Melodee, Edwards, Jeanne Carole, Miller, Dan R., Schneeweis, Stephen Mark, Keener, Harold Cooper
• Application Number:
  US13/039,036
• Publication Number:
  US 20120226527A1
• Time in Patent Office: Days
• US Class Current: 705/7.38
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: H05K 13/0486 Replacement and removal of components

Abstract

According to some embodiments, a method receives a request for contact information associated with a customer. The method determines a plurality of contact values associated with the customer. The plurality of contact values include a first set of contact values that a first line of business associates with the customer and a second set of contact values that a second line of business associates with the customer. The method determines priority information associated with each contact value. In response to the request for contact information, the method communicates one or more of the contact values. For each contact value being communicated, the method communicates at least some of the priority information associated with the each contact value being communicated.

Claims

1. A system, comprising:

an interface operable to;

receive a request for contact information associated with a customer; and

one or more processors operable to;

determine a plurality of contact values associated with the customer, the plurality of contact values comprising;

a first set of contact values that a first line of business associates with the customer; and

a second set of contact values that a second line of business associates with the customer; and

determine priority information associated with each contact value;

the interface further operable to;

communicate the contact information in response to the request, the contact information comprising;

one or more of the contact values; and

for each contact value being communicated, at least some of the priority information associated with the each contact value being communicated.

2. The system of claim 1, wherein the priority information comprises one or more metric values, wherein at least one of the metric values is selected from the group consisting of:

a recency metric indicating a time period that has elapsed since successfully contacting the customer;

a frequency metric indicating a number of times contacting the customer according to a selected contact value results in successful contact; and

a time of day metric indicating a likelihood that contacting the customer at a particular time of day according to the selected contact value will result in successful contact.

3. The system of claim 1, wherein the priority information comprises a number of sources of a same contact value.

4. The system of claim 1, the interface further operable to receive feedback indicating whether the customer was contacted according to a selected contact value.

5. The system of claim 1, the one or more processors further operable to:

associate an expiration value with a selected contact value, the expiration value indicating when to delete a contact record comprising the selected contact value;

receive an event indicating the selected contact value remains valid; and

increase the expiration value associated with the selected contact value.

6. The system of claim 1, further comprising:

the interface further operable to;

receive a first vendor request message requesting a third party to provide additional contact values associated with the customer; and

receive a second vendor request message requesting the third party to provide additional contact values associated with the customer;

the one or more processors further operable to;

aggregate the first vendor request message and the second vendor request message to yield an aggregated vendor request message; and

remove duplicate information from the aggregated vendor request message; and

the interface further operable to;

send the aggregated vendor request message to the third party.

7. A non-transitory computer readable storage medium comprising logic, the logic, when executed by a processor, operable to:

receive a request for contact information associated with a customer;

determine a plurality of contact values associated with the customer, the plurality of contact values comprising;

a first set of contact values that a first line of business associates with the customer; and

a second set of contact values that a second line of business associates with the customer;

determine priority information associated with each contact value; and

communicate the contact information in response to the request, the contact information comprising;

one or more of the contact values; and

for each contact value being communicated, at least some of the priority information associated with the each contact value being communicated.

8. The logic of claim 7, wherein the priority information comprises one or more metric values, wherein at least one of the metric values is selected from the group consisting of:

a recency metric indicating a time period that has elapsed since successfully contacting the customer;

a frequency metric indicating a number of times contacting the customer according to a selected contact value results in successful contact; and

a time of day metric indicating a likelihood that contacting the customer at a particular time of day according to the selected contact value will result in successful contact.

9. The logic of claim 7, wherein the priority information comprises a number of sources of a same contact value.

10. The logic of claim 7, wherein the priority information comprises one or more tag values associated with a selected contact value.

11. The logic of claim 7, further operable to:

receive feedback indicating whether the customer was contacted according to a selected contact value.

12. The logic of claim 7, further operable to:

associate an expiration value with a selected contact value, the expiration value indicating when to delete a contact record comprising the selected contact value;

receive an event indicating the selected contact value remains valid; and

increase the expiration value associated with the selected contact value.

13. The logic of claim 7, further operable to:

receive a first vendor request message requesting a third party to provide additional contact values associated with the customer;

receive a second vendor request message requesting the third party to provide additional contact values associated with the customer;

aggregate the first vendor request message and the second vendor request message to yield an aggregated vendor request message;

remove duplicate information from the aggregated vendor request message; and

send the aggregated vendor request message to the third party.

14. A method, comprising:

receiving a request for contact information associated with a customer;

determining, by a processor, a plurality of contact values associated with the customer, the plurality of contact values comprising;

a first set of contact values that a first line of business associates with the customer; and

a second set of contact values that a second line of business associates with the customer;

determining priority information associated with each contact value; and

communicating the contact information in response to the request, the contact information comprising;

one or more of the contact values; and

for each contact value being communicated, at least some of the priority information associated with the each contact value being communicated.

15. The method of claim 14, wherein the priority information comprises one or more metric values, wherein at least one of the metric values is selected from the group consisting of:

a recency metric indicating a time period that has elapsed since successfully contacting the customer;

a frequency metric indicating a number of times contacting the customer according to a selected contact value results in successful contact; and

a time of day metric indicating a likelihood that contacting the customer at a particular time of day according to the selected contact value will result in successful contact.

16. The method of claim 14, wherein the priority information comprises a number of sources of a same contact value.

17. The method of claim 14, wherein the priority information comprises one or more tag values associated with a selected contact value.

18. The method of claim 14, further comprising:

receiving feedback indicating whether the customer was contacted according to a selected contact value.

19. The method of claim 14, further comprising:

associating an expiration value with a selected contact value, the expiration value indicating when to delete a contact record comprising the selected contact value;

receiving an event indicating the selected contact value remains valid; and

increasing the expiration value associated with the selected contact value.

20. The method of claim 14, further comprising:

receiving a first vendor request message requesting a third party to provide additional contact values associated with the customer;

receiving a second vendor request message requesting the third party to provide additional contact values associated with the customer;

aggregating the first vendor request message and the second vendor request message to yield an aggregated vendor request message;

removing duplicate information from the aggregated vendor request message; and

sending the aggregated vendor request message to the third party.