# US 2014/0156538 A1 · Customer Contact Management > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2014/0156538 A1 - Document ID: US20140156538A1 - Status: Published application - Kind: A1 - Application number: 13/705,510 - Filed: 2012-12-05 - Published: 2014-06-05 - Earliest claimed: 2012-12-05 - Assignees: AT&T Intellectual Property I, L.P. - Applicants: At&T Intellectual Property I, L.P. - Inventors: Veeramani Kandasamy; James Gordon Beattie, JR. - Web page: https://patentgrep.com/patent/US20140156538A1 ## CPC - G06Q 30/016: After-sales - 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 ## Abstract Concepts and technologies are disclosed herein for customer contact management. According to one aspect described herein, a method can include a computing system receiving customer information from a customer access point. The method can also include the computing system generating a customer contact plan based at least in part upon the customer information. The customer contact plan can be useable by an individual to provide a service to a customer associated with the customer information. The method can also include the computing system presenting the customer contact plan to the individual so that the individual can utilize the customer contact plan to provide the service to the customer. ## Claims ### Claim 1 A method comprising: receiving, by a computing system comprising a processor, customer information from a customer access point that requests the customer information from a customer device associated with a customer and receives the customer information from the customer device associated with the customer; generating, by the computing system, a customer contact plan based at least in part upon the customer information, the customer contact plan being useable by an individual to provide a service to a customer associated with the customer information; and presenting, by the computing system, the customer contact plan to the individual so that the individual can utilize the customer contact plan to provide the service to the customer. ### Claim 2 (depends on 1) The method of claim 1, further comprising receiving, by the computing system, additional customer information comprising sales information, service information, billing information, installation information, device repair information, customer service chat record information, customer service call record information, customer service email record information, appointment information for an appointment associated with the customer, social network information associated with the customer, or any combination thereof. ### Claim 3 (depends on 2) The method of claim 2, wherein receiving, by the computing system, the additional customer information from the customer database comprises receiving, by the computing system, a customer profile associated with the customer, the customer profile comprising the additional customer information. ### Claim 4 (depends on 1) The method of claim 1, further comprising receiving, by the computing system, location information associated with the customer, and wherein generating, by the computing system, the customer contact plan comprises generating, by the computing system, the customer contact plan in response to receiving the location information associated with the customer and determining that the location information indicates that the customer is within a predetermined distance of a store associated with the customer access point. ### Claim 5 (depends on 1) The method of claim 1, further comprising detecting, by the customer access point, the customer device, and wherein the customer information is received from the customer device in response to the customer access point detecting the customer device and requesting the customer information from the customer device. ### Claim 6 (depends on 1) The method of claim 1, further comprising receiving service completion information that identifies a result of the service provided to the customer in accordance with the customer contact plan. ### Claim 7 (depends on 6) The method of claim 6, further comprising updating, by the computing system, a customer profile associated with the customer with the service completion information. ### Claim 8 (depends on 1) The method of claim 1, wherein the customer contact plan comprises a predicted reason for the customer requiring the service. ### Claim 9 A system comprising: a processor; and a memory storing computer-executable instructions that, when executed by the processor, cause the processor to perform operations comprising receiving customer information from a customer access point that requests the customer information from a customer device associated with a customer and receives the customer information from the customer device associated with the customer, generating a customer contact plan based at least in part upon the customer information, the customer contact plan being useable by an individual to provide a service to a customer associated with the customer information, and presenting the customer contact plan to the individual so that the individual can utilize the customer contact plan to provide the service to the customer. ### Claim 10 (depends on 9) The system of claim 9 wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising receiving additional customer information form a customer database, the additional information comprising sales information, service information, billing information, installation information, device repair information, customer service chat record information, customer service call record information, customer service email record information, appointment information for an appointment associated with the customer, social network information associated with the customer, or any combination thereof. ### Claim 11 (depends on 9) The system of claim 9, wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising receiving location information associated with the customer, and wherein the computer-executable instructions that, when executed by the processor, cause the processor to perform the operations comprising generating the customer contact plan comprise computer-executable instructions that, when executed by the processor, cause the processor to perform the operations comprising generating the customer contact plan in response to receiving the location information associated with the customer and determining that the location information indicates that the customer is within a predetermined distance of a store associated with the customer access point. ### Claim 12 (depends on 9) The system of claim 9, wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising detecting the customer device associated with the customer and wherein the customer information is received from the customer device at the customer access point in response to the customer access point detecting the customer device and requesting the customer information. ### Claim 13 (depends on 9) The system of claim 9, wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising receiving service completion information that identifies a result of the service provided to the customer in accordance with the customer contact plan. ### Claim 14 (depends on 13) The system of claim 13, wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising updating a customer profile associated with the customer with the service completion information. ### Claim 15 (depends on 9) The system of claim 9, further comprising a display, and wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations comprising presenting the customer contact plan to the individual comprise computer-executable instructions that, when executed by the processor, cause the processor to perform the operations comprising presenting the customer contact plan to the individual via the display. ### Claim 16 A computer storage medium having computer-executable instructions stored thereon that, when executed by a processor, cause the processor to perform operations comprising: receiving customer information from a customer access point that requests the customer information from a customer device associated with a customer and receives the customer information from the customer device associated with the customer; generating a customer contact plan based at least in part upon the customer information, the customer contact plan being useable by an individual to provide a service to a customer associated with the customer information; and presenting the customer contact plan to the individual so that the individual can utilize the customer contact plan to provide the service to the customer. ### Claim 17 (depends on 16) The computer storage medium of claim 16, wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising receiving additional customer information form a customer database, the additional information comprising sales information, service information, billing information, installation information, device repair information, customer service chat record information, customer service call record information, customer service email record information, appointment information for an appointment associated with the customer, social network information associated with the customer, or any combination thereof. ### Claim 18 (depends on 16) The computer storage medium of claim 16, wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising receiving location information associated with the customer, and wherein the computer-executable instructions that, when executed by the processor, cause the processor to perform the operations comprising generating the customer contact plan comprise computer-executable instructions that, when executed by the processor, cause the processor to perform the operations comprising generating the customer contact plan in response to receiving the location information associated with the customer and determining that the location information indicates that the customer is within a predetermined distance of a store associated with the customer access point. ### Claim 19 (depends on 16) The computer storage medium of claim 16, wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising receiving service completion information that identifies a result of the service provided to the customer in accordance with the customer contact plan. ### Claim 20 (depends on 19) The computer storage medium of claim 19, wherein the computer-executable instructions, when executed by the processor, cause the processor to perform the operations further comprising updating a customer profile associated with the service completion information.