Focused retrieval of selected data in a call center environment

• US 7,724,890 B1
• Filed: 09/07/2005
• Issued: 05/25/2010
• Est. Priority Date: 09/07/2005
• Status: Active Grant

• Current Assignee: SAP SE
• Original Assignee: SAP AG (SAP SE)
• Inventors: Berendt, Hardy, Conrad, Peter
• Primary Examiner(s): Anwah; Olisa
• Application Number:
  US11/220,449
• Time in Patent Office: 1,721 Days
• Field of Search: 379/265.01, 379/265.09, 379/266.1, 379/267, 379/142.01, 379/142.04, 379/142.06
• US Class Current: 379/266.1
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 40/12 Accounting
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A method, program product and system for retrieving customer data in a call center environment, includes completing a connection between a customer and a call agent. It also includes searching a database for a customer account or a business agreement based on information provided by the customer to the call agent. It further includes searching the database optionally for a premises that is either dependent of the customer account or business agreement or that is independent of the customer account or business agreement. It still further includes determining a contract corresponding to the premises and the customer account or business agreement. It also includes a search process that is completely flexible regarding search criteria and sequence. It finally includes dealing with the customer to resolve an issue related to the contract.

Claims

1. A method of modifying customer data in a call center environment, said method comprising:

completing a connection between a customer and a call agent;

identifying a customer account or business agreement;

searching a database for one or more matches pertaining to the identified customer account or business agreement;

displaying the one or more matches obtained from the database as a hit list;

receiving user input of a selection of at least one of the matches from the hit list and displaying additional information about the selected at least one match;

assigning at least one of the matches from the hit list to the identified customer account or business agreement; and

modifying the additional information for the at least one match based on information provided to the call agent by the customer;

creating an interaction record as a background process, the interaction record corresponding to the assigning of the at least one of the matches from the hit list to the identified customer account or business agreement; and

storing the identified account or business agreement, along with the assigned at least one of the matches, onto an activity clip board, wherein the activity clip board includes objects that played a relevant role during the interaction between the customer and the call agent, and wherein the objects included in the activity clip board are linked to the interaction record.

2. A method of modifying customer data in a call center environment according to claim 1, wherein the one or more matches correspond to premises information.

3. A method of modifying customer data in a call center environment according to claim 1, wherein the displaying of the one or more matches comprises displaying one or more premises associated with the customer account or business agreement.

4. A method of modifying customer data in a call center environment according to claim 1, wherein the assigning of at least one of the matches from the hit list to the identified customer account or business agreement occurs after the call agent confirms a particular selection of at least one of the matches from the hit list.

5. A method of modifying customer data in a call center environment according to claim 1, wherein the activity clip board is automatically created.

6. A method of modifying customer data in a call center environment according to claim 1, wherein the additional information comprises at least one of address information, telephone information, email information, and name information.

7. A device comprising:

a communication interface configured to complete a connection between a customer and a call agent;

a processor; and

a computer-readable storage medium including computer-readable instructions stored thereon that, upon execution by the processor, cause the device to;

identify a customer account or business agreement;

search a database for one or more matches pertaining to the identified customer account or business agreement;

display the one or more matches obtained from the database as a hit list;

receive user input of a selection of at least one of the matches from the hit list and displaying additional information about the selected at least one match;

assign at least one of the matches from the hit list to the identified customer account or business agreement;

modify the additional information for the at least one match based on information provided to the call agent by the customer;

create an interaction record as a background process, the interaction record corresponding to the assigning of the at least one of the matches from the hit list to the identified customer account or business agreement; and

store the identified account or business agreement, along with the assigned at least one of the matches, onto an activity clip board, wherein the activity clip hoard includes objects that played a relevant role during the interaction between the customer and the call agent, and wherein the objects included in the activity clip hoard are linked to the interaction record.

8. A device according to claim 7, wherein the one or more matches correspond to premises information.

9. A device according to claim 7, wherein the displaying of the one or more matches comprises displaying one or more premises associated with the customer account or business agreement.

10. A device according to claim 7, wherein the assigning of at least one of the matches from the hit list to the identified customer account or business agreement occurs after the call agent confirms a particular selection of at least one of the matches from the hit list.

11. A device according to claim 7, wherein the activity clip board is automatically created.

12. A device according to claim 7, wherein the additional information comprises at least one of address information, telephone information, email information, and name information.

13. An article of manufacture including a computer-readable medium having instructions stored thereon that, if executed by a computing device, cause the computing device to perform operations comprising:

identifying a customer account or business agreement;

searching a database for one or more matches pertaining to the identified customer account or business agreement;

displaying the one or more matches obtained from the database as a hit list;

receiving user input of a selection of at least one of the matches from the hit list and displaying additional information about the selected at least one match;

assigning at least one of the matches from the hit list to the identified customer account or business agreement;

modifying the additional information for the at least one match based on information provided to the call agent by the customer;

creating an interaction record as a background process, the interaction record corresponding to the assigning of the at least one of the matches from the hit list to the identified customer account or business agreement; and

storing the identified account or business agreement, along with the assigned at least one of the matches, onto an activity clip board, wherein the activity clip board includes objects that played a relevant role during the interaction between the customer and the call agent, and wherein the objects included in the activity clip board are linked to the interaction record.

14. An article of manufacture according to claim 13, wherein the one or more matches correspond to premises information.

15. An article of manufacture according to claim 13, wherein the displaying of the one or more matches comprises displaying one or more premises associated with the customer account or business agreement.

16. An article of manufacture according to claim 13, wherein the assigning of at least one of the matches from the hit list to the identified customer account or business agreement occurs after the call agent confirms a particular selection of at least one of the matches from the hit list.

17. An article of manufacture according to claim 13, wherein the activity clip board is automatically created.

18. An article of manufacture according to claim 13, wherein the additional information comprises at least one of address information, telephone information, email information, and name information.

19. A system comprising:

a database; and

a device comprising;

a communication interface configured to complete a connection between a customer and a call agent;

a processor; and

a computer-readable storage medium including computer-readable instructions stored thereon that, upon execution by the processor, cause the device to;

identify a customer account or business agreement;

search the database for one or more matches pertaining to the identified customer account or business agreement;

display the one or more matches obtained from the database as a hit list;

receive user input of a selection of at least one of the matches from the hit list and displaying additional information about the selected at least one match;

assign at least one of the matches from the hit list to the identified customer account or business agreement;

modify the additional information for the at least one match based on information provided to the call agent by the customer;

create an interaction record as a background process, the interaction record corresponding to the assigning of the at least one of the matches from the hit list to the identified customer account or business agreement; and

store the identified account or business agreement, along with the assigned at least one of the matches, onto an activity clip board, wherein the activity clip board includes objects that played a relevant role during the interaction between the customer and the call agent, and wherein the objects included in the activity clip board are linked to the interaction record.

20. A system according to claim 19, wherein the one or more matches correspond to premises information.

21. A system according to claim 19, wherein the displaying of the one or more matches comprises displaying one or more premises associated with the customer account or business agreement.

22. A system according to claim 19, wherein the assigning of at least one of the matches from the hit list to the identified customer account or business agreement occurs after the call agent confirms a particular selection of at least one of the matches from the hit list.

23. A system according to claim 19, wherein the activity clip board is automatically created.

24. A system according to claim 19, wherein the additional information comprises at least one of address information, telephone information, email information, and name information.