System and method for utilizing a computer network in conjunction with traditional telemarketing

• US 6,889,195 B2
• Filed: 09/15/1998
• Issued: 05/03/2005
• Est. Priority Date: 09/15/1998
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Cim Ltd. (F. Walther Electrics Ltd.)
• Inventors: Strandberg, Malcom B.
• Primary Examiner(s): Rosen, Nicholas D.
• Application Number:
  US09/153,684
• Publication Number:
  US 20020161589A1
• Time in Patent Office: 2,422 Days
• Field of Search: 705/10, 705/11, 705/1, 705/51, 380/1, 380/21, 707/1, 707/4, 707/7, 707/204, 709/217, 709/218, 709/219, 379/265.09, 379/265.13, 379/266.07
• US Class Current: 705/7.11
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]

Abstract

A system for contacting an interested party utilizing a computer network includes an interested party database including a field containing a first e-mail address used to address an e-mail message to an interested party and an e-mail general or responsive to the first e-mail address and generating the first e-mail message addressed to the first e-mail address of the interested party. The generator also sends the first e-mail message to the interested party'"'"'s first e-mail address. The first e-mail message includes a response message portion including a second e-mail message. The second e-mail message is addressed to a second e-mail address (sending party'"'"'s e-mail address. The response message portion is responsive to the first e-mail message being read, for sending the second e-mail message to the sending party'"'"'s e-mail address. The system further includes a database responsive to the second e-mail message storing data associated therewith.

Claims

1. A system for contacting an interested party utilizing a computer network, said system comprising:

at least one interested party database including at least one field of information containing at least a first electronic-mail address, for addressing a first electronic-mail message to a first interested party;

at least one electronic-mail generator, responsive to said first electronic-mail address, for generating said first electronic-mail message, said first electronic-mail message including at least one electronic address of at least one source of information accessible by said first interested party via said computer network, and for sending said first electronic-mail message to said first electronic-mail address of said first interested party, said first electronic-mail message further including a unique ID distinct from said first electronic-mail address and specific to said first electronic-mail message and identifying said interested party;

at least one call center controller, electronically connected to said source of information and to at least one call center agent, for monitoring said source of information to detect when said first interested party has accessed said source of information via said computer network, and for detecting said unique ID information allowing said call center to identify said interested party and said first electronic-mail message, and for connecting at least one call center agent to said first interested party while said first interested party is accessing said source of information.

2. The system as claimed in claim 1 wherein said first electronic-mail message is encrypted.

3. The system as claimed in claim 1 wherein said first electronic-mail message is an audio message.

4. The system as claimed in claim 1 wherein said first electronic-mail message is an audio-visual, multi-media message.

5. The system as claimed in claim 1 wherein said computer network is a TCP/IP network.

6. The system as claimed in claim 1 wherein said call center controller establishes an electronic chat link between said interested party and at least one call center agent.

7. The system as claimed in claim 1 wherein said call center controller establishes a telephone link between said interested party and at least one call center agent.

8. The system as claimed in claim 1 wherein said electronic address if a TCP/IP address.

9. The system as claimed in claim 1, wherein said source of information comprises an Internet World-Wide-Web page.

10. A method of connecting an interested party to at least one call center agent at a call center utilizing a computer network, said method comprising the acts of:

retrieving, at a call center controller, an electronic-mail (e-mail) address of an interested party from an interested party database;

generating, formatting and addressing an e-mail message to said interested party, said e-mail message including a message portion and a response portion, said message portion including an electronic address of a source of information available to said interested party, said response portion including a unique ID distinct from said e-mail address of said interested party and identifying said interested party and said e-mail message;

sending said e-mail message to said interested party;

storing a date and time that said e-mail message is sent to said interested party;

sending said e-mail message response portion, including said unique ID identifying said interested party to said call center that sent said e-mail message upon receipt of said e-mail message by said interested party;

monitoring, using said call center controller, said source of information and generating and sending an interested party present signal to said call center when said interested party accesses said source of information, said signal including said unique ID information allowing said call center to identify said interested party and said e-mail message; and

establishing an electronic chat link between at least one call center agent and said interested party, said electronic chat link being initiated by said call center controller.

11. The method of claim 10 further comprising the step of routing a generated e-mail message to a call center agent for preview and approval for sending.

12. The method of claim 10 wherein said step of storing a date and time that said e-mail message is sent to said interested party comprises storing said date and time in an e-mail log.

13. The method of claim 12 wherein said step of storing a date and time that said e-mail message is sent to said interested party further comprises storing said date and time in said interested party database.

14. The method of claim 10 further comprising the step of passing data from said interested party database to said at least one call center agent when said electronic chat link is established between said at least one call center agent and said interested party.

15. A method of connecting an interested party to at least one call center agent at a call center utilizing a computer network, said method comprising the acts of:

retrieving, at a call center controller, an electronic-mail (e-mail) address of an interested party from an interested party database;

generating, formatting and addressing an e-mail message to said interested party, said e-mail message including a message portion and a response portion, said message portion including an electronic address of a source of information available to said interested party, said response portion including a unique ID distinct from said e-mail address of said interested party and identifying said interested party and said e-mail message;

sending said e-mail message to said interested party;

storing a date and time that said e-mail message is sent to said interested party;

sending said e-mail message response portion, including said unique ID identifying said interested party to said call center that sent said e-mail message upon receipt of said e-mail message by said interested party;

monitoring, using said call center controller, said source of information and generating and sending an interested party present signal to said call center when said interested party accesses said source of information, said signal including said unique ID information allowing said call center to identify said interested party and said e-mail message; and

retrieving a telephone number for said interested party from said interested party database and attempting to establish voice communications between at least one call center agent and said interested party.

16. The method of connecting an interested party to at least one call center agent at a call center utilizing a computer network as claimed in claim 15 further comprising the step of passing data from said interested party database to said at least one call center agent if said voice communications are established to assist said at least one call center agent in handling said voice communications.

17. The method of connecting an interested party to at least one call center agent at a call center utilizing a computer network as claimed in claim 15 further comprising the step of placing said interested party telephone number in a queue for dialing in the future if voice communications are not established.