US 10,834,254 B2Granted

System and method for utilizing customer data in a communication system

AssigneeFonality, Inc.

InventorChristopher M. Lyman

Life of this patent

Estimating the term…

Loading patent…

Abstract

Systems and methods for utilizing customer data in a communication system are provided. In exemplary embodiments, customer records at a customer data warehousing system are accessed. Customer data from the customer records are extracted and associated with a customer identifier. The customer data is then stored to an indexed database, the extracted customer data being indexed according to the identifier. When an incoming communication is received, the communication system will determine a communication identifier of the incoming communication. A lookup and matching process is then performed using the communication identifier in the indexed customer information database. If a matching customer identifier is found, associated customer data may be retrieved and used to provide enhanced communication system services including communication routing and customer data alerts.

Claims18

Dependent claims

A method comprising:

accessing, via a processor, customer data stored in a customer information data warehousing system;
extracting, via the processor, at least a portion of the customer data;
associating, via the processor, a customer identifier with the portion of the customer data;
storing, via the processor, the portion of the customer data to a database of a communication system such that the portion of the customer data is indexed according to the customer identifier in the database;
determining, via the processor, a communication identifier associated with an incoming telephonic communication received via the communication system;
determining, via the processor, whether an enhanced call routing is required based on the communication identifier matching the customer identifier;
based on the enhanced call routing being required responsive to the communication identifier matching the customer identifier:
routing, via the processor, the incoming telephonic communication to an agent, and
providing, via the processor, the portion of the customer data to the agent for use during the incoming telephonic communication;
based on the enhanced call routing not being required responsive to the communication identifier not matching the customer identifier:
providing, via the processor, the portion of the customer data to the agent for use during the incoming telephonic communication.

8 more elements

Dependencies are inferred from the claim text.

Facts

Application: 15/960,347Filed 23 Apr 2018 · continuation
Priority: 16 Mar 2009
Published: US 2018/0241874 A123 Aug 2018
Granted: 10 Nov 2020
Term ends: Not estimatedThe source records don’t support an estimate.

Classification6 codes

H04M 3/42068
Making use of the calling party identifier: where the identifier is used to access a profile
G06Q 30/015
Customer relationship services: providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
G06Q 30/02
Commerce: marketing; Price estimation or determination; Fundraising
H04M 3/5232
With call distribution or queueing: call distribution algorithms

Family

Application12/405,204Parent of this continuation · filed 16 Mar 2009
Application15/170,903Parent of this continuation · filed 1 Jun 2016
US 9,443,244 B2Parent of this continuation · filed 13 Sep 2016
US 2018/0241874 A1Pre-grant publication · published 23 Aug 2018
US 9,955,004 B2Parent of this continuation
US 2010/0232585 A1Published application
US 2016/0277567 A1Published application
US 10,834,254 B2This patent

From the US filing history. Foreign family members aren’t listed.