H - Electricity – 04 – M
Patent
H - Electricity
04
M
H04M 3/42 (2006.01) G06Q 30/00 (2006.01) H04L 12/16 (2006.01)
Patent
CA 2255994
A method of alerting a telemarketing agent of a promotion opportunity in response to activity of a potential customer browsing a public server and an apparatus for monitoring the customer activity and alerting the telemarketing agent are described. The apparatus includes a telemarketing analysis server, computer telephony hardware and a server for controlling the computer telephony hardware. The apparatus further includes software on the public server for collecting data relating to the activity of potential customers browsing the public server. The data is sent to the telemarketing analysis server which analyzes it to determine when a potential customer's activity satisfies a predefined criteria. If a predefined criteria is satisfied, an alert is forwarded to a telemarketing agent. The telemarketing agent may approach the potential customer in order to promote a sale. The approach to the customer may be a text message that requests whether the user would like assistance or a direct telephone call, depending on the circumstances and knowledge about the customer. The customer may also be sent a message before the telemarketing agent is alerted. This permits the agent to spend all of his time fielding calls. The advantage is the ability to contact potential customers at a time when they are aware of a product or service and interested enough to access a public server relating to the product or service. A further advantage is that customer availability is assured and the public server is enabled to provide interactive personal contact.
Frank Alan Stuart
Petras Michael William
Petty Douglas
Nortel Networks Limited
Northern Telecom Limited
Ogilvy Renault Llp/s.e.n.c.r.l.,s.r.l.
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