Method and system for profiling multi-channel consumers in a call center environment

A system for providing information related to a user's web browser session to an agent, while the agent is processing a call from the user, comprising:

• a profiling controller for creating an association between a telephone number to be entered by the user and the user's web browser session maintained at a web server and for tagging the telephone number with a time value when the telephone number is associated with the user's web browser session, wherein the telephone number is selected from a pool of telephone numbers and wherein the time value indicates an amount of time during which the telephone number can be used in connection with the associated web browser session before the telephone number is returned to the pool of telephone numbers for reuse;
• and
• a call center for receiving a telephone call from the user, wherein the user employs the telephone number to place the telephone call by entering the telephone number on a telephone;
• wherein the profiling controller
• (i) determines, upon receipt of the telephone call from the user, the telephone number with which the user placed the call;
• (ii) uses the determined telephone number and the association to identify the information related to the user's web browser session;
• (iii) selects a marketing algorithm from a plurality of precision marketing algorithm based at least in part on at least a part of the information related to the user's web browser session;
• (iv) routes the telephone call, the selected marketing algorithm and the information related to the user's web browser session to the agent;
• and
• (v) processes the information related to the user's web browser session to generate derived data, and provides the derived data to the agent, wherein the profiling controller identifies products or services related to products or services the user has been viewing on the web browser.

A non-transitory, machine readable media having stored thereon a sequence of instructions which, when executed by a processor cause the processor to perform the following:

• creating at a profiling controller an association between a telephone number to be entered by the user and the user's web browser session maintained at a web server, wherein the telephone number is selected from a pool of telephone numbers;
• tagging at the profiling controller the telephone number with a time value when the telephone number is associated with the user's web browser session, wherein the time value indicates an amount of time during which the telephone number can be used in connection with the associated web browser session before the telephone number is returned to the pool of telephone numbers for reuse;
• receiving at a call center a telephone call from the user, wherein the user employs the telephone number to place the telephone call by entering the telephone number on a telephone;
• upon receipt of the telephone call from the user, determining at the profiling controller the telephone number with which the user placed the call, and using the determined telephone number and the association to identify at the profiling controller the information related to the user's web browser session;
• selecting at the profiling controller a marketing algorithm from a plurality of precision marketing algorithms based at least in part on at least a part of the information related to the user's web browser session;
• routing from the profiling controller the telephone call, the selected marketing algorithm and the information related to the user's web browser session to the agent;
• and
• processing the information related to the user's web browser session to generate derived data and providing the derived data to the agent, wherein the processing further includes identifying products or services related to products or services the user has been viewing on the web browser.