Multi channel, automated communication and resource synchronization
Methods and systems that allow multiple channels of communication between multiple users via a platform that automatically integrates and synchronizes the resources of each user during the communication are described. The systems comprise a platform capable of handling multiple types of communications with multiple users and systems. The platform contains a browser, one or more servers for handling communications between the platform and user devices that are external to the platform, a speech engine for converting text to speech and vice versa, a chat server, an email server, a text server, a data warehouse, a scheduler, a workflow/rules engine, a reports server, and integration APIs that can be integrated with 3 rd party systems and allow those systems to be integrated with the platform. The platform is linked to multiple users (and their devices or systems) through a communications network. Each user can select a preferred communication mode that includes the device, software, and desired communication channel. The platform is able to match the preferred communication mode between multiple users, allowing the users to communicate with each other using their preferred mechanism as well as their preferred communication mode. With such a configuration, the methods for communicating between multiple users are more efficient, effective, and reliable, with increased visibility and accountability between the users. Other embodiments are described.
1. A communication method, comprising:
providing a communications platform capable of handling multiple types of communications with multiple users, comprising:
a browser for a communications network, the browser configured to interact with and organize information about the multiple communication types and the multiple users;
a server for handling communications between the platform and user devices that are external to the platform;
a database configured to store user data comprising a preferred communication mode and contact protocol for a given user;
a speech engine for converting text to speech, for converting speech to text, or both;
a mining engine configured to analyze the communication data flowing through and present in the platform; and
a network interface;
connecting a communications network to the network interface of the communications platform;
using the browser to provide an interface between the communication platform and the communications network, the interface configured for the platform to interact with various types of user devices and communication modes;
connecting first and second user devices from first user and second users to the communications network at the same time using each users' preferred contact protocol;
determining a communication mode for the first user and the second user based on the user data in the database, wherein the first user employs a first communication mode with first mode components and the second user employs a second communication mode with second mode components that is different than the first communication mode;
allowing the first and second users to communicate with each other in parallel using the platform and each user's respective communication mode while each user is connected to the communications network;
synchronizing the communication between the first user and the second user by matching the mode components from the first communication mode to the mode components of the second communication mode to minimize the time needed by both the first and second user for the communication; and
using the mining engine to optimize operation of the platform.
2. The method of claim 1 , wherein the communication mode is determined by the platform.
3. The method of claim 1 , wherein the communication mode is determined by the user.
4. The method of claim 1 , wherein the mode components include the type of user device, the software operating on the user device, and the communication channel for the user and wherein the communication mode is determined using these three mode components.
5. The method of claim 4 , wherein the communication channel comprises phone communication, VOIP, email, chat, text messaging, SMS, social networking, instant messaging, internet communication, voice mail, answering machines, video communication, APIs, web pages, web services, or a combination thereof.
6. The method of claim 4 , wherein the type of user device comprises a desktop computer, a laptop computer, a server, a telephone, a mobile or cellular phone, a personal digital assistant (such as a Palm Pilot, iPaq, Blackberry device), an automated calling system, any known interactive voice response device, an answering machine, a portable electronic device, a mobile hand held device, any electronic device containing computing software or an application programming interface, or any combinations thereof.
7. The method of claim 1 , further comprising using the platform to collect data from the first user device and the second user device, the collected data including financial data about the first and second users.
8. The method of claim 1 , further comprising allowing the first or second user to customize the mode components in the first or second communication mode.
9. A communication method, comprising:
providing a communications platform capable of handling multiple types of communications with multiple users, comprising:
a browser for a communications network, the browser configured to interact with and organize information about the multiple communication types and the multiple users;
a server for handling communications between the platform and user devices that are external to the platform;
a database configured to store user data comprising a preferred communication mode and contact protocol for a given user;
a mining engine configured to analyze the communication data flowing through and present in the platform;
a speech engine for converting text to speech, for converting speech to text, or both; and
a network interface;
connecting a communications network to the network interface of the communications platform;
user the browser to provide an interface between the communication platform and the communications network, the interface configured for the platform to interact with various types of user devices and communication modes;
connecting first and second user devices from first and second users to the communications network at the same time using each user's preferred contact protocol;
determining a communication mode for the first user and the second user based on the user data in the database, wherein the first user employs a first communication mode with first mode components and the second user employs a second communication mode with second mode components different than the first communication mode;
allowing the first user to communicate using a first communication mode while at substantially the same time allowing the second user to communicate using a second communication mode; and
synchronizing the communication between the first user and the second user by matching the mode components from the first communication mode to the mode components of the second communication mode to minimize the time needed by both the first and second user for the communication; and
using the mining engine to optimize operation of the platform.
10. The method of claim 9 , wherein each communication mode is determined by the platform.
11. The method of claim 9 , wherein each communication mode is determined by each user.
12. The method of claim 9 , wherein the mode components include the type of user device, the software operating on the user device, and the communication channel for the user and wherein the communication mode is determined using these three mode components.
13. The method of claim 12 , wherein each communication channel comprises phone communication, VOIP, email, chat, text messaging, SMS, or instant messaging, internet communication, voice mail, answering machines, video communication, APIs, web pages, web services, or a combination thereof.
14. The method of claim 12 , wherein the type of user device comprises a desktop computer, a laptop computer, a server, a telephone, a mobile or cellular phone, a personal digital assistant (such as a Palm Pilot, iPaq, Blackberry device), an automated calling system, any known interactive voice response device, an answering machine, a portable electronic device, a mobile hand held device, any electronic device containing computing software or an application programming interface, or any combinations thereof.
15. The method of claim 9 , further comprising using the platform to collect data from the first user device and the second user device, the collected data including financial data about the first and second users.
16. The method of claim 15 , wherein the communication between multiple users transpires in parallel.
17. The method of claim 9 , further comprising allowing the first or second user to customize the mode components in the first or second communication mode.
18. A communication method, comprising:
providing a communications platform capable of handling multiple types of communications with multiple users through a network interface;
connecting a communications network to the network interface of the communications platform;
providing an interface between the communication platform and the communications network, the interface configured for the platform to interact with various types of user devices and communication modes;
connecting first and second user devices from first and second users to the communications network at substantially the same time;
determining a communication mode for a first user, wherein the first user employs a first communication mode with first mode components;
determining a communication mode for a second user, wherein the second user employs a second communication mode with second mode components different than the first communication mode;
allowing the first user to communicate using the first communication mode while at the same time allowing the second user to communicate using a second communication mode;
synchronizing the communication between the first user and the second user by matching the mode components from the first communication mode to the mode components of the second communication mode to minimize the time needed by both the first and second user for the communication; and
using the platform to collect data from the first user device and the second user device, the collected data including the first or second mode components; and
using the platform to monitor the collected data to identify factors that slow the communication.
19. The method of claim 18 , wherein the first and second communication modes are determined by the platform, by each user, or by a combination thereof.
20. The method of claim 18 , wherein the mode components include the type of user device, the software operating on the user device, and the communication channel for the user and wherein the communication mode is determined using these three mode components.
21. The method of claim 18 , further comprising correcting the factors to speed up the communication between the first and second user.
22. The method of claim 21 , wherein the communication between multiple users transpires in parallel.
23. The method of claim 18 , wherein the collected data that is monitored comprises fault and performance data.