Patent ID: 9325847
Filing Date: 2016-04-26
CPC Classification: G06Q,H04L,H04M

Claim Text:
1. A method of routing in a central server system incoming customer communications to presentations relating to products or services predicted to be of interest to a customer, the method comprising: pre-forming, by at least one first computer processor, at least partially a communication routing strategy for the customer, in anticipation of at least one incoming communication from the customer, wherein the at least one incoming communication is selected from a group consisting of telephonic calls, web-based communications, voice-over-IP communications, and real-time text interactions, the at least partially pre-formed communication routing strategy (a) comprising data on whether to route the at least one incoming communication to one of a plurality of cross-sell presentations associated with one or more products or services and (b) being based on at least one of offer information relating to the one or more products or services and customer specific information; storing the at least partially pre-formed communication routing strategy in association with the central server system; receiving, at the central server system, information of a customer communication including identification data that identifies the customer for whom the communication routing strategy has been at least partially pre-formed; and generating, by at least one second computer processor, a routing control signal for routing the customer communication to one of said plurality of cross-sell presentations based at least in part on the at least partially pre-formed communication routing strategy associated with the customer.