Communication System Customer Data Indexing
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Solution Overview
Problem
Conventional communication systems, such as traditional phone systems, operate separately from customer data warehousing systems, preventing the sharing and utilization of customer data for enhanced communication services.
Innovation Solution
The integration of customer data from customer data warehousing systems into communication systems through an indexed database, allowing for the extraction, formatting, and storage of customer data based on identifiers, enabling enhanced communication services such as routing and alerts during incoming communications.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If customer data is stored centrally in a customer data warehousing system, then data security and centralized control are improved, but data accessibility and response time for communication services deteriorate
Solution Approach 1:
The patent segments customer data into two storage locations: an indexed customer information database at the communication system (for fast access) and the central customer data warehousing system (for security and centralized control). This segmentation allows both centralized security management and rapid local access to be achieved simultaneously.
Solution Approach 2:
The patent performs preliminary action by extracting and indexing customer data in advance at the communication system before actual communication events occur. This pre-positioning of data enables immediate access during communications without requiring real-time connection to the central data warehouse.
2Productivity
If customer data is extracted and stored locally at the communication system, then data access speed and service responsiveness are improved, but system complexity and data synchronization requirements increase
Solution Approach 1:
The patent extracts only the necessary customer data elements from the central customer data warehousing system and stores them in a simplified indexed format at the communication system. This extraction approach reduces the complexity of the local storage system while maintaining the essential functionality for rapid access.
3Ease of operation
If traditional phone systems operate separately from customer data warehousing systems, then system simplicity and operational independence are improved, but ability to provide enhanced communication services deteriorates
Solution Approach 1:
The patent merges the customer data storage capability into the communication system by creating an indexed customer information database that combines communication functionality with localized customer data access. This merging enables enhanced services like intelligent routing and real-time customer data retrieval while maintaining the communication system's operational independence.
Data Source
AI summary
Systems and methods for utilizing customer data in a communication system are provided. In exemplary embodiments, customer records at a customer data warehousing system are accessed. Customer data from the customer records are extracted and associated with a customer identifier. The customer data is then stored to an indexed database, the extracted customer data being indexed according to the identifier. When an incoming communication is received, the communication system will determine a communication identifier of the incoming communication. A lookup and matching process is then performed using the communication identifier in the indexed customer information database. If a matching customer identifier is found, associated customer data may be retrieved and used to provide enhanced communication system services including communication routing and customer data alerts.