Multi-channel enterprise communication management framework
OwnerRodney Birch, Peter Maxwellinventors
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Abstract
Various embodiments of systems, methods, computer programs, etc. for unifying management of customer messages and responses in an enterprise across a plurality of channels are provided. One embodiment is an enterprise system comprising: a plurality of enterprise applications for interacting with customers via a plurality of channels; and a communication management framework for managing messages to be presented to the customers and customer responses to the messages across the plurality of enterprise applications.
Claims20
An enterprise system comprising:
- a plurality of enterprise applications for interacting with customers via a plurality of channels;
- and
- a communication management framework for managing messages to be presented to the customers and customer responses to the messages across the plurality of enterprise applications.
A service-oriented, enterprise platform for providing banking solutions to financial service providers, the service-oriented, enterprise platform comprising:
- a communication management framework for managing messages to be presented to customers of a financial service provider across a plurality of enterprise channels and for managing customer responses to the messages, the communication management framework comprising:
- a message object defining a message to be presented to at least one of the customers;
- a channel-specific object representing channel-specific content associated with the message;
- and
- a customer interaction object representing a planned customer interaction associated with the message;
- and
- a data repository for storing the messages and the customer responses to the messages.
A multi-channel enterprise communication management framework (MECMF) embodied in a computer-readable medium for unifying customer messages and responses in an enterprise across a plurality of channels, the (MECMF) comprising:
- a message object defining a message to be presented to at least one of the customers;
- a channel-specific object representing channel-specific content associated with the message;
- and
- a customer interaction object representing a planned customer interaction associated with the message.
Dependencies are inferred from the claim text.