System and method for integrating, managing and coordinating customer activities
First Claim
1. For an activity server, a computer implemented method of centrally managing data that relates to interactions of entities with an enterprise and that is stored in a plurality of distributed data storages, the method comprising:
- receiving, from an application, a request for data related to an entity, said request comprising a first set of referential data that identifies the entity;
using the first set of referential data to gather a second set of referential data for the entity in a first data storage that stores referential data that uniquely identifies each entity;
using the second set of referential data to gather, from at least one second data storage, interaction data relating to interactions between the entity and the enterprise;
for the entity, creating a composite object that encapsulates the gathered referential and interaction data;
delivering the composite object in real time to the application, said composite object for allowing the application to modify at least a portion of the gathered data in response to the entity'"'"'s interaction with the application and for synchronizing the modifications to the gathered data with the first and second data storages;
determining, before gathering said referential and interaction data, whether a particular composite object for the entity exists in a cache memory of the activity server; and
when the particular composite object exists in the cache memory, delivering the particular composite object to the application without gathering the referential and interaction data relating to the entity or creating the composite object.
11 Assignments
0 Petitions
Accused Products
Abstract
A system, method and computer program product for integrating, managing and coordinating activities of customers in an enterprise, across a plurality of applications, resources and touch-points. Customer data is obtained during interactions between a customer and an application, a resource or a touch-point. This data is stored in the form of virtual composite objects in cache memory, on a cluster of servers. The virtual composite objects contain customer data, policies and behaviors of the enterprise. The applications query for the virtual composite objects through the server. The server hosting the queried virtual composite object delivers the queried virtual composite object in real time to the querying application. Any updates to the virtual composite object on account of events at the applications, resources or touch-points, is carried out in real time.
79 Citations
18 Claims
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1. For an activity server, a computer implemented method of centrally managing data that relates to interactions of entities with an enterprise and that is stored in a plurality of distributed data storages, the method comprising:
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receiving, from an application, a request for data related to an entity, said request comprising a first set of referential data that identifies the entity; using the first set of referential data to gather a second set of referential data for the entity in a first data storage that stores referential data that uniquely identifies each entity; using the second set of referential data to gather, from at least one second data storage, interaction data relating to interactions between the entity and the enterprise; for the entity, creating a composite object that encapsulates the gathered referential and interaction data; delivering the composite object in real time to the application, said composite object for allowing the application to modify at least a portion of the gathered data in response to the entity'"'"'s interaction with the application and for synchronizing the modifications to the gathered data with the first and second data storages; determining, before gathering said referential and interaction data, whether a particular composite object for the entity exists in a cache memory of the activity server; and when the particular composite object exists in the cache memory, delivering the particular composite object to the application without gathering the referential and interaction data relating to the entity or creating the composite object. - View Dependent Claims (2)
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3. For an activity server, a computer implemented method of centrally managing data that relates to interactions of entities with an enterprise and that is stored in a plurality of distributed data storages, the method comprising:
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receiving, from an application, a request for data related to an entity, said request comprising a first set of referential data that identifies the entity; using the first set of referential data to gather a second set of referential data for the entity in a first data storage that stores referential data that uniquely identifies each entity; using the second set of referential data to gather, from at least one second data storage, interaction data relating to interactions between the entity and the enterprise; for the entity, creating a composite object that encapsulates the gathered referential and interaction data; delivering the composite object in real time to the application, said composite object for allowing the application to modify at least a portion of the gathered data in response to the entity'"'"'s interaction with the application and for synchronizing the modifications to the gathered data with the first and second data storages; storing the composite object in a cache memory of the activity server; and updating the composite object stored in the cache memory in response to the entity'"'"'s interaction with the application. - View Dependent Claims (4, 5)
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6. For an activity server, a computer implemented method of centrally managing data that relates to interactions of entities with an enterprise and that is stored in a plurality of distributed data storages, the method comprising:
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receiving, from an application, a request for data related to an entity, said request comprising a first set of referential data that identifies the entity; using the first set of referential data to gather a second set of referential data for the entity in a first data storage that stores referential data that uniquely identifies each entity; using the second set of referential data to gather, from at least one second data storage, interaction data relating to interactions between the entity and the enterprise; for the entity, creating a composite object that encapsulates the gathered referential and interaction data, and policies for updating the composite object; delivering the composite object in real time to the application, said composite object for allowing the application to modify at least a portion of the gathered data in response to the entity'"'"'s interaction with the application and for synchronizing the modifications to the gathered data with the first and second data storages; and communicating the modifications to the gathered data to the second data storage in response to the entity'"'"'s interaction with the application. - View Dependent Claims (7)
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8. A non-transitory computer readable medium storing a computer program that when executed by at least one processor centrally manages data that relates to interactions of entities with an enterprise and that is stored in a plurality of distributed data storages at different physical locations in the enterprise, the computer program comprising:
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a set of instructions for receiving, from an application, a request for data related to an entity, said request comprising a first set of referential data that identifies the entity; a set of instructions for using the first set of referential data to gather a second set of referential data for the entity in a first data storage that stores referential data that uniquely identifies each entity; a set of instructions for using the second set of referential data to gather, from at least one second data storage, interaction data relating to interactions between the entity and the enterprise; a set of instructions for creating a composite object for the entity that encapsulates the gathered referential and interaction data; a set of instructions for delivering the composite object in real time to the application, said composite object for allowing the application to modify at least a portion of the gathered data in response to the entity'"'"'s interaction with the application and for synchronizing the modifications to the gathered data with the first and second data storages; a set of instructions for storing the composite object in a cache memory of the activity server; and a set of instructions for updating the composite object stored in the cache memory in response to the entity'"'"'s interaction with the application. - View Dependent Claims (9)
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10. A non-transitory computer readable medium storing a computer program that when executed by at least one processor centrally manages data that relates to interactions of entities with an enterprise and that is stored in a plurality of distributed data storages at different physical locations in the enterprise, the computer program comprising:
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a set of instructions for receiving, from an application, a request for data related to an entity, said request comprising a first set of referential data that identifies the entity; a set of instructions for using the first set of referential data to gather a second set of referential data for the entity in a first data storage that stores referential data that uniquely identifies each entity; a set of instructions for using the second set of referential data to gather, from at least one second data storage, interaction data relating to interactions between the entity and the enterprise; a set of instructions for creating a composite object for the entity that encapsulates the gathered referential and interaction data and a set of policies to update data relating to the entity stored in the second data storage; a set of instructions for delivering the composite object in real time to the application, said composite object for allowing the application to modify at least a portion of the gathered data in response to the entity'"'"'s interaction with the application and for synchronizing the modifications to the gathered data with the first and second data storages; and a set of instructions for updating the data relating to the entity in the second data storage according to the set of policies based on the entity'"'"'s interaction with the application. - View Dependent Claims (11, 12, 13, 14, 15, 16)
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17. A non-transitory computer readable medium storing a computer program that when executed by at least one processor centrally manages data that relates to interactions of entities with an enterprise and that is stored in a plurality of distributed data storages at different physical locations in the enterprise, the computer program comprising:
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a set of instructions for receiving, from an application, a request for data related to an entity, said request comprising a first set of referential data that identifies the entity; a set of instructions for using the first set of referential data to gather a second set of referential data for the entity in a first data storage that stores referential data that uniquely identifies each entity; a set of instructions for using the second set of referential data to gather, from at least one second data storage, interaction data relating to interactions between the entity and the enterprise; a set of instructions for creating a composite object for the entity that encapsulates the gathered referential and interaction data; and a set of instructions for delivering the composite object in real time to the application, said composite object for allowing the application to modify at least a portion of the gathered data in response to the entity'"'"'s interaction with the application and for synchronizing the modifications to the gathered data with the first and second data storages; a set of instructions for determining, before gathering said referential and interaction data, whether a particular composite object for the entity exists in a cache memory; and a set of instructions for delivering the particular composite object to the application without gathering the referential and interaction data relating to the entity or creating the composite object when the particular composite object exists in the cache memory. - View Dependent Claims (18)
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Specification