Patent ID: 9443244
Filing Date: 2016-09-13
CPC Classification: G06Q,H04M

Claim Text:
1. A computer implemented method for providing customer data in a communication system, the method comprising: receiving a call from a customer on a phone line linked to a general phone number; accessing customer records of a customer information warehousing system; identifying customer records that are new and customer records that have not been previously processed; extracting customer data from the customer records; associating a customer identifier with the extracted customer data; storing the extracted customer data to an indexed database of a storage device for use by the communication system, the extracted customer data indexed according to the customer identifier; accessing particular extracted customer data on the indexed database based on a match between a communication identifier of an incoming communication and the customer identifier; identifying an opportunity or subject matter for the customer associated with the extracted customer data; routing the incoming communication to an account owner, without placing the customer into a general call queue, based upon the identified opportunity or subject matter, the account owner comprising one or more agents that have a pre-existing relationship with the customer, the incoming communication being routed at least in part based on heuristic analysis of a particular information; and determining a most recently created subject matter associated with the customer identifier and the communication identifier.