Method and system for activity responsive telemarketing
First Claim
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1. A method of alerting a telemarketing agent of a promotion opportunity in response to activity of a potential customer browsing a public server, comprising steps of:
- monitoring the public server using software, which is active on the public server, to determine if past or present browsing activity of the potential customer satisfies a predefined criteria, and examining information associated with the potential customer; and
sending a message to the telemarketing agent, the message being generated by the software active on the public server, to advise the telemarketing agent of the promotion opportunity without any action by the potential customer to initiate communication with the telemarketing agent if the browsing activity of the potential customer or the information satisfies the predefined criteria, the message including means for identifying the potential customer to permit the telemarketing agent to dispatch an assistance invitation that is displayed to the potential customer to invite the potential customer to request communication with the telemarketing agent.
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Abstract
A method of alerting a telemarketing agent of a promotion opportunity in response to activity of a potential customer browsing a public server and an apparatus for monitoring the customer activity and alerting the telemarketing agent includes a telemarketing analysis server, computer telephony hardware and a server for controlling the computer telephony hardware. The apparatus further includes software on the public server for collecting data relating to the activity of potential customers browsing the public server.
108 Citations
38 Claims
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1. A method of alerting a telemarketing agent of a promotion opportunity in response to activity of a potential customer browsing a public server, comprising steps of:
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monitoring the public server using software, which is active on the public server, to determine if past or present browsing activity of the potential customer satisfies a predefined criteria, and examining information associated with the potential customer; and
sending a message to the telemarketing agent, the message being generated by the software active on the public server, to advise the telemarketing agent of the promotion opportunity without any action by the potential customer to initiate communication with the telemarketing agent if the browsing activity of the potential customer or the information satisfies the predefined criteria, the message including means for identifying the potential customer to permit the telemarketing agent to dispatch an assistance invitation that is displayed to the potential customer to invite the potential customer to request communication with the telemarketing agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 30, 31, 36)
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18. A system for alerting a telemarketing agent of a promotion opportunity in response to activity of a potential customer browsing a public server, comprising:
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means for monitoring the activities of potential customers visiting at least one public server to access information;
means for sending a message to the telemarketing agent, the message being generated by software active on the public server, to advise the telemarketing agent of the promotion opportunity, without any action by the potential customer to initiate communication with the telemarketing agent, if the browsing activities of the potential customer or information collected about the potential customer satisfies a predefined criteria, the message including means for identifying the potential customer to permit the telemarketing agent to dispatch an assistance invitation that is displayed to the potential customer to invite the potential customer to request communication with the telemarketing agent;
means for permitting the telemarketing agent to dispatch the assistance invitation to the potential customer, the assistance invitation displaying a menu of options for permitting the potential customer to indicate a preference respecting communications with the telemarketing agent; and
means for forwarding a message containing the preference selected by the potential customer from the menu of options to the telemarketing agent when the preference selected indicates that communications with the telemarketing agent are desired. - View Dependent Claims (19, 20, 21, 22, 32, 33, 37)
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23. A method of alerting a telemarketing agent of a promotion opportunity in response to a potential customer browsing a public server comprising:
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monitoring the public server to determine if past or present activity of the potential customer satisfies a predefined criteria;
sending a message to the telemarketing agent, the message being generated by software active on the public server to advise the telemarketing agent of the promotion opportunity without any action by the potential customer to initiate communication with the telemarketing agent if the browsing activities of the potential customer or information collected about the potential customer satisfies a predefined criteria, the message including means for identifying the potential customer to permit the telemarketing agent to dispatch an assistance invitation that is displayed to the potential customer to invite the potential customer to request communication with the telemarketing agent;
alerting the telemarketing agent to dispatch the assistance invitation to the potential customer on receipt of the message, to permit the potential customer to select a preference from the menu of options respecting communications with the telemarketing agent; and
advising the telemarketing agent when the potential customer selects an option indicating a preference to communicate with the telemarketing agent. - View Dependent Claims (24, 25, 26, 27, 28, 29, 34, 35, 38)
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Specification