IVR Call Tracking with Unique Number Segmentation
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Solution Overview
Problem
Commercial enterprises face challenges in effectively managing and analyzing telephone communications to assess the effectiveness of marketing campaigns and customer service, as existing systems lack comprehensive data collection and analysis tools to determine the impact of different marketing channels.
Innovation Solution
A system combining interactive voice response (IVR) with call tracking and monitoring, utilizing VoIP networks to manage and redirect calls, record interactions, and provide in-depth reporting, allowing clients to analyze marketing campaign effectiveness and improve customer service through unique toll-free and local numbers associated with each ad or media placement.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If a commercial enterprise uses a single general customer service number, then call reception is simple, but the ability to obtain detailed information about call sources and marketing campaign effectiveness is lost
Solution Approach 1:
The patent segments the single general customer service number into multiple unique telephone numbers, each associated with specific marketing campaigns, media channels, or geographic regions. This segmentation allows the enterprise to track the source of each call while maintaining manageable complexity through automated routing systems.
Solution Approach 2:
The patent creates a multi-functional telephone number management system that serves multiple purposes: receiving customer service calls, tracking marketing campaign effectiveness, identifying call sources, and routing calls to appropriate departments. This universal system replaces the need for separate tracking mechanisms while maintaining simplicity.
2Measurement precision
If the enterprise implements comprehensive call tracking and recording systems, then marketing campaign analysis capability is improved, but system complexity and implementation cost increase
Solution Approach 1:
The patent introduces an intermediary call management system that acts as a mediator between the telephone network and the enterprise's existing customer service infrastructure. This intermediary handles tracking, recording, and analysis functions, allowing precise measurement of marketing effectiveness without requiring complex modifications to the enterprise's core systems.
Solution Approach 2:
The patent replaces manual call tracking and analysis methods with automated electronic systems that use computer telephony integration (CTI) and voice recognition technology. This substitution provides precise measurement capabilities while reducing the operational complexity of managing manual tracking processes.
3Measurement precision
If the enterprise uses unique telephone numbers for each marketing campaign, then call source identification is accurate, but managing and monitoring multiple numbers becomes complex
Solution Approach 1:
The patent implements a self-service call management system that automatically performs number assignment, call routing, and performance tracking without requiring manual intervention. The system autonomously manages the complexity of multiple unique numbers by providing automated provisioning and real-time monitoring capabilities through web-based interfaces.
Data Source
AI summary
In embodiments, the present invention is directed to methods of handling calls received from customers. In one embodiment, the method includes receiving a call from a customer who called a promotional telephone number. The phone call is connected to an IVR system. The IVR system maintains a set of rules for handling calls. The method further includes creating a call detail record, which includes a unique identifier, a source telephone number, and the promotional telephone number. A customized greeting is then played to the customer based on the promotional telephone number the customer dialed. Based on the rules for handling calls, the call is redirected from the IVR system to an agent along with transmitting and displaying the call detail record to the agent.