Carrier-Managed Call Event Data Management
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Solution Overview
Problem
Conventional methods for managing call event data and tracking customer interactions are labor-intensive, prone to errors, and inefficient, particularly in determining customer responsiveness to advertising campaigns and updating do-not-call lists, which delays contact with prospective customers.
Innovation Solution
Implementing a system that uses a carrier to manage call event data by automatically updating customer information databases, detecting DTMF activity, verifying do-not-call lists, recording calls, and translating voice communications to text, while enabling real-time data management and efficient tracking of call events between callers and agents through telephonic connections.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual data entry by customer service representatives is used, then customer data can be collected and stored, but the process is labor-intensive, time-consuming, and prone to errors
Solution Approach 1:
The system enables self-service by automatically capturing call event data through carrier implementations without requiring manual data entry by customer service representatives. The carrier automatically populates customer information databases with call data, eliminating the need for manual collection while maintaining high accuracy through automated processes.
Solution Approach 2:
The patent replaces the mechanical manual data entry process with an automated electronic system. The carrier implementation automatically captures, processes, and stores call event data in customer information databases, substituting human manual operations with automated technological processes that reduce both time and error rates.
2Reliability
If manual checking of do-not-call lists is performed, then customers can be verified against the list, but the process is inefficient and time-consuming
Solution Approach 1:
The system implements self-service DNC verification where the carrier automatically checks customer phone numbers against do-not-call lists during call setup. This automated process eliminates manual checking while maintaining verification accuracy, allowing rapid validation of numerous customers without human intervention.
Solution Approach 2:
The patent performs DNC verification as a preliminary action before calls are connected. The carrier checks the do-not-call list in advance during call routing, preventing calls to restricted numbers before they occur. This preliminary verification improves both efficiency by filtering early and reliability by ensuring accurate compliance.
3Loss of information
If conventional methods are used to track agent calls to customers, then call tracking is possible, but calls made when agents are off-site or outside regular business hours are not tracked
Solution Approach 1:
The patent implements a universal tracking system through carrier implementation that tracks all call events regardless of when or where agents are located. The carrier's system universally captures call data for all customers, eliminating gaps in tracking that occur with location-specific or time-specific manual systems. This multi-functional approach handles on-site, off-site, business hours, and after-hours calls uniformly.
Solution Approach 2:
The carrier acts as an intermediary that bridges the gap between agent location and call tracking. By routing calls through the carrier infrastructure, the system ensures that all call events are captured and recorded in customer information databases, regardless of the agent's physical location or availability. The carrier mediates the tracking process to ensure completeness.
4Loss of time
If lead time in contacting prospective customers is reduced, then the likelihood of completing a sale increases, but automated systems are required which increase device complexity
Solution Approach 1:
The system enables rapid customer contact through self-service automation where the carrier automatically manages call routing, data capture, and database updates without requiring complex manual coordination. This automated self-service approach reduces lead time by eliminating manual processing steps while the complexity is managed within the carrier's infrastructure rather than requiring complex customer-side systems.
Data Source
AI summary
Methods and systems implemented in an information handling system are provided for managing call event data between agents and callers for calls completed through a carrier. Functionality provided by certain embodiments includes, but is not limited to, one or more of the following features: the ability to automatically update customer information databases according to call event data in real-time, dual-tone multi-frequency (DTMF) activity of the caller and/or agent, do-not-call (DNC) verification and updating, agent identification, lead source and content identification, the recording of calls, the automatic translation of voice communications to textual transcripts, key word detection, communication of customer demographic data to an agent before or during phone calls, audio file management, agent call tracking, and other functions and advantages as will be apparent with the benefit of this disclosure. Methods and systems are also included for data associated with managing broadcast campaigns.