System and method for managing customer communications over communication channels

• US 8,989,366 B1
• Filed: 12/12/2012
• Issued: 03/24/2015
• Est. Priority Date: 03/24/2010
• Status: Active Grant

• Current Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Original Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Inventors: Lawhorne, Brian, Moore, Robert
• Primary Examiner(s): Nguyen, Joseph J
• Application Number:
  US13/712,248
• Time in Patent Office: 832 Days
• Field of Search: 379/201.04, 37926501-2661
• US Class Current: 379/265.01
• CPC Class Codes: H04M 2203/2027 Live party detection
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A system and method for managing customer communications over communication channels are disclosed. A method may include (1) at least one of a plurality of computer processors determining a communication channel for contacting a customer; (2) at least one of the plurality of computer processors determining contact information for the customer to be used with the determined communication channel; (3) presenting the contact information to an agent; (4) receiving, at an electronic device, authorization to initiate contact with the customer using the contact information; and (5) at least one of a plurality of computer processors automatically initiating contact with the customer using the communication channel.

Claims

1. A method for managing customer communications over a plurality of communication channels comprising:

at least one of a plurality of computer processors determining a communication channel for contacting a customer;

at least one of the plurality of computer processors determining contact information for the customer to be used with the determined communication channel;

presenting the contact information to an agent;

receiving, at an electronic device, authorization to initiate contact with the customer using the contact information; and

at least one of a plurality of computer processors automatically initiating contact with the customer using the communication channel, wherein the communication channel is determined based on a location of the customer.

2. The method of claim 1, wherein the communication channel comprises at least one of a wired phone line and a cellular phone.

3. The method of claim 2, further comprising:

determining a dialing mode for the wired phone line or the cellular phone, wherein the dialing mode is one of a predictive mode, a preview mode, a preview manual mode, and a manual mode.

4. The method of claim 2, further comprising:

determining a dialing mode for the wired phone line or the cellular phone, wherein the dialing mode is the preview manual mode.

5. The method of claim 2, wherein the step of determining a communication channel for contacting a customer comprises:

determining whether the customer has consented to being contacted on the customer'"'"'s cellular phone; and

determining that the communication channel is other than the customer'"'"'s cellular phone if the customer has not given consent.

6. The method of claim 5, wherein determining whether the customer has consented to being contacted on the customer'"'"'s cellular phone comprises checking a database for customer consent.

7. The method of claim 2, wherein the step of determining a communication channel for contacting a customer comprises:

determining whether the customer has consented to being contacted on the customer'"'"'s cellular phone; and

determining that the communication channel is the customer'"'"'s cellular phone if the customer has given consent.

8. The method of claim 7, wherein determining whether the customer has consented to being contacted on the customer'"'"'s cellular phone comprises checking a database for customer consent.

9. The method of claim 1, wherein the communication channel comprises at least one of an email, a text message, a chat, a facsimile, and a social networking site.

10. The method of claim 1, wherein the communication channel is determined based on campaign strategy.

11. The method of claim 1, further comprising:

using at least one of the plurality of computer processors, determining an alternate communication channel by which to contact the customer; and

initiating contact with the customer on the alternate communication channel.

12. The method of claim 8, wherein the alternate communication channel is determined based on one of a customer feedback, a customer availability and a customer preference.

13. The method of claim 1, wherein the wired phone line comprises one of a landline and a VOIP line.

14. The method of claim 1, wherein the communication channel comprises social media, and the step of automatically initiating contact with the customer using the communication channel comprises posting a communication on a social media website associated with the customer.

15. The method of claim 1, wherein the communication channel comprises electronic chat, and the step of automatically initiating contact with the customer using the communication channel comprises inviting the customer to an electronic chat session.

16. A system for managing customer communications over a plurality of communication channels comprising:

a database comprising contact data for a plurality of customers, the database including at least one of a customer wired phone number, a customer cellular telephone number, a customer email address, and a customer text message address;

a computer processor executing a communication manager, the communication manager determining a communication channel for contacting a customer selected from the group consisting of a wired phone, a cellular phone, an email, and a text message;

wherein the communication manager retrieves, from the database, the contact data for the customer to be used with the determined communication channel;

wherein the communication manager presents the contact data to an agent and receives authorization to contact the customer; and

wherein the communication manager automatically initiates contact with the customer using the selected communication channel after receiving the authorization, wherein the communication channel is determined based on a location of the customer.

17. The system of claim 16, wherein the communication manager further determines a dialing mode for a wired phone communication channel and a cellular phone communication channel.

18. The system of claim 17, wherein the dialing mode is one of a predictive mode, a preview mode, a preview manual mode, and a manual mode.

19. The system of claim 17, wherein the dialing mode is preview manual mode.

20. The system of claim 19, wherein the database further comprises customer consent data;

and

wherein the communication manager further determines the communication channel for contacting a customer based on the customer consent data.

21. The system of claim 20, wherein the determined communication channel is other than the customer'"'"'s cellular phone if the customer consent data does not indicate that the customer has given consent to be contacted on the customer'"'"'s cellular phone.

22. The system of claim 20, wherein the determined communication channel is the customer'"'"'s cellular phone if the customer consent data indicates that the customer has given consent to be contacted on the customer'"'"'s cellular phone.

23. The system of claim 17, wherein the dialing mode is determined based on at least one of a campaign strategy, an account attribute, a phone number attribute, a previous call outcome, a customer preference, a customer availability, and a customer contact consent.

24. The system of claim 16, wherein communication manager further determines an alternate communication channel by which to contact the customer.

25. The system of claim 16, wherein the wired phone comprises one of a landline and a VOIP.