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System and method for integrated customer management

  • US 8,296,160 B1
  • Filed: 12/28/2006
  • Issued: 10/23/2012
  • Est. Priority Date: 12/30/1999
  • Status: Active Grant
First Claim
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1. A method for operating a call processing system, comprising:

  • receiving an incoming call from a consumer;

    using a computer processor, receiving, from a database, historical financial data for the consumer;

    using the computer processor, assigning a priority value to the incoming call based on the historical financial data of the consumer and at least one of a marketing opportunity and an upselling opportunity associated with the consumer; and

    using the computer processor, determining whether to route the incoming call to a live agent or to an automated call processing system for handling based on the priority value.

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