Patent ID: 7136448
Filing Date: 2006-11-14
Classification: H04M

Abstract:
1. A method for a computing system of a business to manage telephone calls from customers based on assessed values of the customers to the business, the method comprising, for each of multiple incoming telephone calls that are each from one of multiple customers of the business: before transferring the incoming telephone call from the customer to one of multiple human representatives of the business, transferring the incoming telephone call to the selected representative; identifying one or more offers from the business to be made to the customer based at least in part on the assessed future value of the customer; ranking the identified offers based on a specified criteria; and providing information regarding the identified offers to the selected representative so that the representative can make the offers to the customer, wherein the providing of the information to the selected representative includes providing information regarding the ranking to the selected representative so that a highest ranked of the offers will be made to the customer by the selected representative.