Patent ID: 7774222
Filing Date: 2010-08-10
Classification: G06Q

Abstract:
1. A system for managing business processes through a plurality of distinct input channels, said processes having a number of consecutive process phases, said system comprising: a plurality of distinct input channels, wherein at least one of the input channels comprises a computing device, the plurality of input channels for selection and performance of customer service, and wherein through any of the plurality of input channels, one or more of said processes in their current state are operable to be started, continued, stopped, and accessed by a customer; a process management module configured to start upon receipt of a request from the customer, said request starting an application program for executing steps as defined in a predetermined process phase associated with a selected one of said input channels; a process definition database comprising process definitions of each of said number of processes, each process definition comprising the process phases, wherein each process phase is associated with a particular one of said input channels, and an order of process phases to be executed to complete the business process; and an interface module handling communication between the input channels and the process management module, the interface module comprising a session service for storing session information about a particular one of the plurality of input channels through which a given request for executing a process phase was received; wherein the process management module comprises a control point handler for starting the application program for executing the steps in the process phase identified in said request, a case database for storing the status of each process managed by the system, and an entry database for storing data gathered during execution of the process, and wherein the process management module is configured to: receive a request from the customer for the execution of a predetermined process phase through a first input channel selected from the plurality of input channels, the control point handler retrieving session information about the first input channel through which the request was made by said customer and using the session information for retrieving the requested process phase associated with the first input channel through which the process was accessed from the process definition database and to start the prosecution of the retrieved process phase, wherein said requested process phase is associated with a process phase implementation which is suitable for use on the first input channel through which said process is accessed by said customer, to store data entered during prosecution of a process phase in the entry database and retrieving data stored in the entry database which is to be used during execution of a retrieved process step, from the entry database, and to return the control of the process to the control point handler after completion of the prosecution of each process phase, wherein after the return of the control of the process, the control point handler is operable to update the status of the respective process in the case database, the process management module further operable to determine that a continuation request from the customer is received through a second one of said plurality of input channels, wherein the second input channel can be the same as or different from the first input channel, and when received, to retrieve session information about the second input channel through which the continuation request was made by said customer, to retrieve the next requested process phase associated with the second input channel through which the continuation request was made from the process definition database, and to start prosecution thereof, and the process management module further operable to determine that a stop request from said customer is received through a third one of said plurality of input channels, wherein the third input channel can be the same as or different from the first and second input channels, and when received, the control point handler is operable to return control to the interface module.