System and method for exchanging information with a relationship management system
View Patent ↗A method and system for exchanging information with a Relationship Management system that includes a connection unit to bridge first and second communications connections and capture information associated with the first and second communications connections. An interface unit is then used to receive communications connection information from the connection unit and deliver select portions of the communications connection information in a select format to the Relationship Management system.
1. A system for exchanging information with a relationship management system, the system comprising:
a connection unit that bridges first and second communications connections to establish a communications connection between an origin and a destination, the first communications connection with the origin, the origin associated with a client agent, an identity of the client agent being verified by the connection unit, the second communications connection with the destination, the destination associated with a contact, the connection unit further capturing client agent information and contact information derived from the first and second communications connections between the client agent and the contact; and
an interface unit that receives the captured client agent information and contact information from the connection unit and delivers select portions of the captured client agent information and contact information in a select format to a relationship management system.
2. The system according to claim 1 wherein the origin and destination are each a communications device, the communications device being any one of a telephone, a cellular telephone, a personal digital assistance, a pager, a computer, a client interface, a fax device, and a remote computer terminal.
3. The system according to claim 1 wherein the connection unit is any one of a telecommunications switch, an Interactive Voice Response application, a predictive dialer server, a distributed predictive dialer system, an electronic mail server, an Instant Messaging server, a Session Initiated Protocol server, a voice-over-IP server, a Short Message server, and a Multimedia Messaging server.
4. The system according to claim 1 wherein the captured client agent information and contact information includes any one or combination of an origin identifier, a destination identifier, an agent identifier, a contact identifier, an agent name, an agent address, a contact name, a contact address, a contact duration, at least one agent command, at least one contact command, and a contact status.
5. The system according to claim 4 wherein a portion of the captured information is selected to be delivered to the relationship management system based on client-specific preferences.
6. The system according to claim 4 wherein the connection unit captures the client agent information and contact information at any one or combination of the time before the communications are established with the destination, during established communications with the destination, and after communications have ended with the destination.
7. The system according to claim 4 wherein the commands are any one of or combination of dialed digits, pointer clicks, and voice commands.
8. The system according to claim 7 wherein the connection unit includes a DTMF detector that captures the dialed digits.
9. The system according to claim 4 wherein the identifiers are a device address including any one or combination of a telephone number, Internet Protocol address, and an electronic mail address.
10. The system according to claim 4 wherein the identifiers are any one or combination of a name, a username, an agent identification, an office identification number, and identification number.
11. The system according to claim 1 wherein the interface unit formats the captured client agent information and contact information into a data string message, a structured message format, or a binary message for delivery to the relationship management system.
12. The system according to claim 1 wherein the interface unit delivers the select client agent information and contact information in a network message to the relationship management system, the interface unit accessing a web queue service to schedule the message delivery over an IP network, the relationship management system accessing a listener unit to receive the message.
13. The system according to claim 12 wherein the listener unit monitors an IP network and captures the client agent information and contact information sent directly or indirectly from the connection unit, the listener unit further converting the client agent information and contact information into a format required by the relationship management system.
14. The system according to claim 1 wherein the interface unit is capable of delivering the select client agent information and contact information to multiple relationship management systems, the delivered client agent information and contact information being selected for each relationship management system.
15. The system according to claim 14 wherein each relationship management system is associated with a distinct client or a distinct group of clients.
16. The system according to claim 1 wherein the relationship management system is any one of a premise-based and remotely hosted relationship management system.
17. The system according to claim 1 wherein the relationship management system has one or more remote interfaces that enable one or more members of the client's organization to view or modify select information within the relationship management system.
18. The system according to claim 17 wherein the origin includes a remote interface to the relationship management system.
19. The system according to claim 1 wherein the client agent is any one of a sales, customer service, marketing, public service representative, service collections, and member of a client's organization.
20. The system according to claim 1 wherein the relationship management system is a customer relationship system.
21. The system according to claim 1 wherein the client agent information and contact information is delivered in real-time or near real-time to the relationship management system.
22. The system according to claim 1 wherein the interface unit is capable of querying an identifier reverse look-up table or other networked systems to retrieve name, address, or any other relevant information associated with the identity of a communications device.
23. The system according to claim 1 wherein the interface unit is capable of receiving information from the relationship management system to configure the interface unit and any other system connected to the interface unit.
24. The system according to claim 1 wherein the contact is any one or combination of a prospective customer, a customer, an entity related to the client agent, an entity to which the client agent has an obligation, and a person.
25. A method for exchanging information with a relationship management system, the method comprising:
bridging first and second communications connections to establish a communications connection between an origin and a destination, the first communications connection with the origin and a connection unit, the origin associated with a client agent, an identity of the client agent being verified by the connection unit, the second communications connection with the destination and the connection unit, the destination associated with a contact;
capturing client agent information and contact information derived from the first and second communications connections between the client agent and the contact; and
delivering select portions of the captured client agent information and contact information in a select format to a relationship management system.
26. The method according to claim 25 wherein the origin and destination are each a communications device, the communications device being any one of a telephone, a cellular telephone, a personal digital assistance, a pager, a computer, a client interface, and a remote computer terminal.
27. The method according to claim 25 wherein the bridging and capturing are performed by the connection unit, the connection unit being any one of a telecommunications switch, an Interactive Voice Response application, a predictive dialer server, a distributed predictive dialer system, an electronic mail server, an Instant Messaging server, a Session Initiated Protocol server, a voice-over-IP server, a Short Message server, and a Multimedia Messaging server.
28. The method according to claim 25 wherein the captured client agent information and contact information includes any one or combination of an origin identifier, a destination identifier, an agent identifier, a contact identifier, an agent name, an agent address, a contact name, a contact address, a contact duration, at least one agent command, at least one contact command, and a contact status.
29. The method according to claim 28 wherein a portion of the captured information is selected to be delivered to the relationship management system based on client-specific preferences.
30. The method according to claim 28 wherein the client agent information and contact information is captured at any one or combination of the time before the communications are established with the destination, during established communications with the destination, and after communications have ended with the destination.
31. The method according to claim 28 wherein the commands are any one of or combination of dialed digits, pointer clicks, and voice commands.
32. The method according to claim 31 wherein a DTMF detector captures the dialed digits.
33. The method according to claim 28 wherein the identifiers are a device address including any one or combination of a telephone number, Internet Protocol address, and an electronic mail address.
34. The method according to claim 28 wherein the identifiers are any one or combination of a name, a username, an agent identification, an office identification number, and an identification number.
35. The method according to claim 25 wherein an interface unit formats the captured client agent information and contact information into a data string message, a structured message format, or a binary message for delivery to the relationship management system.
36. The method according to claim 25 wherein delivering of the select client agent information and contact information is performed by an interface unit that sends a network message to the relationship management system, the interface unit accessing a web queue service to schedule the message delivery over an IP network, the relationship management system accessing a listener unit to receive the message.
37. The method according to claim 36 wherein the listener unit monitors an IP network and captures the client agent information and contact information delivered directly or indirectly, the listener unit further converting the client agent information and contact information into a format required by the relationship management system.
38. The method according to claim 25 wherein the select client agent information and contact information is delivered to multiple relationship management systems, the delivered client agent information and contact information being selected for each relationship management system.
39. The method according to claim 38 wherein each relationship management system is associated with a distinct client or a distinct group of clients.
40. The method according to claim 25 wherein the relationship management system is any one of a premise-based and remotely hosted relationship management system.
41. The method according to claim 25 wherein the relationship management system has one or more remote interfaces that enable one or more members of the client's organization to view or modify select information within the relationship management system.
42. The method according to claim 41 wherein the origin includes a remote interface to the relationship management system.
43. The method according to claim 25 wherein the client agent is any one of a sales, customer service, marketing, public service representative, collections management, and member of a client's organization.
44. The method according to claim 25 wherein the relationship management system is a customer relationship system.
45. The method according to claim 25 wherein the client agent information and contact information is delivered in real-time or near real-time to the relationship management system.
46. The method according to claim 25 further comprising querying an identifier reverse look-up table or other networked systems to retrieve name, address or any other relevant information associated with the identities of the origin and destination
47. The method according to claim 25 further comprising receiving information from the relationship management system.
48. The method according to claim 25 wherein the contact is any one or combination of a prospective customer, a customer, an entity related to the client, an entity to which the client has an obligation, and a person.
49. A system for exchanging information with a relationship management system, the system comprising:
means for bridging first and second communications connections to establish a communications connection between an origin and a destination, the first communications connection with the origin, the origin associated with a client agent, an identity of the client agent being verified by a connection unit, the second communications connection with the destination, the destination associated with a contact;
means for capturing client agent information and contact information derived from the first and second communications connections between the agent and the contact; and
means for delivering select portions of the captured client agent information and contact information in a select format to a relationship management system.
50. A non-transitory computer program product comprising a computer readable medium having a computer readable program, wherein the computer readable program when executed on a computer causes the computer to:
bridge first and second communications connections to establish a communications connection between an origin and a destination, the first communications connection with the origin, the origin associated with a client agent, an identity of the client agent being verified by a connection unit, the second communications connection with the destination, the destination associated with a contact;
capture client agent information and contact information associated with the first and second communications connections between the client agent and the contact; and
deliver select portions of the captured client agent information and contact information in a select format to a relationship management system.