Patent ID: 8374333
Filing Date: 2013-02-12
Classification: G06Q,H04L,H04M

Abstract:
1. A method of routing incoming customer telephony calls to presentations relating to products or services predicted to be of interest to a customer, the method comprising: forming a call routing strategy for the customer, in anticipation of at least one incoming call from the customer, by performing the following steps: accessing information relating to one or more products or services; retrieving customer specific information associated with the customer or an account of the customer; deciding, for each offer associated with the one or more products or services, based on an estimated likelihood that the customer will purchase the one or more products or services, whether to route the customer call to a cross-sell presentation relating to said each offer associated with the one or more products or services, the estimated likelihood based at least in part on the customer specific information; pre-forming the call routing strategy for the customer consistent with said deciding; and storing the call routing strategy in association with a central server system; receiving information of a call placed by a caller at the central server system; generating a first routing control signal to route the call to an interactive voice response unit shared by a plurality of call sites; receiving input from the caller at the interactive voice response unit, the input at least identifying the caller as the customer for whom the call routing strategy has been pre-formed; and generating a second routing control signal for routing the call to one of said plurality of call sites based at least in part on the pre-formed call routing strategy associated with the customer.