System for customer contact information management and methods for using same

• US 6,760,727 B1
• Filed: 12/21/1999
• Issued: 07/06/2004
• Est. Priority Date: 07/30/1999
• Status: Expired due to Term

• Current Assignee: Concentrix CVG Customer Management Delaware LLC (Synnex Corporation)
• Original Assignee: Convergys Corporation
• Inventors: Smith, Greyson, Anderson, Shawn, Jenkins, Aaron, Schroeder, Kim A., Donnelly, Keric P.
• Primary Examiner(s): Robinson, Greta
• Assistant Examiner(s): Black, Linh
• Application Number:
  US09/467,378
• Time in Patent Office: 1,659 Days
• Field of Search: 707/1-10, 707/100-104, 707/200
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: Y10S 707/99931 Database or file accessing
• CPC Class Codes: Y10S 707/99939 Privileged access

Abstract

A system and method for providing complete customer contact management across a variety of customer contact channels so that businesses, or clients (i.e., those businesses using the services of the system and method of the present invention), can manage and develop relationships with their customers, to increase sales and enhance business productivity. In addition, clients can monitor customer'"'"'s preferences for products or services, so that the client can develop new products and services or modify existing products and services to meet the demand of the customers. An improved system retrieves customer contact information from a plurality of contact channels, storing that information, and performing subsequent processes, such as making the data available to the clients in the form of, for example, reports.

Claims

1. A contact information management system comprising:

a first means for receiving contact information from a first contact channel;

a second means for receiving contact information from a second contact channel, wherein said second contact channel is different from said first contact channel;

a first database configured to automatically receive the contact information from said first and said second means for receiving contact information;

a second database configured to receive the contact information from said first database; and

a means for transferring the contact information from said first database to said second database.

2. A system according to claim 1, further comprising:

a third means for receiving contact information from a third contact channel.

3. A system according to claim 2, wherein said third contact channel is different from said first contact channel.

4. A system according to claim 2, wherein said third contact channel is different from said second contact channel.

5. A system according to claim 2, wherein said third contact channel is different from said first contact channel and said second contact channel.

6. A system according to claim 1, wherein said first means comprises an electronic communications server.

7. A system according to claim 6, wherein said electronic communications server is an electronic message server.

8. A system according to claim 7, wherein said electronic message server comprises an electronic mail message having an identifier for identifying an individual associated with the electronic mail message.

9. A system according to claim 8, wherein the identifier comprises an electronic mail address.

10. A system according to claim 6, wherein said electronic communications server is a world wide web server.

11. A system according to claim 6, wherein said second means comprises a call center.

12. A system according to claim 2, wherein said first means comprises an electronic message server, said second means comprises a world wide web server, and said third means comprises a call center.

13. A system according to claim 1, further comprising:

means for reporting at least a portion of the contact information received in said second database to a client coupled to said second database.

14. A system according to claim 13, wherein said client is coupled to said second database via a communication link.

15. A system according to claim 14, wherein said communication link is configured to transmit information from a third database associated with said client to said first database.

16. A system according to claim 15, wherein said third database associated with said client is remote from said first database.

17. A system according to claim 16, wherein said communication link comprises a TCP/IP connection through a public computer network.

24. A system according to claim 2, wherein said first database is configured to receive the contact information from said first means, said second means, and said third means.

25. A system according to claim 1, wherein said first means, said second means, said first database, and said second database are connected via a local area network.

26. A system according to claim 25, wherein said local area network utilizes TCP/IP.

18. A contact information management system comprising:

a first means for receiving contact information from a first contact channel;

a second means for receiving contact information from a second contact channel, wherein said second contact channel is different from said first contact channel;

a first database configured to receive the contact information from said first and said second means for receiving contact information and to allow a search of the contact information in said first database;

a second database configured to receive the contact information from said first database; and

a means for transferring the contact information from said first database to said second database.

19. A system according to claim 18, wherein the contact information in said first database can be searched using one of a criteria selected from the group consisting of a contact identification number, a first name, a last name, a business name, an address, a phone number, a fax number, and an electronic mail address.

20. A contact information management system comprising:

a first means for receiving contact information from a first contact channel;

a second means for receiving contact information from a second contact channel, wherein said second contact channel is different from said first contact channel;

a first database configured to receive the contact information from said first and said second means for receiving contact information;

a second database configured to receive the contact information from said first database; and

a means for transferring the contact information in said first database to said second database;

wherein said means is configured to automatically forward the contact information from said first database to said second database on a periodic schedule.

21. A system according to claim 20, wherein said first database is configured to initiate said means for transferring.

22. A contact information management system comprising:

a first means for receiving contact information from a first contact channel;

a second means for receiving contact information from a second contact channel, wherein said second contact channel is different from said first contact channel;

a first database configured to receive the contact information from said first and said second means for receiving contact information;

a second database configured to receive the contact information from said first database; and

a means for transferring the contact information in said first database to said second database;

wherein said means for transferring the contact information in said first database to said second database is configured to automatically pull the contact information from said first database to said second database on a periodic schedule.

23. A system according to claim 22, wherein said second database is configured to initiate said means for transferring.

27. A method for managing contact information comprising:

receiving contact information from a first contact channel;

receiving contact information from a second contact channel;

storing the contact information from the first contact channel and the second contact channel in a first database; and

automatically transferring the contact information stored in the first database to a second database.

28. A method according to claim 27, further comprising:

receiving contact information from a third contact channel.

29. A method according to claim 27, further comprising:

reporting at least a portion of the contact information stored in the second database to a client system coupled to the second database.

30. A method according to claim 27, further comprising:

transmitting contact information from a third database associated with a client system to the first database over a communication link, wherein the communication link is coupled between the third database associated with the client system and the first database.

31. A method for managing contact information comprising:

receiving contact information from a first contact channel;

receiving contact information from a second contact channel;

storing the contact information from the first contact channel and the second contact channel in a first database;

transferring the contact information stored in the first database to a second database; and

configuring the contact information stored in the first database such that a search of the contact information can be conducted.

32. A method for managing contact information comprising:

receiving contact information from a first contact channel;

receiving contact information from a second contact channel;

storing the contact information from the first contact channel and the second contact channel in a first database; and

transferring the contact information stored in the first database to a second database;

wherein said transferring step is carried out by automatically forwarding the contact information from the first database to the second database on a periodic schedule.

33. A method for managing contact information comprising:

receiving contact information from a first contact channel;

receiving contact information from a second contact channel;

storing the contact information from the first contact channel and the second contact channel in a first database; and

transferring the contact information stored in the first database to a second database;

wherein said transferring step is carried out by automatically pulling the contact information from the first database to the second database on a periodic schedule.

34. A system for managing contact information comprising:

a memory device having embodied therein program code; and

a processor in communication with said memory device, said processor configured by said program code for receiving contact information from a first contact channel;

receiving contact information from a second contact channel;

storing the contact information from the first contact channel and the second contact channel in a first database; and

transferring the contact information stored in the first database to a second database;

wherein said processor is further configured for configuring the contact information stored in the first database such that a search of the contact information can be conducted.

35. A system according to claim 34, wherein said processor is further configured for receiving contact information from a third contact channel.

36. A system according to claim 34, wherein said processor is further configured for reporting at least a portion of the contact information stored in the second database to a client system coupled to the second database.

37. A system according to claim 34, wherein said processor is further configured for transmitting contact information from a third database associated with a client system to the first database over a communication link, wherein the communication link is coupled between the third database associated with the client system and the first database.

38. A computer program product comprising a computer useable medium having computer program logic recorded thereon for enabling a processor in a computer system to facilitate managing contact information, said computer program logic comprising:

first receiving means for enabling the processor to receive contact information from a first contact channel;

second receiving means for enabling the processor to receive contact information from a second contact channel;

storing means for enabling the processor to store the contact information from the first contact channel and the second contact channel in a first database;

transferring means for enabling the processor to transfer the contact information stored in the first database to a second database; and

configuring means for enabling the processor to configure the contact information stored in the first database such that a search of the contact information can be conducted.

39. A computer program product according to claim 38, wherein said computer program logic further comprises:

third receiving means for enabling the processor to receive contact information from a third contact channel.

40. A computer program product according to claim 38, wherein said computer program logic further comprises:

reporting means for enabling the processor to report at least a portion of the contact information stored in the second database to a client system coupled to the second database.

41. A computer program product according to claim 38, wherein said computer program logic further comprises:

transmitting means for enabling the processor to transmit contact information from a third database associated with a client system to the first database over a communication link, wherein the communication link is coupled between the third database associated with the client system and the first database.

42. A computer program product comprising a computer useable medium having computer program logic recorded thereon for enabling a processor in a computer system to facilitate management of contact information, said computer program logic comprising:

first receiving means for enabling the processor to receive contact information at a server from a first contact channel;

second receiving means for enabling the processor to receive contact information at a call center from a second contact channel;

receiving means for enabling the processor to receive the contact information from the server and the call center in a first database;

receiving means for enabling the processor to receive the contact information received in the first database into a second database; and

storing means for enabling the processor to store the contact information in the second database in a predetermined format.

43. A contact information system, comprising:

an electronic communications server configured to receive electronic communications contact information from a contact channel;

a first database in data communication with said electronic communications server;

a second database in data communication with said first database; and

a computer program configured for

transmitting the electronic communications contact information from said electronic communications server to said first database;

formatting the electronic communications contact information in said first database such that a search of the contact information can be conducted; and

transferring the electronic communications contact information from said first database to said second database.

44. A system according to claim 43, wherein said second database comprises the electronic communications contact information and at least one additional type of contact information.

45. A system according to claim 44, wherein the at least one additional type of contact information comprises telephone communications contact information.

46. A system according to claim 43, wherein the electronic communications contact information comprises an electronic mail message.

47. A system according to claim 43, wherein the electronic communications contact information comprises an electronic mail message submitted via a world wide web connection.

48. A system according to claim 43, wherein the electronic communications contact information comprises an internet communication submitted via a world wide web connection.

49. A method for managing contact information, the method comprising:

receiving contact information in a first database;

transferring the contact information to a second database;

formatting the contact information in the second database;

transferring the contact information from the second database to a third database, wherein the third database comprises at least one additional type of contact information and

transferring the contact information from the third database to a fourth database wherein the fourth database is configured for generating a plurality of reports.

50. A method according to claim 49, wherein the contact information comprises an electronic mail message.

51. A method according to claim 49, wherein the contact information comprises an electronic mail message submitted via a world wide web connection.

52. A method according to claim 49, wherein the contact information comprises an internet communication submitted via a world wide web connection.