Comprehensive coordinated communication system

A computer program product, the computer program product comprising a non-transitory medium with a computer readable program code embodied therein, the computer readable program code for execution by an instruction execution platform to implement a method of providing a comprehensive coordinated communication system, the method comprising:

• enabling initiation of a communication interaction between a first party and a second party, wherein the first party and the second party both have the ability to initiate the communication interaction, and wherein the initiation of the communication interaction may be undertaken by the first party or by the second party, wherein the first party is a financial institution and the second party is a customer, and wherein enabling initiation of the communication interaction is based on a communication trigger;
• presenting a plurality of communication channels to the second party when the communication trigger is an event-specific or customer-specific communication from the first party regarding a relationship between the first party and the second party, and wherein the plurality of communication channels provided are based on subject matter of the event-specific or customer-specific communication and the availability of the plurality of communication channels as determined by the first party;
• presenting the plurality of communication channels to the second party when the communication trigger is a search for a topic through a portal provided by the first party, and the plurality of communication channels are based on the topic and the availability of the plurality of communication channels as determined by the first party;
• receiving a selection of one of the plurality of communication channels from the second party to use for the communication interaction;
• displaying an interface for using the selected communication channel;
• and
• creating a record of the communication interaction, wherein either the first party or the second party can retrieve the record.

A system of providing a comprehensive coordinated communication functionality, the system comprising:

• a memory device;
• and
• a processing device operatively coupled to the memory device, wherein the processing device is configure to:
• enable initiation of a communication interaction between a first party and a second party, wherein the first party and the second party both have the ability to initiate the communication interaction, and wherein the initiation of the communication interaction may be undertaken by the first party or by the second party, wherein the first party is a financial institution and the second party is a customer, and wherein enabling initiation of the communication interaction is based on a communication trigger;
• present a plurality of communication channels to the second party when the communication trigger is an event-specific or customer-specific communication from the first party regarding a relationship between the first party and the second party, and wherein the plurality of communication channels provided are based on subject matter of the event-specific or customer-specific communication and the availability of the plurality of communication channels as determined by the first party;
• present the plurality of communication channels to the second party when the communication trigger is a search for a topic through a portal provided by the first party, and the plurality of communication channels are based on the topic and the availability of the plurality of communication channels as determined by the first party;
• receive a selection of one of the plurality of communication channels from the second party to use for the communication interaction;
• display an interface for using the selected communication channel;
• and
• create a record of the communication interaction, wherein either the first party or the second party can retrieve the record.

An apparatus for providing a comprehensive coordinated communication system, comprising:

• means for enabling initiation of a communication interaction between a first party and a second party, wherein the first party and the second party both have the ability to initiate the communication interaction, wherein the initiation of the communication interaction may be undertaken by the first party or by the second party, and wherein the first party is a financial institution and the second party is a customer, and wherein enabling initiation of the communication interaction is based on a communication trigger;
• means for presenting a plurality of communication channels to the second party when the communication trigger is an event-specific or customer-specific communication from the first party regarding a relationship between the first party and the second party, and wherein the plurality of communication channels provided are based on subject matter of the event-specific or customer-specific communication and the availability of the plurality of communication channels as determined by the first party;
• means for presenting the plurality of communication channels to the second party when the communication trigger is a search for a search topic through a portal provided by the first party, and the plurality of communication channels are based on the search topic and the availability of the plurality of communication channels as determined by the first party;
• means for receiving a selection of one of the plurality of communication channels from the second party to use for the communication interaction;
• means for displaying an interface for using the selected communication channel;
• and
• means for creating a record of the communication, wherein either the first party or the second party can retrieve the record.