Securely and efficiently processing telephone orders

• US 9,984,399 B2
• Filed: 05/04/2015
• Issued: 05/29/2018
• Est. Priority Date: 08/15/2013
• Status: Active Grant

• Current Assignee: Teleperformance SE
• Original Assignee: Teleperformance SE
• Inventors: Truitt, Alan
• Primary Examiner(s): Airapetian, Mila
• Application Number:
  US14/703,656
• Publication Number:
  US 20150235288A1
• Time in Patent Office: 1,121 Days
• Field of Search: 705 261
• CPC Class Codes: G06Q 20/102 Bill distribution or payments
• CPC Class Codes: G06Q 20/12 specially adapted for electronic shopping systems
• CPC Class Codes: G06Q 20/14 specially adapted for billing systems
• CPC Class Codes: G06Q 20/16 Payments settled via telecommunication systems
• CPC Class Codes: G06Q 20/305 using wired telephone networks
• CPC Class Codes: G06Q 30/04 Billing or invoicing
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: G06Q 30/0635 Processing of requisition or of purchase orders

Abstract

An apparatus includes a registration module that creates and stores a customer billing profile of a customer with billing information, contact information and/or shipping information of the customer. A phone connection module establishes a telephonic connection between the customer and an automated attendant of a merchant. An identifier module sends an identifier to the automated attendant after establishing the telephonic connection. The identifier links the customer to a customer billing profile. A sales identifier module identifies to the automated attendant a product and/or a service offered by the merchant as part of a sales order. A billing profile module provides the automated attendant electronic access to the customer billing profile. The automated attendant processes the sales order using the customer billing profile and billing information of the customer billing profile is unavailable to the automated attendant and to a computer system of the merchant prior to establishing the telephonic connection.

Claims

1. An apparatus comprising:

a registration module that creates and stores a customer billing profile of a customer, wherein the customer billing profile comprises one or more of billing information, contact information and shipping information of the customer;

a phone connection module that establishes a telephonic connection between the customer and an automated attendant of a merchant, wherein the registration module creates and stores the customer billing profile prior to the phone connection module establishing the telephonic connection;

an identifier module that sends an identifier to the automated attendant in response to the phone connection module establishing the telephonic connection, the identifier linking the customer to a customer billing profile;

a sales identifier module that identifies to the automated attendant one or more of a product and a service offered by the merchant and desired by the customer for purchase as part of a sales order; and

a billing profile module that provides the automated attendant electronic access to the customer billing profile of the customer, the automated attendant processing the sales order using the customer billing profile, wherein billing information of the customer billing profile is unavailable to the automated attendant and to a computer system of the merchant prior to establishing the telephonic connection,

wherein at least a portion of the registration module, the phone connection module, the identifier module, the sales identifier module, and the billing profile module comprise one or more of hardware and executable code, the executable code stored on one or more non-transitory computer readable storage media.

2. The apparatus of claim 1, further comprising:

an order information module that receives sales order information from the automated attendant; and

an approval module that sends a customer approval to the automated attendant, the customer approval to approve the sales order, wherein electronic access to the billing profile is provided to the automated attendant in response to the customer approval being sent to the automated attendant.

3. The apparatus of claim 1, wherein the identifier module sends the identifier in response to the customer pressing one or more buttons on an electronic device used by the customer for the telephonic connection.

4. The apparatus of claim 3, wherein pressing one or more buttons by the customer comprises one or more of:

pressing a button that is identified on the electronic device used by the customer for the telephonic connection as having a connection to the identifier; and

pressing a plurality of buttons on the electronic device used by the customer for the telephonic connection to enter a code.

5. The apparatus of claim 1, wherein the billing profile module provides the customer billing profile in response to an action by the customer, the action approving transmitting the customer billing profile.

6. The apparatus of claim 5, wherein the action by the customer comprises one or more of

an action by the customer to transmit the customer billing profile during the telephonic connection;

a default setting that provides permission to transmit the customer billing profile in response to a telephonic connection with an automated attendant of a merchant in which the identifier is sent; and

an action by the customer to approve the sales order.

7. The apparatus of claim 1, further comprising a data communications module that establishes a data connection, in conjunction with the telephonic connection, between the merchant and the customer.

8. The apparatus of claim 7, wherein the data connection and the telephonic connection are established using a single electronic device of the customer.

9. The apparatus of claim 7, wherein the telephonic connection and the data connection comprise a single network connection.

10. The apparatus of claim 7, wherein the telephonic connection and the data connection comprise separate network connections.

11. The apparatus of claim 1, wherein the billing profile module provides the automated attendant electronic access to the customer billing profile of the customer by transmitting the customer billing profile to the automated attendant.

12. The apparatus of claim 11, wherein the billing profile module further retrieves the customer billing profile prior to transmitting the customer billing profile, the billing profile module retrieves the customer billing profile from an electronic device different than an electronic device used by the customer for establishing the telephonic connection.

13. The apparatus of claim 1, wherein the billing profile module provides the automated attendant electronic access to the customer billing profile of the customer by providing a link to the automated attendant to a location where the customer billing profile is accessible.

14. The apparatus of claim 13, wherein the customer billing profile is stored in a location different than an electronic device used by the customer to establish the telephonic connection and the link provides access to the location where the customer billing profile is stored.

15. A method comprising:

creating and storing a customer billing profile of a customer, wherein the customer billing profile comprises one or more of billing information, contact information and shipping information of the customer;

establishing a telephonic connection between the customer and an automated attendant of a merchant, wherein creating and storing the customer billing profile occurs prior to the establishing the telephonic connection;

sending an identifier to the automated attendant in response to establishing the telephonic connection, the identifier linking the customer to a customer billing profile;

identifying to the automated attendant one or more of a product and a service offered by the merchant and desired by the customer for purchase as part of a sales order; and

providing the automated attendant electronic access to the customer billing profile of the customer, the automated attendant processing the sales order using the customer billing profile, wherein billing information of the customer billing profile is unavailable to the automated attendant and to a computer system of the merchant prior to establishing the telephonic connection.

16. The method of claim 15, further comprising:

receiving sales order information from the automated attendant; and

sending a customer approval to the automated attendant, the customer approval to approve the sales order, wherein electronic access to the billing profile is provided to the automated attendant in response to the customer approval being sent to the automated attendant.

17. The method of claim 15, wherein sending the identifier is in response to the customer pressing one or more buttons on an electronic device used by the customer for the telephonic connection.

18. The method of claim 17, wherein pressing one or more buttons by the customer comprises one or more of:

pressing a button that is identified on the electronic device used by the customer for the telephonic connection as having a connection to the identifier; and

pressing a plurality of buttons on the electronic device used by the customer for the telephonic connection to enter a code.

19. The method of claim 15, wherein the customer billing profile is provided in response to an action by the customer, the action approving transmitting the customer billing profile, the action by the customer comprises one or more of

an action by the customer to transmit the customer billing profile during the telephonic connection;

a default setting that provides permission to transmit the customer billing profile in response to a telephonic connection with an automated attendant of a merchant in which the identifier is sent; and

an action by the customer to approve the sales order.

20. The method of claim 15, further comprising establishing a data connection, in conjunction with the telephonic connection, between the merchant and the customer.