Method and system for activity responsive telemarketing

• US 6,965,870 B1
• Filed: 12/24/1997
• Issued: 11/15/2005
• Est. Priority Date: 12/24/1997
• Status: Expired due to Fees

• Current Assignee: RPX Clearinghouse LLC (RPX Corporation)
• Original Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Inventors: Petty, Douglas, Frank, Alan Stuart, Petras, Michael William
• Primary Examiner(s): Retta, Yehdega
• Application Number:
  US08/997,990
• Time in Patent Office: 2,883 Days
• Field of Search: 705/14
• US Class Current: 705/14.54
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0256 User search

Abstract

A method of alerting a telemarketing agent of a promotion opportunity in response to activity of a potential customer browsing a public server and an apparatus for monitoring the customer activity and alerting the telemarketing agent includes a telemarketing analysis server, computer telephony hardware and a server for controlling the computer telephony hardware. The apparatus further includes software on the public server for collecting data relating to the activity of potential customers browsing the public server.

Claims

1. A method of alerting a telemarketing agent of a promotion opportunity in response to activity of a potential customer browsing a public server, comprising steps of:

monitoring the public server using software, which is active on the public server, to determine if past or present browsing activity of the potential customer satisfies a predefined criteria, and examining information associated with the potential customer; and

sending a message to the telemarketing agent, the message being generated by the software active on the public server, to advise the telemarketing agent of the promotion opportunity without any action by the potential customer to initiate communication with the telemarketing agent if the browsing activity of the potential customer or the information satisfies the predefined criteria, the message including means for identifying the potential customer to permit the telemarketing agent to dispatch an assistance invitation that is displayed to the potential customer to invite the potential customer to request communication with the telemarketing agent.

2. A method as claimed in claim 1 wherein the public server is monitored by software which is active on the public server, and the software forwards information to a telemarketing analysis server for analysis, the telemarketing analysis server sending the message to the telemarketing agent when the information satisfies the predefined criteria.

3. A method as claimed in claim 1 further comprising a step of inserting in the message an IP address of the potential customer and a URL of a page on the public server where the potential customer is active.

4. A method as claimed in claim 3 further comprising a step of inserting in the message a priority value associated with the potential customer, the priority value being inserted in the message before the message is sent.

5. A method as claimed in claim 3 further comprising a step of inserting in the message other information known about the potential customer, such as frequent purchases or past behaviour.

6. A method as claimed in claim 1 further comprising a step of including in the assistance invitation sent to the customer a form inviting communication, and the assistance invitation displays a menu of options from which the potential customer may select a preferred type of communication with the telemarketing agent.

7. A method as claimed in claim 2 wherein on receipt of the message the telemarketing agent sends the assistance invitation to the potential customer inviting communication and the assistance invitation displays a menu of options from which the potential customer may select a preferred type of communication with the telemarketing agent.

8. A method as claimed in claim 7 wherein the options include opening a text chat window in order to enable communications between the telemarketing agent and the potential customer.

9. A method as claimed in claim 7 wherein the options include establishing a voice connection in order to enable communications between the telemarketing agent and the potential customer.

10. A method as claimed in claim 9 wherein on selecting the option of establishing a voice connection with the telemarketing agent, a request for establishing the voice connection is examined for a phone number or an IP address of the potential customer.

11. A method as claimed in claim 7 wherein the assistance invitation displays a menu of options that permits the potential customer to enter a telephone number, request a VoIP session or a text chat session with the telemarketing agent, send an electronic mail message to the telemarketing agent, or reject a communications session with the telemarketing agent.

12. A method as claimed in claim 1 wherein the step of monitoring comprises maintaining a session activity table for potential customers who refuse cookies, records in the activity table including potential customer identification and session related data.

13. A method as claimed in claim 12 wherein the activity table is periodically scanned to determine whether any record in the table satisfies the predefined criteria, and the message is sent to the telemarketing agent if a record in the activity table satisfies the predefined criteria.

14. A method as claimed in claim 13 wherein the predefined criteria comprises an indication that the potential customer has accessed the public server for a period of time that exceeds a predefined threshold.

15. A method as claimed in claim 13 wherein the predefined criteria comprises an indication that the potential customer has accessed a specific page on the public server.

16. A method as claimed in claim 12 wherein the activity table is periodically scanned to determine whether any record satisfies a predefined criteria, and a record is deleted from the activity table if the record satisfies the predefined criteria.

17. A method as claimed in claim 16 wherein the predefined criteria is an indication that a predefined period of time has elapsed since the potential customer identified by the record in the activity table last accessed the public server.

30. A method as claimed in claim 7 wherein the assistance invitation dispatched to the potential customer is a multimedia message.

31. A method as claimed in claim 7 wherein the assistance invitation dispatched to the potential customer is a video recording.

36. A method as claimed in claim 9 wherein if the potential customer selects an option indicating a preference to communicate with the telemarketing agent, a call connection is automatically made between the telemarketing agent and the potential customer.

18. A system for alerting a telemarketing agent of a promotion opportunity in response to activity of a potential customer browsing a public server, comprising:

means for monitoring the activities of potential customers visiting at least one public server to access information;

means for sending a message to the telemarketing agent, the message being generated by software active on the public server, to advise the telemarketing agent of the promotion opportunity, without any action by the potential customer to initiate communication with the telemarketing agent, if the browsing activities of the potential customer or information collected about the potential customer satisfies a predefined criteria, the message including means for identifying the potential customer to permit the telemarketing agent to dispatch an assistance invitation that is displayed to the potential customer to invite the potential customer to request communication with the telemarketing agent;

means for permitting the telemarketing agent to dispatch the assistance invitation to the potential customer, the assistance invitation displaying a menu of options for permitting the potential customer to indicate a preference respecting communications with the telemarketing agent; and

means for forwarding a message containing the preference selected by the potential customer from the menu of options to the telemarketing agent when the preference selected indicates that communications with the telemarketing agent are desired.

19. A system as claimed in claim 18 wherein the system forwards the message containing the preference selected by the potential customer from the menu of options to the telemarketing agent and stores the message in a call waiting queue on the telemarketing agent'"'"'s workstation.

20. A system as claimed in claim 18 wherein the system inserts an 1P address of the potential customer and a URL of a page on the public server that the potential customer was viewing when the message forwarded to the telemarketing agent.

21. A system as claimed in claim 20 wherein the system further inserts a priority value associated with the potential customer into the message, the priority value being inserted before the message is sent to the telemarketing agent.

22. A system as claimed in claim 19 wherein the system permits the telemarketing agent to selectively service any call waiting in the queue.

32. A system as claimed in claim 18 wherein the assistance invitation dispatched to the potential customer is a multimedia message.

33. A system as claimed in claim 18 wherein the assistance invitation dispatched to the potential customer is a video recording.

37. A system as claimed in claim 18 wherein if the potential customer selects an option indicating a preference to communicate with the telemarketing agent, the system automatically establishes a call connection between the telemarketing agent and the potential customer.

23. A method of alerting a telemarketing agent of a promotion opportunity in response to a potential customer browsing a public server comprising:

monitoring the public server to determine if past or present activity of the potential customer satisfies a predefined criteria;

sending a message to the telemarketing agent, the message being generated by software active on the public server to advise the telemarketing agent of the promotion opportunity without any action by the potential customer to initiate communication with the telemarketing agent if the browsing activities of the potential customer or information collected about the potential customer satisfies a predefined criteria, the message including means for identifying the potential customer to permit the telemarketing agent to dispatch an assistance invitation that is displayed to the potential customer to invite the potential customer to request communication with the telemarketing agent;

alerting the telemarketing agent to dispatch the assistance invitation to the potential customer on receipt of the message, to permit the potential customer to select a preference from the menu of options respecting communications with the telemarketing agent; and

advising the telemarketing agent when the potential customer selects an option indicating a preference to communicate with the telemarketing agent.

24. A method as claimed in claim 23 wherein the step of advising comprises placing information about the potential customer in a queue displayed to the telemarketing agent.

25. A method as claimed in claim 24 wherein the information placed in the queue includes a priority value associated with the potential customer.

26. A method as claimed claim 25 wherein the priority value is stored in a cookie associated with the potential customer.

27. A method as claimed in claim 26 wherein the priority value may be updated or changed.

28. A method as claimed in claim 27 wherein the priority value may be changed by the telemarketing agent while the telemarketing agent is communication with the potential customer.

29. A method as claimed in claim 27 wherein the priority value is automatically changed by the public server if the potential customer'"'"'s activity satisfies a certain predefined criteria.

34. A method as claimed in claim 23 wherein the assistance invitation dispatched to the potential customer is a multimedia message.

35. A method as claimed in claim 23 wherein the assistance invitation dispatched to the potential customer is a video recording.

38. A method as claimed in claim 23 wherein if the potential customer selects an option indicating a preference to communicate with the telemarketing agent, a call connection is automatically established between the telemarketing agent and the potential customer.