System and method for dynamically creating records

• US 20060190422A1
• Filed: 02/18/2005
• Published: 08/24/2006
• Est. Priority Date: 02/18/2005
• Status: Active Grant

• Current Assignee: American Tel-A-Systems Incorporated
• Original Assignee: American Tel-A-Systems Incorporated
• Inventors: Waldner, Wayne P., Curtin, Thomas V., Beale, Kevin M., Curtin, William J. IV
• Granted Patent: US 7,593,962 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: Y10S 707/99931 Database or file accessing
• CPC Class Codes: Y10S 707/99943 Generating database or data structure, e.g. via user interface
• CPC Class Codes: Y10S 707/99945 Object-oriented database structure processing
• CPC Class Codes: Y10S 707/99948 Application of database or data structure, e.g. distributed, multimedia, or image

Abstract

A communication system that is capable of collecting information from one or more users of the communication system includes one or more data collection mechanisms that are operated by a first entity. The mechanisms operate to collect at least a portion of information from a user of a communication system on behalf of a second entity that is different than the first entity. The system also includes one or more memory modules that are coupled to the one or more data collection mechanisms and that are operable to store one or more records on behalf of the second entity. Each of the one or more records comprises information that is associated with a client of the second entity. At least one of the one or more records comprises at least a portion of the information collected from the user of the communication system. In one particular embodiment, the one or more records are controlled by the first entity.

Claims

1. A communication system capable of collecting information from one or more users of the communication system, the system comprising:

one or more data collection mechanisms operated by a first entity to collect at least a portion of information from a user of a communication system on behalf of a second entity, wherein the first entity comprises an entity that is different than the second entity; and

one or more memory modules coupled to the one or more data collection mechanisms and operable to store one or more records on behalf of the second entity, each of the one or more records comprising information associated with a client of the second entity and at least one of the one or more records comprising at least a portion of the information collected from the user of the communication system, wherein the one or more records are controlled by the first entity.

2. The system of claim 1, wherein the portion of information collected from the user is selected from the group consisting of contact information of the user, contact information for an entity that the user represents, or one or more notes relating to a purpose of information collection from the user.

3. The system of claim 1, wherein the one or more data collection mechanisms are selected from the group consisting of an interactive voice response system, an interactive web-based system, or a live-agent based system.

4. The system of claim 1, wherein the one or more data collection mechanisms use at least a portion of a script comprising one or more queries for information to the user and one or more dynamic links to collect and store the information.

5. The system of claim 4, wherein the one or more dynamic links are capable of automatically initiating the creation and storage of the one or more records on behalf of the second entity.

6. The system of claim 1, wherein the one or more records operate to form a contact management database for the second entity.

7. The system of claim 1, wherein the one or more records are stored within the one or more memory modules in a form that is electronically searchable.

8. The system of claim 1, wherein the one or more records comprise at least a first record that includes the contact information for the user of the communication system and at least a second record that includes the contact information for a client of the second entity that the user represents.

9. The system of claim 8, wherein the first record is a sub-record of the second record.

10. The system of claim 1, wherein the first entity operates to export the one or more records stored in the one or more memory modules to the second entity by communicating the one or more records through a network coupled the one or more memory modules.

11. The system of claim 1, wherein the first entity provides access to the one or more records stored in the one or more memory modules to the second entity through a network coupled the one or more memory modules.

12. The system of claim 1, wherein the first entity comprises a call center that operates to collect information for the second entity using the one or more data collection mechanisms.

13. A method for providing information collection from a user at a data collection mechanism, the method comprising:

collecting at least a portion of information from a user of a communication system on behalf of a first entity using a data collection mechanism operated by a second entity, wherein the first entity comprises an entity that is different than the second entity; and

storing one or more records on behalf of the first entity, each of the one or more records comprising information associated with a client of the first entity and at least one of the records comprising at least a portion of the information collected from the user of the communication system, wherein the one or more records are controlled by the second entity.

14. The method of claim 13, wherein the portion of information collected from the user is selected from the group consisting of contact information of the user, contact information for an entity that the user represents, and one or more notes relating to a purpose of information collection from the user.

15. The method of claim 13, wherein the one or more records operate to form a contact management database for the first entity.

16. The method of claim 13, wherein the one or more records comprise at least a first record that includes the contact information for the user of the communication system and at least a second record that includes the contact information for a client of the first entity that the user represents.

17. The method of claim 16, wherein the first record is a sub-record of the second record.

18. The method of claim 13, wherein the second entity provides access to the one or more records to the first entity through a network.

19. The method of claim 13, wherein the second entity operates to export the one or more records to the first entity by communicating the one or more records through a network.

20. A method for providing information collection from a user at a data collection mechanism, the method comprising:

collecting information from a plurality of users of a communication system on behalf of a first entity using one or more data collection mechanisms operated by a second entity; and

storing at least a portion of the information collected from each of the plurality of users in a contact management database on behalf of the first entity, wherein the contact management database is controlled by the second entity and wherein the contact management database is electronically searchable.

21. The method of claim 20, wherein the contact management database comprises information associated with one or more clients of the first entity.

22. The method of claim 20, wherein the second entity provides access to the contact management database to the first entity through a network.

23. The method of claim 20, wherein the second entity operates to export the contact management database to the first entity by communicating the one or more records through a network.