System for customer contact information management and methods for using same

• US 6,829,348 B1
• Filed: 04/26/2000
• Issued: 12/07/2004
• 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): Bui, Bing Q.
• Application Number:
  US09/559,837
• Time in Patent Office: 1,686 Days
• Field of Search: 379/265.02, 379/265.03, 379/265.04, 379/265.06, 379/265.09, 379/88.17, 379/900, 713/182, 370/352, 370/353, 370/354, 370/355, 370/356
• US Class Current: 379/265.09
• 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

Abstract

The present invention is directed toward 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. In one example, the present invention provides an efficient way in which clients can obtain information from the various customer contact channels and use this information to, for example, increase sales and enhance business productivity. In another example, the present invention provides a useful mechanism by which clients can monitor customers'"'"' 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. The present invention also provides an improved system capable of retrieving 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 system for handling calls to a call center 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;

placing an agent terminal and an agent telephone in an operating mode which is a not ready to receive a new call mode or a ready to receive a new call mode, the not ready to receive a new call mode comprising at least two of;

contact presently ongoing mode,

standby during data entry mode, and

away from the agent telephone mode;

routing a new call to the agent terminal and the agent telephone only when the agent terminal and the agent telephone are in the ready to receive a new call mode; and

displaying information regarding the new call on the agent terminal.

2. A computer program product comprising a computer useable medium having computer program logic recorded thereon for enabling a processor in a computer system to manage a plurality of calls to a call center, said computer program logic comprising:

placing means for enabling the processor to place an agent terminal and an agent telephone in an operating mode which is a not ready to receive a new call mode or a ready to receive a new call mode, the not ready to receive a new call mode comprising at least two of;

contact presently ongoing mode,

standby during data entry mode, and

away from the agent telephone mode;

routing means for enabling the processor to route a new call to the agent terminal and the agent telephone only when the agent terminal and the agent telephone are in the ready to receive a new call mode; and

displaying means for enabling the processor to display information regarding the new call on the agent terminal.

3. A method for reporting contact information obtained from at least two types of customer contact channels, the method comprising:

collecting customer contact information received through at least two of the Internet, telephone, e-mail, or hard copy correspondence to produce collected contact information;

automatically storing the collected contact information;

enabling a client system to query the collected contact information; and

generating a report based on the collected contact information.

4. A method according to claim 3, wherein in said enabling step, the client system is enabled to query the collected contact information via a public computer network.

5. A method according to claim 3, wherein in said generating step, the report is automatically generated based on a predetermined set of parameters.

6. A method according to claim 3, further comprising:

enabling the client system to set a parameter of the report.

7. A method according to claim 3, further comprising:

enabling the client system to select a delivery method of the report.

8. A system for reporting contact information obtained from at least two types of customer contact channels 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;

collecting customer contact information received through at least two of the Internet, telephone, e-mail, or hard copy correspondence to produce collected contact information;

automatically storing the collected contact information;

enabling a client system to query the collected contact information; and

generating a report based on the collected contact information.

9. A computer program product comprising a computer useable medium having computer program logic recorded thereon for reporting contact information obtained from at least two types of customer contact channels, said computer program logic comprising:

collecting means for enabling a processor to collect customer contact information received through at least two of the Internet, telephone, e-mail, or hard copy correspondence to produce collected contact information;

automatically storing means for enabling the processor to automatically store the collected contact information;

enabling means for enabling the processor to enable a client system to query the collected contact information; and

generating means for enabling the processor to generate a report based on the collected contact information.

10. A method for reporting customer contact information from a plurality of customer contact channels, the method comprising:

accumulating customer contact information received from a plurality of customer contact channels, said contact channels comprising the Internet, telephone, e-mail, or hard copy correspondence;

arranging the customer contact information into a predetermined format to produce formatted customer contact information;

storing the formatted customer contact information in a first memory storage area; and

extracting the formatted customer contact information from the first memory storage area to produce extracted customer contact information.

11. A method according to claim 10, further comprising:

generating a report based on the formatted customer contact information in the first memory storage area.

12. A method according to claim 11, wherein in said generating step, the report is generated automatically based on a set of predetermined factors.

13. A method according to claim 10, further comprising:

transferring the extracted customer contact information from the first memory storage area to a second memory storage area.

14. A method according to claim 13, further comprising:

generating a report based on the extracted customer contact information in the second memory storage area.

15. A method according to claim 14, wherein in said generating step, the report is generated automatically based on a set of predetermined factors.

16. A method according to claim 13, further comprising:

enabling a client system to generate a customized report based on a set of parameters chosen by the client system, wherein the client system is in data communication with the second memory storage area.

17. A system for reporting customer contact information from a plurality of customer contact channels comprising:

a memory device having embodied therein information relating to customer contact information; and

a processor in communication with said memory device, said processor configured for;

accumulating customer contact information received from a plurality of customer contact channels, said contact channels comprising the Internet, telephone, e-mail, or hard copy correspondence to produce accumulated customer contact information;

arranging the accumulated customer contact information into a predetermined format to produce formatted customer contact information;

storing the formatted customer contact information in a first memory storage area; and

extracting the formatted customer contact information from the first memory storage area to produce extracted customer contact information.

18. A computer program product comprising a computer useable medium having computer program logic recorded thereon for reporting customer contact information from a plurality of customer contact channels, said computer program logic comprising:

accumulating means for enabling the processor to accumulate customer contact information received through a plurality of customer contact channel, said contact channels comprising the Internet, telephone, e-mail, or hard copy correspondence to produce accumulated customer contact information;

arranging means for enabling the processor to arrange the accumulated customer contact information in a predetermined format to produce formatted customer contact information;

transferring means for enabling the processor to transfer the formatted customer contact information to a first memory storage area; and

extracting means for enabling the processor to extract the customer contact information from the first memory storage area to produce extracted customer contact formation.