METHODS AND SYSTEMS FOR DATA TRANSFER AND CAMPAIGN MANAGEMENT

• US 20150071427A1
• Filed: 11/18/2014
• Published: 03/12/2015
• Est. Priority Date: 09/08/2008
• Status: Active Grant

• Current Assignee: Invoca, Inc.
• Original Assignee: Invoca, Inc.
• Inventors: Kelley, Colin D., Spievak, Jason S., Trandal, David S.
• Granted Patent: US 9,036,808 B2
• Time in Patent Office: Days
• US Class Current: 379/265.09
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0202 Market predictions or forecasting for commercial activities
• CPC Class Codes: G06Q 30/0246 Traffic
• CPC Class Codes: G06Q 30/0251 Targeted advertisements
• CPC Class Codes: H04M 3/4878 Advertisement messages
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.

Claims

1. A computer implemented method of campaign management, comprising:

providing, by a computing system, one or more phone addresses to be associated with a communication, wherein the communication is to be directed to a customer prospect in association with a marketing campaign;

receiving, at the computing system, a first call directed to a first of the one or more phone addresses, associated with the communication associated with the marketing campaign, by the customer prospect, wherein the first call is associated with call signaling information, wherein the call signaling information comprises a calling phone address of the customer prospect and a called phone address;

answering, at the computing system, the first call and prompting the customer prospect to speak or select a response;

based at least in part on (a) the calling phone address of the customer prospect, or (b) the called phone address, or (c) the customer prospect'"'"'s response, or any combination comprising (a), (b), or (c), querying, by the computing system, one or more data stores to determine one or more attributes associated with the customer prospect;

based at least in part on the called phone address, originating, by the computing system, an outbound call connection to a call center wherein the connection enables voice and data communications;

transmitting, by the computing system, one or more of the determined attributes associated with the customer prospect, that originated the first call directed to the first phone address associated with the communication associated with the marketing campaign, via the outbound call connection to the call center; and

bridging, by the computing system, the first call and the outbound call connection.

2. The system as defined in claim 1, wherein transmitting, by the computing system, one or more of the determined attributes associated with the customer prospect via the outbound call connection to the call center, comprises transmitting, by the computing system, one or more of the determined attributes associated with the customer prospect via a Session-Initiated-Protocol (SIP) communication.

3. The system as defined in claim 1, wherein the computing system is external to the call center and operated by a different entity than the call center.

4. The system as defined in claim 1, the method further comprising providing a user interface control via which a call center agent in communication with the customer prospect can cause, at least in part, the customer prospect to exit from the marketing campaign.

5. The system as defined in claim 1, wherein the customer prospect attributes comprise behavioral attributes.

6. A system comprising:

a computing device;

a network interface configured to be coupled to a Public Switched Telephone Network (PSTN);

non-transitory media storing instructions readable by the computing device, that when executed by the computing device, cause the computing device to perform operations, comprising;

storing an association of one or more phone addresses with a marketing campaign, wherein the marketing campaign is associated with a communication, wherein the communication is directed to at least a customer prospect;

receiving a first call directed to a first of the one or more phone addresses by the customer prospect, wherein the first call is associated with call signaling information, wherein the call signaling information includes a calling phone address of the customer prospect and a called phone address;

answering the first call and prompting the customer prospect to speak or select a response;

based at least in part on (a) the calling phone address of the customer prospect, (b) the called phone address, or (c) the customer prospect'"'"'s response, or any combination comprising (a), (b), or (c), querying one or more data stores to determine one or more attributes associated with the customer prospect;

based at least in part on the called phone address, originating an outbound call connection to a call center wherein the connection enables voice and data communications;

transmitting one or more of the determined attributes associated with the customer prospect, that originated the first call directed to the first phone address associated with the marketing campaign, via the outbound call connection to the call center; and

bridging the first call and the outbound call connection.

7. The system as defined in claim 6, the operations further comprising:

configuring one or more fields of a Session-Initiated-Protocol (SIP) communication with the determined one or more attributes associated with the customer prospect.

8. The system as defined in claim 6, wherein the prompting of the customer prospect to speak or select a response comprises an Interactive Voice Response (IVR) menu configured via a first user interface.

9. The system as defined in claim 6, the operations further comprising providing a user interface control via which a call center agent can cause, at least in part, the customer prospect to exit from the marketing campaign.

10. The system as defined in claim 6, wherein the queried one or more data stores are associated with a social networking site.

11. The system as defined in claim 6, wherein the marketing campaign comprises a plurality of states and wherein a marketing campaign state of the customer prospect comprises an indicator of a likelihood that the customer prospect will be a customer for a good or service.

12. A system comprising:

a computing device;

a network interface configured to be coupled to a Public Switched Telephone Network (PSTN);

non-transitory media storing instructions readable by the computing device, that when executed by the computing device, cause the computing device to perform operations, comprising;

storing an association of one or more phone addresses with a marketing campaign, wherein the marketing campaign is associated with a communication, wherein the communication is directed to at least a customer prospect;

receiving a first call directed to a first of the one or more phone addresses by the customer prospect, wherein the first call is associated with call signaling information, wherein the call signaling information includes a calling phone address of the customer prospect and a called phone address;

based at least in part on the calling phone address of the customer prospect, the called phone address, or any combination thereof, accessing one or more data stores to determine one or more attributes associated with the customer prospect;

based at least in part on the called phone address, originating an outbound call connection to a call center wherein the connection enables voice and data communications;

transmitting one or more of the determined attributes associated with the customer prospect, that originated the first call directed to the first phone address associated with the marketing campaign, via the outbound call connection to the call center; and

bridging the first call and the outbound call connection.

13. The system as defined in claim 12, wherein the customer prospect comprises an existing customer.

14. The system as defined in claim 12, wherein the communication comprises an online promotion display.

15. The system as defined in claim 12, wherein the outbound call connection is a Voice-over-Internet-Protocol (VoIP) call connection.

16. The system as defined in claim 12, the operations further comprising:

configuring a Session-Initiated-Protocol (SIP) one or more fields with the determined one or more attributes associated with the customer prospect.

17. The system as defined in claim 12, the operations further comprising providing a user interface control via which a connected agent can cause, at least in part, the customer prospect to exit from the marketing campaign.

18. The system as defined in claim 12, wherein the one or more attributes associated with the customer prospect comprise customer prospect implicitly defined attributes.

19. The system as defined in claim 12, wherein the one or more attributes associated with the customer prospect comprise customer prospect explicitly defined attributes.

20. The system as defined in claim 12, wherein the accessed one or more data stores are associated with a social networking site.

21. The system as defined in claim 12, wherein the marketing campaign comprises a plurality of states.

22. The system as defined in claim 12, wherein the marketing campaign comprises a plurality of states and wherein a marketing campaign state of the customer prospect comprises an indicator of a likelihood that the customer prospect will be a customer for a good or service.

23. The system as defined in claim 12, wherein the marketing campaign comprises a plurality of states and wherein a marketing campaign state of the customer prospect comprises an indicator of a position of the customer prospect in a marketing campaign funnel.

24. The system as defined in claim 12, wherein the marketing campaign comprises a plurality of states and wherein a marketing campaign state of the customer prospect comprises an indicator of a number of communications and/or a number of communication attempts with the customer prospect.