Customer Service Controller

A system comprising:

• a receiver module operable to receive, from a telephony system, identification data identifying a caller;
• a query generator operable to obtain from a database order information related to the caller that includes information on previously received currently pending orders to trade futures and/or options contracts as visible to a market which is actively trading therein;
• an output interface operable to present the obtained order information to an agent;
• an input interface operable to receive instructions from the agent representing a plurality of requests of the caller, each of the plurality of requests comprising one or more of cancelling all orders by the firm, canceling all orders by the trader, cancelling specific orders by the trader for more than one product, cancelling orders by more than one trader for a specific product, cancelling individual orders, changing the quantity of an individual order, and changing the quantity of a set of orders for a trader or a firm;
• the input interface being further operative to prioritize the plurality of requests based on a predetermined priority algorithm which is based on market risk and/or execution risk associated with the previously received currently pending orders;
• the input interface being further operable to receive instructions from the agent to fulfill the plurality of requests of the caller;
• and
• an update module operable to send an update to the database based on the instructions received from the agent and the prioritization of the plurality of requests.

A method comprising:

• receiving identification data from a telephony system identifying a caller;
• obtaining, based on instructions from a processor via an authenticated query to at least one external database in response to the identification data, order information related to the caller that includes information on previously received currently pending orders to trade futures and/or options contracts as visible to a market which is actively trading therein;
• displaying a response from the at least one external database on an output interface;
• receiving instructions from an agent representing a plurality of requests of the caller, each of the plurality of requests comprising one or more of cancelling all orders by the firm, canceling all orders by the trader, cancelling specific orders by the trader for more than one product, cancelling orders by more than one trader for a specific product, cancelling individual orders, changing the quantity of an individual order, and changing the quantity of a set of orders for a trader or a firm;
• prioritizing the plurality of requests based on a predetermined priority algorithm which is based on market risk and/or execution risk;
• receiving instructions to fulfill the plurality of requests of the caller;
• and
• updating the at least one external database based on the instructions and the prioritization of the plurality of requests.