Method and system for managing interactive communications campaigns with preference management
A preference management component for a hosted communications campaign system is shared among different types of permitted user roles (e.g., administrators, customer service representatives, and consumers) and enables those users to define and maintain a set of consumer preferences or attributes related to communication by the system. The platform uses a common database schema and display formats for the various users, but the user's ability to define, view and manage given preferences is role-based. Using the platform, permitted users define and manage consumer preferences and events and subscriptions associated therewith. To facilitate extensibility and customization, a service provider client can define and manage a set of extended preference data attributes.
1 . A computer program product in a computer readable medium for use in a data processing system for managing interactive communications campaigns on behalf of clients, the computer program product holding computer program instructions which when executed by the data processing system perform a method, the method comprising:
exporting an interface that is shared and accessible by a set of entities associated with each client, the set of entities including at least first and second entities each having an associated role;
storing preference data in a data repository, the preference data comprising one or more contact fields, a first set of one or more attributes that are common to at least first and second clients; and a second set of one or more attributes that are specified by a given client; and
managing the preference data in the data repository in response to requests received via the shared interface.
2 . The computer program product as described in claim 1 wherein the set of entities are one of: an administrator role associated with a particular client, a customer service representative role associated with the particular client, and a consumer role associated with the particular client.
3 . The computer program product as described in claim 1 wherein the interface is one: a web interface, a voice interface, and an application programming interface (API).
4 . The computer program product as described in claim 1 wherein the first set of one or more attributes that are common to at least first and second clients comprise a subscription, wherein a subscription is an expression of when and how a consumer wants to be notified about an event.
5 . The computer program product as described in claim 1 wherein an attribute in the second set is a custom attribute.
6 . The computer program product as described in claim 1 wherein the step of managing the preference data comprises an administrator performing one of: managing an access right for a customer service representative associated with the administrator, creating a preference list, managing a preference list, deleting a preference list, defining one or more contact points per consumer, defining one or more consumer attributes, defining one or more events, and defining one or more subscriptions.
7 . The computer program product as described in claim 1 wherein the step of managing the preference data comprises a customer service representative performing one of: searching for a consumer, managing an access right of a consumer, viewing a consumer's preferences, and editing a consumer's preferences.
8 . The computer program product as described in claim 1 wherein the step of managing the preference data comprises a consumer performing one of: viewing and editing contact points, viewing and editing preferences, viewing events, and creating and managing subscriptions to events.