System and Method of Capturing, Tracking, Composing, Analyzing and Automating Analog and Digital Interactions
AssigneeNextiva, Inc.
InventorsTomas Gorny, Raymond Allan Harker
Life of this patent
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Abstract
A system and method are disclosed for capturing, tracking, analyzing and automating analog and digital interactions. Embodiments include a system comprising one or more end user systems, one or more entity systems, and a computer operatively coupled to a display device. The computer is configured to monitor one or more communications on first and second communication channels between the end user and entity systems, group the one or more communications on the first and second communication channels by communication subject, and display the grouped communications on the display device.
Claims20
An architecture for servicing multiple communication channels through a graphical user interface, wherein the architecture comprises a server and a database, wherein the server further comprises an administration module, a graphical user interface module and a channel interaction module, and wherein the architecture is configured to:
- monitor, by the channel interaction module, one or more interactions between one or more end user systems and one or more entity systems, and store interaction data of the one or more interactions;
- access, by the administration module, entity data and end user data;
- transmit, by the administration module to the graphical user interface module, the entity data, the end user data, accounts and contacts;
- display, by graphical user interface module, the accounts on an account screen and the contacts on a contact screen;
- access, by the administration module, the interaction data comprising dates and times at which particular interactions occurred for the one or more interactions;
- transmit, by the administration module, the interaction data to the graphical user interface module;
- display, by the graphical user interface module, the dates and the times on a calendar screen;
- determine, by the administration module, if a particular interaction activity is sent in context to a particular topic;
- and
- display, by the graphical user interface module, information regarding case interaction, sale interaction, and contact interaction.
A computer-implemented method for servicing multiple communication channels through a graphical user interface, comprising:
- providing an architecture comprising a server and a database, the server further comprising an administration module, a graphical user interface module, and a channel interaction module;
- monitoring, by the channel interaction module, one or more interactions between one or more end user systems and one or more entity systems, and store interaction data of the one or more interactions;
- accessing, by the administration module, entity data and end user data;
- transmitting, by the administration module to the graphical user interface module, the entity data, the end user data, accounts and contacts;
- displaying, by graphical user interface module, the accounts on an account screen and the contacts on a contact screen;
- accessing, by the administration module, the interaction data comprising dates and times at which particular interactions occurred for the one or more interactions;
- transmitting, by the administration module, the interaction data to the graphical user interface module;
- displaying, by the graphical user interface module, the dates and the times on a calendar screen;
- determining, by the administration module, if a particular interaction activity is sent in context to a particular topic;
- and
- displaying, by the graphical user interface module, information regarding case interaction, sale interaction, and contact interaction.
A non-transitory computer-readable storage medium embodied with software for servicing multiple communication channels through a graphical user interface, the software when executed by a computer is configured to:
- monitor, by a channel interaction module of a server, one or more interactions between one or more end user systems and one or more entity systems, and store interaction data of the one or more interactions;
- access, by an administration module of the server, entity data and end user data;
- transmit, by the administration module to a graphical user interface module of the server, the entity data, the end user data, accounts and contacts;
- display, by graphical user interface module, the accounts on an account screen and the contacts on a contact screen;
- access, by the administration module, the interaction data comprising dates and times at which particular interactions occurred for the one or more interactions;
- transmit, by the administration module, the interaction data to the graphical user interface module;
- display, by the graphical user interface module, the dates and the times on a calendar screen;
- determine, by the administration module, if a particular interaction activity is sent in context to a particular topic;
- and
- display, by the graphical user interface module, information regarding case interaction, sale interaction, and contact interaction.
Dependencies are inferred from the claim text.