System, method, and computer program product for tracking calls
A system, method, and computer program product uses an application that allows people who have websites to track phone calls by how they got to the website. JavaScript may be loaded onto the webpage that tracks how a visitor came to the site, and then displays a phone number that is unique to that visitor. When a call comes in, the application determines which visitor called in, based on the number they dialed and other metrics. This allows the application to match the source of the visit to the phone call itself.
1. A cross-channel customer relationship management system coupled to Internet, the customer relationship management system for displaying different telephone numbers based on a search term or a referring domain used to navigate to a user's webpage, the cross-channel customer relationship management system comprising:
at least one application server including software for matching and tracking incoming voice calls received over the Internet or a telephone network at a customer relations call center, wherein the incoming voice calls are made to telephone numbers displayed on websites viewed by one or more visitors to those websites over the Internet
wherein the at least one application server includes a tracking sets module that contains configuration information about which telephone number to display on a website based on referral source information for a source of a visitor's visit to that website via the Internet,
wherein the referral source information includes at least a domain of a referring web page that is the referral source for the visitor's visit via the Internet, a search string extrapolated from a URL of the referring web page through which the visitor's visit occurred via the Internet, and a tag appended to a URL of the referring web page through which the visitor's visit occurred via the Internet,
wherein the tracking sets module configuration information includes a set of rules that match the referral source information to a telephone number or group of telephone numbers that were previously assigned to the referral source information in the tracking sets module configuration information prior to the visitor's visit for display on the website,
wherein the tracking sets module uses the set of rules to determine which of the voice call telephone numbers to dynamically display to the visitor on the website and dynamically displays the determined voice call telephone number via the Internet to facilitate cross-channel customer relationship management for communication via the Internet and a voice call, based on the referral source information for the visitor's website visit; wherein the set of dynamic display rules includes:
associating the tag appended to the URL with a predetermined pool of the voice call telephone numbers associated with a predefined set of defined referral sources in a dynamic group so that the cross-channel relationship management system inserts a new voice call telephone number from the pool of voice call telephone numbers to each website visitor having the one of the set of defined referral sources, and
associating undefined referral sources with another pool of voice call telephone numbers so that the cross-channel relationship management system inserts a new voice call telephone number from the another pool of voice call telephone numbers to each website visitor having the undefined referral sources, inserting a predetermined voice call telephone number in the website in response to a determination that the referral source is unknown,
wherein an application running on the at least one application server and being coupled to the tracking sets module comprises a logging engine and a logic engine; and
a database coupled to the application running on the at least one application server and receiving, storing, and sending data about the visitor's website visit via the Internet to the logging engine, the data indicating the referral source information associated with display of at least one of the voice call telephone numbers,
wherein the logging engine receives at least one incoming voice call to at least one of the voice call telephone numbers displayed on the website and collects data associated with each of the incoming calls, and
wherein the logic engine determines whether each incoming voice call matches the referral source information for the website by determining whether the called telephone number is in a tracking set stored in the tracking sets module, and
wherein the incoming voice call is connected via a call distributor to an agent and the collected data associated with the incoming voice call is displayed to an agent prior, the collected data comprising referral source information.
2. The system of claim 1 , wherein the logic engine does not match the called telephone number with a visitor when the called telephone number is not in a stored tracking set.
3. The system of claim 1 , wherein the logic engine does not match the called telephone number with a visitor when the called telephone number is in a stored tracking set but not associated with a defined referral source.
4. The system of claim 1 , the logic engine attempts to match the called telephone number with a visitor when the called telephone number is in a pool associated with defined referral sources of-the stored tracking set.
5. The system of claim 4 , wherein when the caller ID and the called telephone number matches a previous call within a duplicate call threshold time period, the logic engine matches the incoming call with the previous call visitor.
6. The system of claim 5 , wherein threshold is time and the called telephone number is not matched with a visitor when the time elapsed between display of the phone number and the incoming call is exceeded.
7. The system of claim 1 , wherein the one of the telephone numbers displayed to the visitor is unique to the user for a defined time period following display of the one phone number via the website.
8. The system of claim 1 , further comprising a sales force automation tool configured to be integrated with the application.
9. A method for matching and tracking incoming calls over a cross-channel customer relationship management system coupled to Internet, the customer relationship management system for displaying different telephone numbers based on a search term or a referring domain used to navigate to a user's webpage, the method comprising:
providing a tracking sets module on an application server that contains configuration information about which telephone number to display on a website based on referral source information for a source of a visitor's visit to that website, wherein the referral source information includes at least a domain of a referring web page that is the referral source for the visitor's visit via the Internet, a search string extrapolated from a URL of the referring web page through which the visitor's visit occurred via the Internet, and a tag appended to a URL of the referring web page through which the visitor's visit occurred via the Internet,
wherein the tracking sets module also contains a set of rules that match the referral source information to a telephone number or group of telephone numbers for display on the website, wherein the tracking sets module uses the set of rules to determine which of the phone numbers to display to the visitor on the website based on the referral source information for the visitor's website visit that were previously assigned to the referral source information in the tracking sets module configuration information prior to the visitor's visit; wherein the set of rules includes:
associating the tag appended to the URL with a predetermined telephone number so that the predetermined telephone number is inserted in that particular website in response to the visitor visiting the particular website from a particular referring webpage,
associating a predefined set of defined referral sources with a pool of telephone numbers so that the cross-channel relationship management system inserts a new phone number from the dynamic group to each website visitor having the defined referral sources in response to the visitor visiting the particular website having and having one of the set of defined referral sources, and
associating undefined referral sources with another pool of phone numbers so that the system inserts a new telephone number from the another pool of voice call telephone numbers to each website visitor having the undefined referral sources, inserting a predetermined voice call telephone number in the website in response to a determination that the referral source is unknown, and
providing an application comprising a logging engine and a logic engine, each of which is associated with the website,
receiving, storing, and sending data about the visitor's website visit via a database to the logging engine, the data indicating the referral source information associated with display of at least one of the telephone numbers
wherein, in response to the one or more users calling phone numbers to initiate an incoming voice call:
collecting the data associated with each of the incoming voice calls; and
determining whether each incoming voice call matches the referral source information for the website by determining whether the called phone number is in a tracking set stored in the tracking sets module,
wherein the incoming voice call is connected via a call distributor to an agent and the collected data associated with the incoming voice call is displayed to an agent, the collected data comprising referral source information.
10. The method of claim 9 , wherein the one of the telephone numbers displayed to the visitor is unique to the user for a defined time period.
11. The method of claim 9 , further comprising:
providing a sales force automation (SFA) tool; and
coupling the SFA tool to said database; and
automatically populating the SFA tool with the data collected by the logging engine.