System and method for utilizing customer data in a communication system

• US 9,955,004 B2
• Filed: 06/01/2016
• Issued: 04/24/2018
• Est. Priority Date: 03/16/2009
• Status: Active Grant

• Current Assignee: Sangoma US, Inc. (Sangoma Technologies Corporation)
• Original Assignee: Fonality Incorporated (NetFortris, Inc.)
• Inventors: Lyman, Christopher M.
• Primary Examiner(s): Laekemariam, Yosef K.
• Application Number:
  US15/170,903
• Publication Number:
  US 20160277567A1
• Time in Patent Office: 692 Days
• Field of Search: 37911201, 379219, 37911429, 37912104, 37914206, 37914215
• 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, comprising:

receiving an incoming communication from a customer associated with a first identifier on a phone line linked to a general phone number;

accessing customer data associated with the first identifier from a customer information warehousing system;

transferring at least a portion of the customer data from the customer information warehouse system to a local memory; and

routing the incoming communication to an account owner associated with the first identifier without placing the customer into a general call queue, based on the portion of the customer data stored in the local memory, the account owner comprising one or more agents that have a pre-existing relationship with the customer.

2. The method of claim 1, wherein the communication system comprises an indexed database that stores extracted customer data obtained from the call.

3. The method of claim 2, wherein the extracted customer data is associated with a customer identifier, the customer identifier comprising a phone number.

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

5. The method of claim 1, further comprising determining a particular group for routing the call.

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

7. The method of claim 1, further comprising using the extracted customer data to generate a display comprising the extracted customer data for the account owner prior to establishing a connection with the call between the account owner and the customer.

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

9. The method of claim 1, wherein the step of accessing customer records of the customer information warehousing system occurs upon receiving the call.

10. A system, comprising:

a phone line linked to a general phone number;

a database, the database storing a customer record associated with a first identifier;

a microprocessor coupled to the database;

a memory coupled to the microprocessor, wherein the memory contains an executable code to be processed by the microprocessor, wherein the executable code causes the microprocessor to;

extract customer data from the customer record;

transfer the customer data from the database to the memory; and

route an incoming communication to an account owner associated with the first identifier, without placing the customer into a general call queue, based on the customer data stored in the memory the account, owner comprising one or more agents that have a pre-existing relationship with the customer.

11. The system of claim 10, wherein the communication system comprises an indexed database that stores extracted customer data obtained from the call.

12. The system of claim 11, wherein the extracted customer data is associated with a customer identifier, the customer identifier comprising a phone number.

13. The system of claim 12, 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 use 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 14, wherein the communication system comprises a phone system.

16. A method for providing customer data in a communication system, the method comprising:

receiving a call from a customer associated with a first identifier on a phone line linked to a general phone number;

transferring stored customer data associated with the first identifier from a database to a local memory; and

routing the incoming communication to an account owner associated with the first identifier, without placing the customer into a general call queue using extracted customer data determined from the call and the stored customer data, the account owner comprising one or more agents that have a pre-existing relationship with the customer.

17. The method of claim 16, further comprising associating the customer identifier with the extracted customer data.

18. The method of claim 16, further comprising 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.

19. The method of claim 18, further comprising:

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

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

wherein the routing is further based on the opportunity or subject matter for the customer.