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Centralized crm and call routing service for multiple enterprises

a call routing and crm technology, applied in the field of centralized crm and call routing service, can solve the problems of adding significantly to the cost and complexity of the cti server b>80/b> itself, and achieve the effect of avoiding complexity, easy and quick for customers

Inactive Publication Date: 2019-08-22
NEW VOICE MEDIA LIMITED
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Benefits of technology

This approach simplifies the management of CRM data across multiple formats, reduces the complexity and cost for service providers, and enables flexible support for various customer data formats, enhancing the efficiency of call handling and application development.

Problems solved by technology

One problem with this third party call center model concerns the provision of access for a CTI service provider to CRM databases 70 of clients (i.e. the organization for whom the hosted telephony service is being provided).
For example, CTI server 80 may now have to support access to potentially multiple different CRM database formats for multiple different clients, adding significantly to the cost and complexity of CTI server 80 itself.

Method used

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  • Centralized crm and call routing service for multiple enterprises
  • Centralized crm and call routing service for multiple enterprises
  • Centralized crm and call routing service for multiple enterprises

Examples

Experimental program
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Embodiment Construction

[0024]FIG. 2 is an illustration of a CTI system in accordance with one embodiment of the invention. Components that are the same as existing systems such as shown in FIG. 1 will not be described further. In the system of FIG. 2, CTI server 80 operates in a service provider environment (SPE), in which a service provider has various customers, generally businesses or other organizations. Service providers, which may be telephone network operators or some third party, handle incoming calls for customers.

[0025]The system of FIG. 2 includes CTI database 270, which generally contains at least three separate groupings of records, namely CRM records 271, call records 272, and configuration records 273. Although CTI database 270 is shown in FIG. 2 as a single database, it may be implemented across multiple physical systems according to particular needs of any given installation. CTI server 80 interacts with CTI database 270 to handle incoming calls 60. A service provider typically runs CTI s...

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PUM

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Abstract

One embodiment of the invention provides a method of operating a multimedia contact center. The method comprises providing multimedia communications session management support for a plurality of customers. Each customer maintains customer relationship management (CRM) data. The CRM data is uploaded from the plurality of customers into a multimedia database. The uploading includes transforming the CRM data from an original format maintained by the respective customer into a standardized format for the multimedia database. Communications sessions can then be handled using the transformed CRM data in the multimedia database.

Description

CROSS-REFERENCE TO RELATED APPLICATIONS[0001]Application No.Date FiledTitleCurrent applicationHerewithCENTRALIZED CRM AND CALLROUTING SERVICE FOR MULTIPLE ENTERPRISESIs a continuation of:13 / 226,342Sep. 6, 2011METHOD AND APPARATUS FOR OPERATING A CONTACT CENTER SYSTEMwhich is a continuation-in-part of:12 / 444,115Nov. 9, 2009METHOD AND APPARATUS IssuedIssue dateFOR OPERATING A 9,679,034Jun. 13, 2017CONTACT CENTER SYSTEMwhich is the national stage entry of and claims priority to:PCT / GB2007 / Oct. 2, 2007METHOD AND APPARATUS 003728FOR OPERATING A CONTACT CENTER SYSTEMwhich is the PCT application of, and claims priority to Great Britain application:0619520.0Oct. 3, 2006METHOD AND APPARATUS FOR OPERATING A CONTACT CENTER SYSTEMthe entire specification of each of which is incorporated herein by reference.BACKGROUND OF THE INVENTIONField of the Art[0002]The invention relates to a method and apparatus for operating a centralized call center service, and in particular in a centralized CRM and ca...

Claims

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Application Information

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Patent Type & Authority Applications(United States)
IPC IPC(8): H04M3/51G06F16/31
CPCH04M3/5191G06F16/31G06F16/40
Inventor PICKERING, RICHARD
Owner NEW VOICE MEDIA LIMITED