System for customer contact information management and...

Details System for customer contact information management and... System for customer contact information management and...

G - Physics

06

F

G06F 17/00 (2006.01) G06Q 30/00 (2006.01) H04M 3/51 (2006.01)

Patent

CA 2344639

The present invention is directed toward a system and method for providing complete customer contact management across a variety of customer contact channels so that businesses, or clients (i.e., those businesses using the services of the system and method of the present invention), can manage and develop relationships with their customers. In one aspect, the present invention provides an efficient way in which clients can obtain information from the various customer contact channels and use this information to, for example, increase sales and enhance business productivity. In another aspect, the present invention provides a useful mechanism by which clients can monitor customer's preferences for products or services, so that the client can develop new products and services or modify existing products and services to meet the demand of the customers. The present invention also provides an improved system capable of retrieving customer contact information from a plurality of contact channels, storing that information, and performing subsequent processes, such as making the data available to the clients in the form of, for example, reports.

L'invention concerne un système et un procédé permettant une gestion complète de contact clients via divers canaux de contact clients, de manière que des entreprises ou des utilisateurs (c'est-à-dire les entreprises utilisant les services selon le système et le procédé de la présente invention) puissent gérer et développer des contacts avec leurs clients. D'une part, l'invention offre à des utilisateurs un moyen efficace d'obtenir des informations provenant de divers canaux de contact clients, et d'utiliser ces informations pour, entre autres, augmenter les ventes et améliorer la productivité de l'entreprise. D'autre part, l'invention constitue un mécanisme utile au moyen duquel des utilisateurs peuvent surveiller les préférences clients pour des produits ou des services, de façon que les utilisateurs puissent développer de nouveaux produits et services ou apporter des modifications à ceux-ci afin de répondre à la demande des clients. L'invention représente enfin un système amélioré permettant d'extraire des informations de contact clients à partir d'une pluralité de canaux de contact, d'enregistrer ces informations et d'effectuer des opérations ultérieures, telles que la mise à disposition des données aux utilisateurs, par exemple sous la forme de rapports.

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