Patent ID: 8995643
Filing Date: 2015-03-31
Classification: G06Q,H04L,H04M

Abstract:
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: forming 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, by performing the following steps: receiving, at the central server system, information of a customer communication including identification data that identifies an origin of the customer communication and a medium of the customer communication; using the identification data to identify, by at least one computer processor, the customer for whom the communication routing strategy has been pre-formed; and generating, by the at least one 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 pre-formed communication routing strategy associated with the customer.