Patent ID: 7486785
Filing Date: 2009-02-03
Classification: H04M

Abstract:
1. A method for handling a customer call, the method comprising: receiving a telephone call from a caller; identifying the caller based on caller biometric information associated with the caller, caller identification being made with a packet data enabled (PDE) telephone used by the caller and being made prior to the telephone call from the caller being received by a customer relationship management system including a switching system, a contact management system, and a caller database containing caller profiles; receiving the telephone call in the customer relationship management system accessible through a communication network to which said customer relationship management system is linked, said call conveying the caller biometric information uniquely identifying said caller, and said customer relationship management system being uniquely associated with a business organization called by said caller; comparing said caller biometric information with biometric information stored in a plurality of biometric information profiles, each of which is separate from, but associated with a corresponding caller profile, to identify said caller and to retrieve one of said caller profiles corresponding to said caller, wherein each of said caller profiles includes a plurality of data items, and wherein at least one of said data items includes a stored customer value based upon customer relationship attributes of the caller, the customer relationship attributes being obtained from previous customer calls and previous interactions with other channels associated with the business organization, the customer value defining a net worth of a customer relationship between the caller and the business organization; assigning a priority to said telephone call based on the defined customer value stored in said caller profile corresponding to said identified caller; and transferring said telephone call to a service agent at a predetermined telephone number according to said caller profile corresponding to said identified caller.