WO2001009745A8 - System for customer contact information management and methods for using same - Google Patents

System for customer contact information management and methods for using same

Info

Publication number
WO2001009745A8
WO2001009745A8 PCT/US2000/020185 US0020185W WO0109745A8 WO 2001009745 A8 WO2001009745 A8 WO 2001009745A8 US 0020185 W US0020185 W US 0020185W WO 0109745 A8 WO0109745 A8 WO 0109745A8
Authority
WO
WIPO (PCT)
Prior art keywords
users
customer contact
information
customer
services
Prior art date
Application number
PCT/US2000/020185
Other languages
French (fr)
Other versions
WO2001009745A2 (en
WO2001009745A9 (en
Inventor
Kim A Schroeder
Aaron Jenkins
Keric P Donnelly
Greyson Smith
Shawn Anderson
Original Assignee
Convergys Corp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Convergys Corp filed Critical Convergys Corp
Priority to CA002344639A priority Critical patent/CA2344639A1/en
Priority to AU63717/00A priority patent/AU6371700A/en
Publication of WO2001009745A2 publication Critical patent/WO2001009745A2/en
Publication of WO2001009745A8 publication Critical patent/WO2001009745A8/en
Publication of WO2001009745A9 publication Critical patent/WO2001009745A9/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S707/00—Data processing: database and file management or data structures
    • Y10S707/99931—Database or file accessing
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S707/00—Data processing: database and file management or data structures
    • Y10S707/99931—Database or file accessing
    • Y10S707/99939—Privileged access

Abstract

L'invention concerne un système et un procédé permettant une gestion complète de contact clients via divers canaux de contact clients, de manière que des entreprises ou des utilisateurs (c'est-à-dire les entreprises utilisant les services selon le système et le procédé de la présente invention) puissent gérer et développer des contacts avec leurs clients. D'une part, l'invention offre à des utilisateurs un moyen efficace d'obtenir des informations provenant de divers canaux de contact clients, et d'utiliser ces informations pour, entre autres, augmenter les ventes et améliorer la productivité de l'entreprise. D'autre part, l'invention constitue un mécanisme utile au moyen duquel des utilisateurs peuvent surveiller les préférences clients pour des produits ou des services, de façon que les utilisateurs puissent développer de nouveaux produits et services ou apporter des modifications à ceux-ci afin de répondre à la demande des clients. L'invention représente enfin un système amélioré permettant d'extraire des informations de contact clients à partir d'une pluralité de canaux de contact, d'enregistrer ces informations et d'effectuer des opérations ultérieures, telles que la mise à disposition des données aux utilisateurs, par exemple sous la forme de rapports.A system and method are provided for complete customer contact management through various customer contact channels, such that businesses or users (i.e. businesses using the services according to the system and method of the present invention) can manage and develop contacts with their customers. On the one hand, the invention provides users with an efficient means of obtaining information from various customer contact channels, and of using this information to, inter alia, increase sales and improve business productivity . On the other hand, the invention provides a useful mechanism by which users can monitor customer preferences for products or services, so that users can develop or make changes to new products and services in order to to meet customer demand. The invention finally represents an improved system making it possible to extract customer contact information from a plurality of contact channels, to record this information and to perform subsequent operations, such as making data available to customers. users, for example in the form of reports.

PCT/US2000/020185 1999-07-30 2000-07-26 System for customer contact information management and methods for using same WO2001009745A2 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
CA002344639A CA2344639A1 (en) 1999-07-30 2000-07-26 System for customer contact information management and methods for using same
AU63717/00A AU6371700A (en) 1999-07-30 2000-07-26 System for customer contact information management and methods for using same

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US14651599P 1999-07-30 1999-07-30
US60/146,515 1999-07-30
US09/467,378 US6760727B1 (en) 1999-07-30 1999-12-21 System for customer contact information management and methods for using same
US09/467,378 1999-12-21

Publications (3)

Publication Number Publication Date
WO2001009745A2 WO2001009745A2 (en) 2001-02-08
WO2001009745A8 true WO2001009745A8 (en) 2002-07-25
WO2001009745A9 WO2001009745A9 (en) 2002-09-26

Family

ID=26844005

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2000/020185 WO2001009745A2 (en) 1999-07-30 2000-07-26 System for customer contact information management and methods for using same

Country Status (4)

Country Link
US (1) US6760727B1 (en)
AU (1) AU6371700A (en)
CA (1) CA2344639A1 (en)
WO (1) WO2001009745A2 (en)

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