Method and system for selecting a communication means

A system for selecting communication means, comprising:

• a processor;
• a memory accessible to the processor storing programs and data objects therein, the programs including a monitoring subsystem and an online records application:
• an interface for receiving a request by a current user for a recommended communication means for a target contact;
• a display;
• and
• a data analyzer
• wherein the processor is operative to execute the records application cooperatively with the data analyzer to perform the steps of monitoring the request and searching data of prior communication attempts by prior other users with one or more prior target contacts using different communication means, wherein the current user and the prior other users fall within a common first defined category and the target contact and the prior target contacts each fall within one of a plurality of second defined categories, wherein the first defined category and the second defined categories are respective organizational categories selected from the group consisting of an organizational structural level, a department, a group of people having a given relationship to another group of people, and a social network membership, and wherein the data includes a respective indication of success of the different communication means of the prior communication attempts by the prior other users with ones of the prior target contacts having the same second defined category as the target contact;
• obtaining the indication of success by evaluating one or more of a speed of communication response, and a length of communication;
• selecting the recommended communication means from among the different communication means according to the indication of success thereof and
• presenting the recommended communication means for the current user on the display.

A computer software product for selecting communication means, the product comprising a computer-readable storage medium in which computer-executable instructions are stored, which instructions, when executed by a computer cause the computer to perform the steps of:

• receiving a request by a current user for a recommended communication means for a target contact;
• searching data of prior communication attempts by prior other users with one or more prior target contacts using different communication means, wherein the current user and the prior other users fall within a common first defined category and the target contact and the prior target contacts each fall within one of a plurality of second defined categories, wherein the first defined category and the second defined categories are respective organizational categories selected from the group consisting of an organizational structural level, a department, a group of people having a given relationship to another group of people, and a social network membership;
• respectively determining a success score of the different communication means of the prior communication attempts by the prior other users with ones of the prior target contacts having the same second defined category as the target contact, wherein determining the success score comprises evaluating one or more of a speed of communication response, and a length of communication;
• and
• selecting the recommended communication means from among the different communication means according to the success score thereof, and providing the recommended communication means for the current user.

A method of providing a service to a customer over a network, the service comprising:

• receiving, via the network a request by the customer for a recommended communication means for a target contact;
• searching data of prior communication attempts by prior other users with one or more prior target contacts using different communication means, wherein the customer and the prior other users fall within a common first defined category and the target contact and the prior target contacts fall respectively within one of a plurality of second defined categories, wherein the first defined category and the second defined categories are respective organizational categories selected from the group consisting of an organizational structural level, a department, a group of people having a given relationship to another group of people, and a social network membership;
• respectively determining a success score of the different communication means of the prior communication attempts by the prior other users with ones of the prior target contacts having the same second defined category as the target contact, wherein determining the success score comprises evaluating one or more of a speed of communication response, and a length of communication;
• and
• selecting the recommended communication means from among the different communication means according to the success score thereof, and providing the recommended communication means for the customer.