COMPREHENSIVE SYSTEM AND METHOD FOR PROVIDING SALES AND MARKETING ACCELERATION AND EFFECTIVENESS

• US 20160212266A1
• Filed: 07/25/2015
• Published: 07/21/2016
• Est. Priority Date: 10/21/2010
• Status: Active Grant

• Current Assignee: Micro Macro Assets, LLC
• Original Assignee: Micro Macro Assets, LLC
• Inventors: Soundar, Senraj
• Granted Patent: US 9,674,364 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 2201/14 Delay circuits; Timers
• CPC Class Codes: H04M 2201/36 Memories
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2203/357 Autocues for dialog assistance
• CPC Class Codes: H04M 2203/404 Collaboration among agents
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• 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 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/54 Arrangements for diverting calls for one subscriber to another predetermined subscriber based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; to voice mail H04M3/53308
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80

Abstract

A system and method for communicating with a customer via one or more communication modes is disclosed. The system includes a computer having a memory, and a processor configured by the memory to receive a batch notification that enables the computer to identify a batch of one or more customer records in the computer, for communicating in the near future, and to receive an identity notification that enables the computer to identify a customer that is being contacted or to be contacted in the near future. At least one customer record associated with the identified customer is part of the batch. A central data server provides the batch notification that enables the computer to identify the batch of one or more customer records, and provides the identity notification that enables the computer to identify the identified customer.

Claims

1. A system for communicating with a customer, via one or more communication modes, comprising:

a first computer having a memory storing non-transitory instructions, and a processor executing said instructions configured to receive a batch notification that enables the first computer to identify a batch of one or more customer records in the computer, for communicating in the near future, and to receive an identity notification that enables the computer to identify an identified customer that is being contacted or to be contacted in the near future, wherein at least one customer record associated with the identified customer is part of the batch; and

a central data server in communication with the first computer having a memory storing non-transitory instructions, and a processor executing said instructions configured to perform the steps of;

providing the batch notification that enables the computer to identify the batch of one or more customer records; and

providing the identity notification that enables the computer to identify the identified customer.

2. The system of claim 1, wherein the system further comprises a second computer in communication with the first computer and the central data server, the second computer having a memory storing non-transitory instructions, and a processor executing said instructions configured to provide a transferred notification acknowledging that a communication, via one or more communication modes, with a transferred customer that has been contacted has been transferred, and wherein at least one customer record of the transferred customer is part of the batch.

3. The system of claim 1, wherein the central data server further performs the steps of:

receiving a transferred notification confirming that a communication, via one or more communication modes, with a transferred customer that has been contacted has been transferred, and after receiving acknowledgement that the communication with the transferred customer has been transferred, the central data server provides an identify notification that enables the first computer to identify at least one customer record associated with the transferred customer.

4. The system of claim 1, wherein the first computer further performs the steps of:

receiving an identify notification that enables the first computer to identify at least one customer record associated with a transferred customer whose communication has been transferred, and wherein the at least one customer record of the transferred customer is part of the batch.

5. The system of claim 1, wherein the system further comprises a communication assistance module for providing a transferred notification confirming that a communication, via one or more communication modes, associated with a transferred customer that has been contacted has been transferred, wherein at least one customer record of the transferred customer is part of the batch, and wherein the communication assistance module partially or fully automates communication attempt associated with the transferred customer and the communication with the transferred customer until the transferred customer meets a specific criteria.

6. The system of claim 1, wherein the processor of the central data server is further configured to select one or more customer for communication in the near future, via one or more communication modes, wherein the one or more customer is associated with the batch.

7. The system of claim 1, wherein the size of the batch identified in the computer is customizable by a user of the system, and wherein based on the foregoing customization the central data server provides an appropriate notification that enables the computer to identify the batch of appropriate size.

8. The system of claim 1, wherein the first computer receives the identity notification, concurrently during or after the receipt of the batch notification.

9. The system of claim 1, wherein at least one of the customer records associated with the batch is selected to be part of the batch based on prioritization information located in one or more fields associated with the customer record, wherein the prioritization information is used to determine the order of the customer record for contacting via one or more communication modes.

10. The system of claim 1, wherein the first computer enables updating of one or more user update fields of a customer record identified as part of the batch, and wherein one or more user update fields is used to determine the customer record associated with the next customer for contacting via one or more communication modes.

11. The system of claim 10, wherein at least one of the customer records associated with the batch is selected to be part of the batch based on prioritization information located in one or more fields associated with the customer record, wherein the prioritization information is used to determine the order of the customer record for contacting via one or more communication modes, wherein at least one of the user update fields is part of the fields containing the prioritization information.

12. The system of claim 10, wherein at least one of the user update fields of the customer record is a when-to-call field that specifies whether to contact with the customer associated with the customer record during a specific time period or not to contact, via one or more communication modes, during a specific time period, wherein the when-to-call field is used to determine the customer record associated with the next customer for contacting, and wherein the information contained in the when-to-call field may be stored in multiple attributes of the customer record.

13. The system of claim 1, wherein the batch notification comprises a group of one or more customer records.

14. The system of claim 1, wherein the batch notification comprises a group of one or more customer identifications, wherein each customer identification is associated with at least one of the customer records.

15. The system of claim 1, wherein identification of a customer record in the first computer comprises the step of highlighting the customer record.

16. The system of claim 1, wherein the first computer is configured to be used by an agent, and the system further configured to be used by a third party communication participant, wherein the central data server is further configured by the memory to perform the steps of:

receiving a request a participation notification from the third party communication participant that the third party communication participant has requested to participate in the communication between the agent and the customer; and

providing participation notification that enables the third party communication participant to participate in the communication between the agent and the customer.

17. The system of claim 16, wherein the third party communication participant is connected to the call between the agent and the customer in one or more modes, wherein at least one of the modes is selected from the group consisting of a listen only mode, a listen and talk mode, and a whisper mode, wherein the listen only mode enables the third party communication participant to only listen to both the agent and the customer, wherein in the listen only mode the third party communication participant may participate in the call with or without knowledge of the agent or the customer, wherein the listen and talk mode enables the third party communication participant to listen as well as talk to both the agent and the customer, wherein in the listen and talk mode the third party call participant, the agent, and the customer all or some may have knowledge of presence of others in the call, and wherein the whisper mode enables the third party communication participant to listen to both the agent and the customer, but talk to only the agent, wherein in the whisper mode the third party communication participant may participate in the call without knowledge of the customer.

18. A method for communicating with a customer via a communication system comprising at least one processor and a memory containing non-transient instructions that, when executed by the processor, comprise the steps of:

providing a batch notification that enables identification of a batch of one or more customer records for communication in the near future;

receiving the batch notification;

identifying an identified customer that is being contacted or to be contacted in the near future, wherein at least one customer record associated with the identified customer is part of the batch.

19. The method of claim 18, wherein the method further comprises the step of providing a transferred notification acknowledging that a communication, via one or more communication modes, with a transferred customer that has been contacted has been transferred, and wherein at least one customer record of the transferred customer is part of the batch.

20. The method of claim 18, wherein the method further comprises the step of receiving a transferred notification confirming that a communication, via one or more communication modes, with a transferred customer that has been contacted has been transferred, and after receiving acknowledgement that the communication with the transferred customer has been transferred, an identify notification is provided that enables identification at least one customer record associated with the transferred customer.

21. The method of claim 18, wherein the method further comprises the step of receiving an identify notification that enables identification of at least one customer record associated with a transferred customer whose communication has been transferred, and wherein the at least one customer record of the transferred customer is part of the batch.

22. The method of claim 18, wherein the method further comprises the step of selecting one or more customer for calling in the near future, wherein the one or more customer is associated with the batch.

23. The method of claim 18, wherein the size of the batch identified is customizable by a user of the method, and wherein based on the foregoing customization the method provides an appropriate notification that enables identification of the batch of appropriate size.

24. The method of claim 18, wherein the method further comprises the step of receiving an identity notification that enables the identification of the identified customer, and wherein the identity notification is received concurrently during or after the receipt of the batch notification.

25. The method of claim 18, wherein at least one of the batch of one or morecustomer records is selected to be part of the batch based on prioritization information, located in one or more fields associated with the customer record, wherein the prioritization information is used to determine the order of the customer record for contacting, via one or more communication modes.

26. The method of claim 18, further comprising the step of enabling updating of one or more user update fields of a customer record identified as part of the batch, and wherein one or more user update fields is used to determine the customer record associated with the next customer for contacting, via one or more communication modes.

27. The method of claim 26, wherein at least one of the customer records associated with the batch is selected to be part of the batch based on prioritization information located in one or more fields associated with the customer record, wherein the prioritization information is used to determine the order of the customer record for contacting, via one or more communication modes, wherein at least one of the user update fields is part of the fields containing the prioritization information.

28. The method of claim 26, wherein at least one of the user update fields of the customer record is a when-to-call field that specifies whether to contact the customer associated with the customer record during a specific time period or not to contact during a specific time period, wherein the when-to-call field is used to determine the customer record associated with the next customer for contacting, and wherein the information contained in the when-to-call field may be stored in multiple attributes of the customer record.

29. The method of claim 18, wherein the batch notification is a group of one or more customer records.

30. The method of claim 18, wherein the batch notification is a group of one or more customer identifications, wherein each customer identification is associated with at least one of the customer records.

31. The method of claim 18, wherein identification of a customer record includes the step of highlighting the customer record.

32. The method of claim 18, wherein the method is used by an agent, and a third party communication participant, and the method further comprises the steps of:

receiving the request participation notification from the third party communication participant that the third party communication participant has requested to participate in the communication between the agent and the customer; and

providing a participate notification that enables the third party communication participant to participate in the communication between the agent and the customer.

33. The method of claim 32, wherein the third party communication participant is connected to the call between the agent and the customer in one or more modes, wherein at least one of the modes is selected from the group consisting of a listen only mode, a listen and talk mode, and a whisper mode, wherein the listen only mode enables the third party communication participant to only listen to both the agent and the customer, wherein in the listen only mode the third party communication participant may participate in the call with or without knowledge of the agent or the customer, wherein the listen and talk mode enables the third party communication participant to listen as well as talk to both the agent and the customer, wherein in the listen and talk mode the third party call participant, the agent, and the customer all or some may have knowledge of presence of others in the call, and wherein the whisper mode enables the third party communication participant to listen to both the agent and the customer, but talk to only the agent, wherein in the whisper mode the third party communication participant may participate in the call without knowledge of the customer.