Virtual call distribution system

• US 6,782,091 B1
• Filed: 10/13/2000
• Issued: 08/24/2004
• Est. Priority Date: 10/13/2000
• Status: Expired due to Term

• Current Assignee: Emerson C. Dunning III
• Original Assignee: Emerson C. Dunning III
• Inventors: Dunning, Emerson C. III
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US09/687,697
• Time in Patent Office: 1,411 Days
• Field of Search: 379/265.01, 379/266.09, 379/266.1, 379/265.09, 379/265.02, 379/266.07, 705/14, 705/10
• US Class Current: 379/265.01
• 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 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

The present invention relates to the processing of in-bound telemarketing calls in which an individual calls a telephone number set forth in either an advertisement or a solicitation. In one embodiment of the invention, in-bound telemarketing calls are distributed by an automated call distribution system to a plurality of call centers for processing. Each of the call centers solicits information from the callers according to a script that is conveyed to the center via a computer network, such as the Internet, from an in-bound telemarketing processor. The caller information that is obtained by each call center is conveyed to the in-bound telemarketing processor via the computer network. The information typically orders for the goods/services of an advertiser or a pledge to a solicitor, is conveyed from the in-bound telemarketing processor to the advertiser or solicitor.

Claims

1. A system for processing in-bound telemarketing calls, said system comprising:

call receiving means for receiving a plurality of in-bound telemarketing calls;

call distribution means connected to said call receiving means for receiving said in-bound telemarketing calls therefrom and for distributing each of said in-bound telemarketing calls in accordance with a distribution protocol;

computer network means for communicating data between and among computer-like devices;

a plurality of call processing centers each connected to said call distribution means to receive an in-bound telemarketing call from said call distribution means, each of said plurality of call processing centers being operable by an operator to answer said in-bound telemarketing call received from said call distribution means for establishing two-way communications with the caller of said in-bound telemarketing call, and each of said plurality of call processing centers having process center computer means connected to said computer network to obtain a first script and a first data form therefrom, said process center computer means being adapted to be operable by said operator to visually present the operator with said first data form and said first script, said process center computer means being adapted for recording by the operator on said first data form desired caller information obtained by the operator from the caller using said first script to form a first completed data form, and said process center computer means being adapted to transmit to said computer network means said first completed data form; and

server means connected to said computer network means, said server means being operable for storing said first data form and for transmitting said first data form and said first script to a first call processing center upon request from a processing center computer means of a call processing center of said plurality of call processing centers, and said server means being operable for receiving and storing said first completed data form with caller data from said processing center computer means through said computer network means;

a master processor operable to create and modify said first script and to create and modify said first data form, said master processor being connected to said server means for supplying said first script and said first data form thereto; and

customer computer means connected to said server means and operable to selectively access data obtained by said server in said first completed data form from at least one of said plurality of call processing centers.

2. The system of claim 1 wherein each process center computer means is connected to said computer network to obtain therefrom said first script, said process center computer means being operable by said operator to visually present to said operator said first script for delivery by the operator to the caller, and wherein said server means is operable for storing said first script and for supplying said first script to said computer network means upon request through said computer network means, from a call processing center computer means of a call processing center of said plurality of call processing centers.

3. The system of claim 2 wherein said master processor is connected to said server means to create, modify and supply a plurality of scripts including said first script and wherein said master processor is connected to said server means to create, modify and supply a corresponding plurality of data forms for each of said plurality of scripts.

4. The system of claim 3 wherein said server means includes a customer interface portion connected to interface between said server means and said customer computer means.

5. The system of claim 4 wherein said customer computer means is connected to the computer network means.

6. The system of claim 2 wherein said server means includes an administrative interface portion connected to interface between said server means and said master processor.

7. The system of claim 6 wherein said master processor is connected to said computer network means.

8. The system of claim 1 further including first interface means connected between said call distribution means and each of said plurality of call processors for routing calls from said call distribution means to each of said plurality of call processors.

9. The system of claim 8 wherein said first interface means is a call distribution network.

10. The system of claim 8 wherein said first interface means is the world wide web.

11. The system of claim 9 wherein said first call processing center includes means for receiving and processing multiple telemarketing calls at the same time.

12. The system of claim 1 further including ISP means connected to and between said server means and said computer network means.

13. The system of claim 1 wherein said computer network means is the world wide web.

14. The system of claim 13 wherein each said process center computer means is programed to include a browser for accessing said world wide web.

15. The system of claim 14 wherein each server means is programmed to include a browser for accessing said world wide web.

16. The system of claim 2 wherein said first script and said first data form are integrated to provide instructions to the operator to assist in obtaining data for said first data form as said first data form is being filled in by the operator.

17. The system of claim 2 wherein said server means is programmed to have a data base to retain the caller data of a plurality of telemarketing calls received by each of said call processing centers.

18. The system of claim 3 wherein said server means has first password means to limit access of said process center computer means to obtain upon request only a preselected first script and a first data form therefrom.

19. The system of claim 18 wherein said server means has second password means to limit access of said customer computer means to selected data from said first completed data form.

20. A system for processing in-bound telemarketing calls, said system comprising:

call receiving means for receiving a plurality of in-bound telemarketing calls;

call distribution means connected to said call receiving means for receiving said in-bound telemarketing calls therefrom and for distributing each of said in-bound telemarketing calls in accordance with a distribution protocol;

computer network means for communicating data between and among computer-like devices;

a plurality of call processing centers each connected to said call distribution means to receive an in-bound telemarketing call from said call distribution means, each of said plurality of call processing centers being operable by an operator to answer said in-bound telemarketing call received from said call distribution means for establishing two-way communications with the caller of said in-bound telemarketing call, and each of said plurality of call processing centers having process center computer means connected to said computer network to obtain a first script and a first data form therefrom, said process center computer means being adapted to be operable by said operator to visually present the operator with said first data form and said first script, said process center computer means being adapted for recording by the operator on said first data form desired caller information obtained by the operator from the caller using said first script to form a first completed data form, and said process center computer means being adapted to transmit to said computer network means said first completed data form; and

server means connected to said computer network means, said server means being operable for storing said first data form and said first script and for transmitting said first data form and said first script to a first call processing center upon request from a processing center computer means of a call processing center of said plurality of call processing centers, and said server means being operable for receiving and storing said first completed data form with caller data from said processing center computer means through said computer network means;

a master processor operable to create and modify said first script and to create and modify said first data form, said master processor being connected to said server means for supplying said first script and said first data form thereto;

customer computer means connected to said server means and operable to selectively access data obtained by said server in said first completed data form from at least one of said plurality of call processing centers; and

a call center manager processor connected to said server means to receive said first data form there from and for supplying signals to edit said first form and to supply signals to regulate a plurality of call processing centers.

21. A method for processing in-bound telemarketing calls, method comprising:

providing

call receiving means for receiving a plurality of in-bound telemarketing calls,

call distribution means connected to said call receiving means for receiving said in-bound telemarketing calls therefrom and for distributing each of said in-bound telemarketing calls in accordance with a distribution protocol,

computer network means for communicating data between and among computer-like devices,

a plurality of call processing centers each connected to said call distribution means for receiving an in-bound telemarketing call from said call distribution means, each of said plurality of call processing centers being operable by an operator to answer said in-bound telemarketing call received from said call distribution means for establishing two-way communications with the caller of said in-bound telemarketing call, and each of said plurality of call processing centers having process center computer means connected to said computer network to obtain a first script and a first data form therefrom, said process center computer means being adapted to be operable by said operator to visually present the operator with said first script and said first data form, said process center computer means being adapted for recording by the operator on said first data form desired caller information obtained by the operator from the caller to form a completed first data form, and said process center computer means being adapted to transmit to said computer network means said completed first data form;

server means connected to said computer network means, said server means being operable for storing a plurality of scripts and for selecting one script of said plurality of scripts for transmission as a said first script, and for storing a plurality of first data forms and selecting one data form of said plurality of said data forms for transmission as said first data form;

a master processor operable to create and modify said first script and to create and modify said first data form, said master processor being connected to said server means for supplying said first script and said first data form thereto; and

customer computer means connected to said server means and operable to selectively access data obtained by said server in said first completed data form from at least one of said plurality of call processing centers;

operating said call distribution means to distribute each of said in-bound telemarketing calls to one or more selected call processing centers;

operating each call processing center to receive in-bound telemarketing calls to establish two way communications with the caller;

operating the process center computer means to call up one of a plurality of scripts;

causing said process center computer means to request said first data form and said first script from said server means;

reading said first script and filling in said first data form to create a first completed data form;

causing said process center computer means to send said first completed data form to said server means;

operating said master processor to prepare and edit said first script and said first data form; and

operating said customer processor means to obtain selected data from said server means.

22. The method of claim 21 wherein said computer network means is the world wide web.

23. The method of claim 21 wherein said first script includes a plurality of steps each to secure caller data.

24. The method of claim 21 wherein said first script is a script for fund raising and wherein said first data form is a first contribution data form.

25. The method of claim 21 wherein said first script and said first form are configured for the user to identify one triggering event of several triggering events that stimulated the user to place the telemarketing call.

26. The method of claim 25 wherein said first script is for fund raising for a radio or televison channel that has presented one or more shows to promote donations, and wherein said triggering events are a plurality of shows presented to promote donations.

27. A method for processing in-bound telemarketing calls, method comprising:

providing

call receiving means for receiving a plurality of in-bound telemarketing calls,

call distribution means connected to said call receiving means for receiving said in-bound telemarketing calls therefrom and for distributing each of said in-bound telemarketing calls in accordance with a distribution protocol,

computer network means for communicating data between and among computer-like devices,

a plurality of call processing centers each connected to said call distribution means for receiving an in-bound telemarketing call from said call distribution means, each of said plurality of call processing centers being operable by an operator to answer said in-bound telemarketing call received from said call distribution means for establishing two-way communications with the caller of said in-bound telemarketing call, and each of said plurality of call processing centers having process center computer means connected to said computer network to obtain a first script and a first data form therefrom, said process center computer means being adapted to be operable by said operator to visually present the operator with said first script and said first data form, said process center computer means being adapted for recording by the operator on said first data form desired caller information obtained by the operator from the caller to form a completed first data form, and said process center computer means being adapted to transmit to said computer network means said completed first data form;

server means connected to said computer network means, said server means being operable for storing a plurality of scripts and for selecting one script of said plurality of scripts for transmission as a said first script, and for storing a plurality of first data forms and selecting one data form of said plurality of said data forms for transmission as said first data form, said first script and said first form being configured for the user to identify one triggering event of several triggering events that stimulated the user to place the telemarketing call, said first script being for fund raising for a radio or television channel that has presented one or more shows to promote donations as triggering events, said first script being configured to provide the caller with a promotional gift selection tied to the show presented to promote donations, said first script being configured to prompt the caller to select the first promotional gift correlated to a selected show of said one or more shows, and said first contribution data form being configured to cause the first promotional gift to be identified to the operator upon identification of said selected show;

operating said call distribution means to distribute each of said in-bound telemarketing calls to one or more selected call processing centers;

operating each call processing center to receive in-bound telemarketing calls to establish two way communications with the caller;

operating the process center computer means to call up one of a plurality of scripts;

causing said process center computer means to request said first data form and said first script from said server means;

reading said first script and filling in said first data form to create a first completed data form; and

causing said process center computer means to send said first completed data form to said server means.

28. The method of claim 27 wherein a master processor is provided and connected to said server means and wherein said master processor is operated to supply a plurality of scripts including said first script thereto and for suppling a plurality of data forms including said first data form thereto.

29. The system of claim 28 wherein a customer computer means is provided and connected to said server means, and wherein said customer computer means is operated to extract caller information there from.

30. A method for processing in-bound telemarketing calls to receive pledges for an entity having presented a plurality of fund raising events, said method comprising:

providing

call receiving means for receiving a plurality of in-bound telemarketing calls;

call distribution means connected to said call receiving means for receiving said in-bound telemarketing calls therefrom and for distributing each of said in-bound telemarketing calls in accordance with a distribution protocol;

computer network means for communicating data between and among computer-like devices;

a plurality of call processing centers each connected to said call distribution means for receiving an in-bound telemarketing call from said call distribution means, each of said plurality of call processing centers being operable by an operator for establishing two-way telephone communications with the caller of said in-bound telemarketing call, and each of said plurality of call processing centers having process center computer means connected to said computer network to obtain a first script and a first data form therefrom, said process center computer means being adapted to be operable by said operator to visually present the operator with said first script and said first data form, said process center computer means being adapted for recording by the operator on said first data form desired caller information obtained by the operator from the caller to form a completed first data form, and said process center computer means being adapted to transmit to said computer network means said completed first data form; and

server means connected to said computer network means, said server means being operable for storing a plurality of scripts for each of a plurality of fund raising events and for selecting one script of said plurality of scripts for transmission as a said first script, and for storing a plurality of first data forms for each of said plurality of fund raising events and selecting one data form of said plurality of said data forms for transmission as said first data form;

a master processor operable to create and modify said first script and to create and modify said first data form, said master processor being connected to said server means for supplying said first script and said first data form thereto; and

customer computer means connected to said server means and operable to selectively access data obtained by said server in said first completed data form from at least one of said plurality of call processing centers;

operating said call distribution means to distribute each of said in-bound telemarketing calls to one or more selected call processing centers;

operating each call processing center to receive in-bound telemarketing calls to establish two way communications with the caller;

causing said process center computer means to request said first data form and said first script from said server means;

reading said first script to the caller and at the same time operating said process center computer means to fill in said first data form to create a first completed data form;

causing said process center computer means to send said first completed data form to said server means;

operating said master processor to prepare and edit said first script and said first data form; and

operating said customer processor means to obtain selected data from said server means.

31. A method for processing in-bound telemarketing calls to receive pledges from viewers or listeners following one of a plurality of fund raising programs aired by a television or radio station, said method comprising:

first providing

call receiving means for receiving a plurality of in-bound telemarketing calls;

call distribution means connected to said call receiving means for receiving said in-bound telemarketing calls therefrom and for distributing each of said in-bound telemarketing calls in accordance with a distribution protocol;

computer network means for communicating data between and among computer-like devices;

a plurality of call processing centers each connected to said call distribution means for receiving an in-bound telemarketing call from said call distribution means, each of said plurality of call processing centers being operable by an operator for establishing two-way telephone communications with the caller of said in-bound telemarketing call, and each of said plurality of call processing centers having process center computer means connected to said computer network to obtain a first script and a first data form therefrom, said process center computer means being adapted to be operable by said operator to visually present the operator with said first script and said first data form, said process center computer means being adapted for recording by the operator on said first data form desired caller information obtained by the operator from the caller to form a completed first data form, and said process center computer means being adapted to transmit to said computer network means said completed first data form; and

server means connected to said computer network means, said server means being operable for storing a plurality of scripts for each of a plurality of fund raising events and for selecting one script of said plurality of scripts for transmission as a said first script, and for storing a plurality of first data forms for each of said plurality of fund raising events and selecting one data form of said plurality of said data forms for transmission as said first data form;

a master processor operable to create and modify said first script and to create and modify said first data form, said master processor being connected to said server means for supplying said first script and said first data form thereto; and

customer computer means connected to said server means and operable to selectively access data obtained by said server in said first completed data form from at least one of said plurality of call processing centers;

operating said call distribution means to distribute each of said in-bound telemarketing calls to one or more selected call processing centers;

operating each call processing center to receive in-bound telemarketing calls to establish two way communications with the caller;

causing said process center computer means to request said first data form and said first script from said server means;

reading said first script to the caller and at the same time operating said process center computer means to fill in said first data form to create a first completed data form containing information including the identity of the caller, the identity of the program stimulating the call and the identity of the station that the caller was listening to or viewing; and

causing said process center computer means to send said first completed data form to said server means;

operating said master processor to prepare and edit said first script and said first data form; and

operating said customer processor means to obtain selected data from said server means.

32. The method of claim 31 wherein said process center computer means with said first data form and said first script together is configured to identify an optional gift which can be selected by the caller correlating to the magnitude of the contribution or pledge being made and also a selection of other gifts correlating to contributions or pledges at a magnitude less than the magnitude of the contribution or pledge being made.