# US 8,788,582 B2 · Comprehensive coordinated communication system > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 8,788,582 B2 - Document ID: US8788582B2 - Status: Granted - Kind: B2 - Application number: 12/363,367 - Filed: 2009-01-30 - Published: 2010-08-05 - Granted: 2014-07-22 - Earliest claimed: 2009-01-30 - Assignees: Bank of America Corporation - Applicants: Eric R. Heiss; Scott Huie; Dariane Katinka Hunt - Inventors: Eric R. Heiss; Scott Huie; Dariane Katinka Hunt - Web page: https://patentgrep.com/patent/US8788582B2 ## CPC - G06Q 10/10: Office automation; Time management - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR ## Abstract Embodiments of the present invention provide a method and system for a first party providing a comprehensive coordinated communication system by enabling initiation of a communication interaction between a first party and a second party, presenting a plurality of communication channels from which one of the parties can make a selection, displaying an interface for using the selected communication channel for a communication interaction between the two parties, and creating a record of the communication interaction, wherein either of the two parties can retrieve the record. The invention can be implemented via a stand-alone computing system or such a system interconnected with other platforms or data stores by a network, such as a corporate intranet, a local area network, or the internet. ## Claims ### Claim 1 A computer method of a first party providing a comprehensive coordinated communication system, comprising: enabling, by a processing device, 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, by the processing device, 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, by the processing device, 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, by the processing device, a selection of one of the plurality of communication channels from the second user to use for the communication interaction; displaying, by the processing device, an interface for using the selected communication channel; and creating, by the processing device, a record of the communication interaction, wherein either the first party or the second party can retrieve the record. ### Claim 2 (depends on 1) The method of claim 1, wherein the comprehensive coordinated communication system comprises a secure environment. ### Claim 3 (depends on 1) The method of claim 1, wherein the portal is an online space for the customer, wherein the customer views the communication interactions from the financial institution and a display of the plurality of communication channels available for each of the communication interactions. ### Claim 4 (depends on 1) The method of claim 1, wherein the plurality of communication channels comprises an instant messaging channel, an email channel, a telephone channel, and an in-person appointment channel. ### Claim 5 (depends on 4) The method of claim 4, wherein at least one of the email channel, the instant messaging channel, and the telephone channel comprises a search capability. ### Claim 6 (depends on 5) The method of claim 5, wherein the search capability comprises a first dropdown menu displaying a selection of communication topics. ### Claim 7 (depends on 6) The method of claim 6, wherein the search capability further comprises a second dropdown menu displaying a selection of communication subtopics. ### Claim 8 (depends on 7) The method of claim 7, wherein the search capability comprises a responsive search field wherein a user can enter a search query. ### Claim 9 (depends on 8) The method of claim 8, wherein the search capability provides access to at least one communication channel in response to the search query. ### Claim 10 (depends on 1) The method of claim 1, wherein presenting the plurality of communication channels comprises denying access to at least one of the plurality of communication channels. ### Claim 11 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. ### Claim 12 (depends on 11) The computer program product of claim 11, wherein the comprehensive coordinated communication system comprises a secure environment. ### Claim 13 (depends on 11) The computer program product of claim 11, wherein the portal is an online space for the customer, wherein the customer views the communication interactions from the financial institution and a display of the plurality of communication channels available for each of the communication interactions. ### Claim 14 (depends on 11) The computer program product of claim 11, wherein the plurality of communication channels comprises an instant messaging channel, an email channel, a telephone channel, and an in-person appointment channel. ### Claim 15 (depends on 14) The computer program product of claim 14, wherein at least one of the email channel, the instant messaging channel, and the telephone channel comprises a search capability. ### Claim 16 (depends on 15) The computer program product of claim 15, wherein the search capability comprises a first dropdown menu displaying a selection of communication topics. ### Claim 17 (depends on 16) The computer program product of claim 16, wherein the search capability further comprises a second dropdown menu displaying a selection of communication subtopics. ### Claim 18 (depends on 15) The computer program product of claim 15, wherein the search capability comprises a responsive search field wherein a user can enter a search query. ### Claim 19 (depends on 18) The computer program product of claim 18, wherein the search capability provides access to at least one communication channel in response to the search query. ### Claim 20 (depends on 11) The computer program product of claim 11, wherein presenting a plurality of communication channels comprises denying access to at least one of the plurality of communication channels. ### Claim 21 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. ### Claim 22 (depends on 21) The system of claim 21, wherein the portal is an online space for the customer, wherein the customer views the communication interactions from the financial institution and a display of the plurality of communication channels available for each of the communication interactions. ### Claim 23 (depends on 21) The system of claim 21, wherein the plurality of communication channels comprises an instant messaging channel, an email channel, a telephone channel, and an in-person appointment channel. ### Claim 24 (depends on 21) The system of claim 21, wherein the processing device configured to present the plurality of communication channels comprises denying access to at least one of the plurality communication channels. ### Claim 25 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.