Centralized Caller Profile System and Methods for Routing and Prioritizing Calls

• US 20150124949A1
• Filed: 11/01/2013
• Published: 05/07/2015
• Est. Priority Date: 11/02/2012
• Status: Active Grant

• Current Assignee: Next Caller Inc. (Pindrop Security, Inc.)
• Original Assignee: Gianni Martire
• Inventors: Roncoroni, Ian James, Martire, Gianni
• Granted Patent: US 9,143,612 B2
• Time in Patent Office: Days
• US Class Current: 379/142.06
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

Disclosed is a Centralized Caller Profile System and methods for routing and prioritizing calls. The disclosed systems and methods provide enhanced customer service by allowing multiple parties to update and share the same set of profile information from a centralized database. The disclosed systems and methods provide for faster, easier access to profile information, more efficient call routing, and the ability to prioritize callers in a caller queue.

Claims

1. A Centralized Caller Profile System comprising:

a Caller;

a Called Party;

a Cloud Database, connected to the internet;

a telephone connection between the Caller and the Called Party;

the Called Party retrieving a Unique Identifier from the Caller;

the Called Party transmitting the Unique Identifier to the Cloud Database; and

the Cloud Database transmitting Content to the Called Party;

wherein the Cloud Database is maintained by each of a service provider, a user, and a third party; and

wherein updated Content is registered and stored in the Cloud Database.

2. The Centralized Caller Profile System of claim 1, comprising an Agent.

3. The Centralized Caller Profile System of claim 2, comprising transmitting Content from the Called Party to the Agent.

4. The Centralized Caller Profile System of claim 2, comprising transmitting analog data from the Caller to the Agent.

5. The Centralized Caller Profile System of claim 4, comprising transmitting analog data from the Agent to the Caller.

6. The Centralized Caller Profile System of claim 2, comprising transmitting Amended Content from the Agent to the Cloud Database.

7. The Centralized Caller Profile System of claim 1, comprising transmitting Amended Content from the Caller to the Cloud Database.

8. The Centralized Caller Profile System of claim 1, wherein the Content is chosen from text, images, and video.

9. The Centralized Caller Profile System of claim 1, wherein the Content is chosen from profile information and billing information.

10. The Centralized Caller Profile System of claim 2, comprising a telephone connection between the Caller and the Agent.

11. A method of providing a Caller Profile to an Agent, comprising:

establishing a telephone connection between Called Party and a Caller;

acquiring a Unique Identifier from the Caller;

transmitting the Unique Identifier to a Cloud Based Database, connected to the internet;

querying the Cloud Based Database for a record corresponding to the Unique Identifier;

identifying Content associated with the Unique Identifier;

transmitting the Content associated with the Unique Identifier to the Called Party;

wherein the Cloud Database is maintained by each of a service provider, a user, and a third party; and

wherein updated Content is registered and stored in the Cloud Database.

12. The method of claim 11, comprising transmitting the Content associated with the Unique Identifier to an Agent.

13. The method of claim 11, comprising establishing a telephone connection between the Caller and the Agent.

14. The method of claim 11, comprising acquiring the telephone number of the Caller.

15. The method of claim 14, comprising transmitting the telephone number of the Caller to the Cloud Database.

16. The method of claim 15, comprising querying the Cloud Based Database for a record corresponding to the telephone number of the Caller.

17. The method of claim 11, comprising transmitting analog data from the Caller to the Agent.

18. The method of claim 11, comprising transmitting analog data from the Agent to the Caller.

19. The method of claim 11, comprising amending the Content associated with the Unique Identifier.

20. The method of claim 19, wherein the amending is performed by a database user chosen from the Caller and the Agent.