Patent ID: 9692901
Date: 2017-06-27
CPC Classifications: G06Q,H04L,H04M

Claim:
1. A method of routing and handling incoming customer communications in a unified system having a central server, the method comprising: pre-forming, by at least one first computer processor, at least partially a communication strategy for a customer, in anticipation of at least one incoming real-time communication from the customer, wherein the at least one incoming real-time 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 strategy comprising at least one of a routing strategy and a handling strategy determined based on customer-specific behavior or profile data and/or offer information relating to one or more products or services; storing the at least partially pre-formed communication strategy in association with the central server; receiving, at the central server, information of a customer communication including identification data that identifies the customer for whom the communication strategy has been at least partially pre-formed; and generating, by at least one second computer processor, a routing control signal for routing or handling the customer communication based at least in part on the at least partially pre-formed communication strategy associated with the customer.