US 6,889,195 B2Granted

System and method for utilizing a computer network in conjunction with traditional telemarketing

AssigneeCIM Ltd.

InventorMalcom B. Strandberg

Life of this patent

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Abstract

A system for contacting an interested party utilizing a computer network includes an interested party database including a field containing a first e-mail address used to address an e-mail message to an interested party and an e-mail general or responsive to the first e-mail address and generating the first e-mail message addressed to the first e-mail address of the interested party. The generator also sends the first e-mail message to the interested party's first e-mail address. The first e-mail message includes a response message portion including a second e-mail message. The second e-mail message is addressed to a second e-mail address (sending party's e-mail address. The response message portion is responsive to the first e-mail message being read, for sending the second e-mail message to the sending party's e-mail address. The system further includes a database responsive to the second e-mail message storing data associated therewith.

Claims17

Dependent claims

A system for contacting an interested party utilizing a computer network, said system comprising:

at least one interested party database including at least one field of information containing at least a first electronic-mail address, for addressing a first electronic-mail message to a first interested party;
at least one electronic-mail generator, responsive to said first electronic-mail address, for generating said first electronic-mail message, said first electronic-mail message including at least one electronic address of at least one source of information accessible by said first interested party via said computer network, and for sending said first electronic-mail message to said first electronic-mail address of said first interested party, said first electronic-mail message further including a unique ID distinct from said first electronic-mail address and specific to said first electronic-mail message and identifying said interested party;
at least one call center controller, electronically connected to said source of information and to at least one call center agent, for monitoring said source of information to detect when said first interested party has accessed said source of information via said computer network, and for detecting said unique ID information allowing said call center to identify said interested party and said first electronic-mail message, and for connecting at least one call center agent to said first interested party while said first interested party is accessing said source of information.

A method of connecting an interested party to at least one call center agent at a call center utilizing a computer network, said method comprising the acts of:

retrieving, at a call center controller, an electronic-mail (e-mail) address of an interested party from an interested party database;
generating, formatting and addressing an e-mail message to said interested party, said e-mail message including a message portion and a response portion, said message portion including an electronic address of a source of information available to said interested party, said response portion including a unique ID distinct from said e-mail address of said interested party and identifying said interested party and said e-mail message;
sending said e-mail message to said interested party;
storing a date and time that said e-mail message is sent to said interested party;
sending said e-mail message response portion, including said unique ID identifying said interested party to said call center that sent said e-mail message upon receipt of said e-mail message by said interested party;
monitoring, using said call center controller, said source of information and generating and sending an interested party present signal to said call center when said interested party accesses said source of information, said signal including said unique ID information allowing said call center to identify said interested party and said e-mail message;
and
establishing an electronic chat link between at least one call center agent and said interested party, said electronic chat link being initiated by said call center controller.

5 more elements

A method of connecting an interested party to at least one call center agent at a call center utilizing a computer network, said method comprising the acts of:

retrieving, at a call center controller, an electronic-mail (e-mail) address of an interested party from an interested party database;
generating, formatting and addressing an e-mail message to said interested party, said e-mail message including a message portion and a response portion, said message portion including an electronic address of a source of information available to said interested party, said response portion including a unique ID distinct from said e-mail address of said interested party and identifying said interested party and said e-mail message;
sending said e-mail message to said interested party;
storing a date and time that said e-mail message is sent to said interested party;
sending said e-mail message response portion, including said unique ID identifying said interested party to said call center that sent said e-mail message upon receipt of said e-mail message by said interested party;
monitoring, using said call center controller, said source of information and generating and sending an interested party present signal to said call center when said interested party accesses said source of information, said signal including said unique ID information allowing said call center to identify said interested party and said e-mail message;
and
retrieving a telephone number for said interested party from said interested party database and attempting to establish voice communications between at least one call center agent and said interested party.

5 more elements

Dependencies are inferred from the claim text.

Facts

Application: 09/153,684Filed 15 Sep 1998
Published: US 2002/0161589 A131 Oct 2002
Granted: 3 May 2005
Term ends: Not estimatedThe source records don’t support an estimate.

Classification3 codes

G06Q 10/107
Office automation; Time management: computer-aided management of electronic mailing [e-mailing]
G06Q 10/063
Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling: operations research,…
G06Q
Information and communication technology [ict] specially adapted for administrative, commercial, financial, managerial