System and method for utilizing customer data in a communication system

• US 9,443,244 B2
• Filed: 03/16/2009
• Issued: 09/13/2016
• Est. Priority Date: 03/16/2009
• Status: Active Grant

• Current Assignee: Sangoma US, Inc. (Sangoma Technologies Corporation)
• Original Assignee: Fonality Incorporated (Sangoma Technologies Corporation)
• Inventors: Lyman, Christopher M.
• Primary Examiner(s): Laekemariam, Yosef K
• Application Number:
  US12/405,204
• Publication Number:
  US 20100232585A1
• Time in Patent Office: 2,738 Days
• Field of Search: 37911201-1121, 379/219, 379/114.29, 379/121.04, 379/142.06, 379/221.05
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

Systems and methods for utilizing customer data in a communication system are provided. In exemplary embodiments, customer records at a customer data warehousing system are accessed. Customer data from the customer records are extracted and associated with a customer identifier. The customer data is then stored to an indexed database, the extracted customer data being indexed according to the identifier. When an incoming communication is received, the communication system will determine a communication identifier of the incoming communication. A lookup and matching process is then performed using the communication identifier in the indexed customer information database. If a matching customer identifier is found, associated customer data may be retrieved and used to provide enhanced communication system services including communication routing and customer data alerts.

Claims

1. A computer implemented method for providing customer data in a communication system, the method comprising:

receiving a call from a customer on a phone line linked to a general phone number;

accessing customer records of a customer information warehousing system;

identifying customer records that are new and customer records that have not been previously processed;

extracting customer data from the customer records;

associating a customer identifier with the extracted customer data;

storing the extracted customer data to an indexed database of a storage device for use by the communication system, the extracted customer data indexed according to the customer identifier;

accessing particular extracted customer data on the indexed database based on a match between a communication identifier of an incoming communication and the customer identifier;

identifying an opportunity or subject matter for the customer associated with the extracted customer data;

routing the incoming communication to an account owner, without placing the customer into a general call queue, based upon the identified opportunity or subject matter, the account owner comprising one or more agents that have a pre-existing relationship with the customer, the incoming communication being routed at least in part based on heuristic analysis of a particular information; and

determining a most recently created subject matter associated with the customer identifier and the communication identifier.

2. The method of claim 1 wherein the indexed database is located at the communication system.

3. The method of claim 1 wherein the customer identifier is a phone number.

4. The method of claim 1 further comprising determining a call level for routing the incoming communication.

5. The method of claim 1 further comprising determining a particular agent for routing the incoming communication.

6. The method of claim 1 further comprising determining a particular group for routing the incoming communication.

7. The method of claim 1 further comprising determining a most recently updated subject matter associated with the customer identifier and the communication identifier.

8. The method of claim 1 further comprising using the particular extracted customer data to generate a display comprising the particular extracted customer data prior to establishing a connection with the incoming communication.

9. The method of claim 1 wherein the communication system comprises a phone system.

17. The method of claim 1 wherein the step of accessing customer records of the customer information warehousing system occurs periodically.

18. The method of claim 1 wherein the step of accessing customer records of the customer information warehousing system occurs upon receiving the incoming communication.

10. A system implemented on a computing device for providing customer data in a communication system, comprising:

a phone line linked to a general phone number;

a customer information module configured to access customer records of a customer information warehousing system and identify customer records that are new and customer records that have not been previously processed;

a format module configured to extract customer data from the customer records and associate a customer identifier with the extracted customer data;

a delivery module configured to store the extracted customer data to an indexed database of a storage device for use by the communication system, the extracted customer data indexed according to the customer identifier;

a lookup module configured to identify an opportunity or subject matter for the customer associated with the extracted customer data and to determine a most recently created subject matter associated with the customer identifier and a communication identifier; and

a routing module configured to route the incoming communication to an account owner, without placing the customer into a general call queue, based upon the identified opportunity or subject matter, the account owner comprising one or more agents that have a pre-existing relationship with the customer, the incoming communication being routed at least in part based on heuristic analysis of a particular information.

11. The system of claim 10 wherein the indexed database is located at the communication system.

12. The system of claim 10 wherein the customer identifier is a phone number.

13. The system of claim 10 further comprising a lookup module configured to access particular extracted customer data on the indexed database based on a match between a communication identifier of an incoming communication and the customer identifier.

14. The system of claim 13 further comprising an alerts module configured to using the particular extracted customer data to generate a display comprising the particular extracted customer data prior to establishing a connection with the incoming communication.

15. The system of claim 10 wherein the communication system comprises a phone system.

16. A non-transitory computer readable storage medium having embodied thereon a program, the program being executable by a processor to provide a method for providing customer data in a communication system, the method comprising:

receiving a call from a customer on a phone line linked to a general phone number;

accessing a customer records of a customer information warehousing system;

identifying customer records that are new and customer records that have not been previously processed;

extracting customer data from the customer records;

associating a customer identifier with the extracted customer data;

storing the extracted customer data to an indexed database of a storage device for use by the communication system, the extracted customer data indexed according to the customer identifier;

accessing particular extracted customer data on the indexed database based on a match between a communication identifier of an incoming communication and the customer identifier;

identifying an opportunity or subject matter for the customer associated with the extracted customer data;

routing the incoming communication to an account owner, without placing the customer into a general call queue, based upon the identified opportunity or subject matter, the account owner comprising one or more agents that have a pre-existing relationship with the customer, the incoming communication being routed at least in part based on heuristic analysis of a particular information; and

determining a most recently created subject matter associated with the customer identifier and the communication identifier.