Integrating embedded links with call center operation
View Patent ↗In various embodiments, advertising campaigns can be defined that incorporate technologies such as two-dimensional bar codes or embedded links in electronic material, for directing a user to communicate with a call center. For instance, in particular embodiments, the reading of a two-dimensional bar code may cause a communication to be sent to, and received at, the call center, where a calling campaign associated with an advertising campaign is identified using information associated with the communication. Likewise, in particular embodiments, the activation of an embedded link may cause a communication to be sent to a publisher, who sends a communication to the call center. Upon determining the calling campaign, an appropriate agent is selected and a communication, such as a voice call, is initiated to the user. In particular instances, if a no-answer condition is reached as a result of the communication, another communication may be scheduled for a later time.
1. A method comprising the steps of:
receiving by at least one computer processor a first communication sent from a distributor of electronic reading material, the first communication comprising contact information for a subscriber of the distributor and data used to identify an outbound campaign conducted for a good or service, wherein the first communication has been sent by the distributor in response to the subscriber activating an embedded electronic link published in a particular instance of electronic reading material provided by the distributor to the subscriber to view on a mobile processing device comprising a proprietary software application provided by the distributor and configured to exclusively access and provide viewing of the electronic reading material provided by the distributor, and the embedded electronic link is associated with an advertisement for the good or service and embeds the data used to identify the outbound campaign;
identifying by the at least one computer processor the outbound campaign based on the data received in the first communication;
after identifying the outbound campaign, sending a second communication by an outbound communication system to the subscriber to provide information on the good or service;
associating the second communication to an agent to handle; and
displaying at least a portion of the information on the good or service on a workstation being used by the agent.
2. The method of claim 1 , wherein the particular instance of electronic reading material comprises one of a digitized book, a digitized periodical, or a digitized newsprint.
3. The method of claim 1 , wherein the second communication comprises at least one of a voice call and a short message service text message.
4. The method of claim 1 , wherein the second communication is sent to the mobile processing device.
5. A non-transitory computer-readable storage medium comprising computer-executable instructions, when executed by one or more computer processors, cause the one or more computer processors to:
receive a first communication from a distributor of electronic reading material, the first communication comprising contact information for a subscriber of the distributor and data identifying an outbound campaign being conducted for a good or service, wherein the first communication has been sent by the distributor in response to the subscriber activating an embedded electronic link published in a particular instance of electronic reading material provided by the distributor to the subscriber to view on a mobile processing device comprising a proprietary software application provided by the distributor and configured to exclusively access and provide viewing of the electronic reading material provided by the distributor, and the embedded electronic link is associated with an advertisement for the good or service and embeds the data used to identify the outbound campaign;
identify the outbound campaign based on the data received in the first communication;
after identifying the outbound campaign, facilitate a second communication being sent by an outbound communication system to the subscriber to provide information on the good or service;
associate the second communication to an agent to handle; and
display at least a portion of the information on the good or service on a workstation being used by the agent.
6. The non-transitory computer-readable storage medium of claim 5 , wherein the particular instance of electronic reading material comprises one of a digitized book, a digitized periodical, or a digitized newsprint.
7. The non-transitory computer-readable storage medium of claim 5 , wherein the second communication comprises at least one of a voice call and a short message service text message.
8. The non-transitory computer-readable storage medium of claim 5 , wherein the second communication is sent to the mobile processing device.
9. A system comprising:
At least one computer processor configured to:
receive a first communication from a distributor of electronic reading material, the first communication comprising contact information for a subscriber of the distributor and data identifying an outbound campaign being conducted for a good or service, wherein the first communication has been sent by the distributor in response to the subscriber activating an embedded electronic link published in a particular instance of electronic reading material provided by the distributor to the subscriber to view on a mobile processing device comprising a proprietary software application provided by the distributor and configured to exclusively access and provide viewing of the electronic reading material provided by the distributor, and the embedded electronic link is associated with an advertisement for the good or service and embeds the data used to identify the outbound campaign; and
identify the outbound campaign based on the data received in the first communication; and
an outbound communication system configured to:
after identifying the outbound campaign, send a second communication to the subscriber to provide information on the good or service, wherein, upon the second communication being answered by the subscriber:
the outbound communication system is configured to associate the second communication to an agent to handle; and
the at least one computer processor is configured to display at least a portion of the information on the good or service on a workstation being used by the agent.
10. The system of claim 9 , wherein the particular instance of electronic reading material comprises one of a digitized book, a digitized periodical, or a digitized newsprint.
11. The system of claim 9 , wherein the second communication comprises at least one of a voice call and a short message service text message.
12. The system of claim 9 , wherein the second communication is sent to the mobile processing device.