Abstract:
A system and method establish interactive communications between a merchant and a customer via a third party. A merchant computer provides a link to a customer computer via a computer network for accessing a data entry element on the customer computer. The data entry element facilitates entry of customer information for sending to a third-party server at a contact time to initiate merchant communications. The merchant computer receives from the third party server, generally at the contact time, customer information comprising at least one of calling history, the customer information entered into the data entry element, customer information from a data source, and demographic information. The merchant computer accesses the customer information for determining whether to engage in interactive communications with the customer generally at the contact time. The merchant engages in interactive communications with the customer generally at the contact time when it is determined to do so.

Description:
CROSS-REFERENCE TO RELATED APPLICATIONS 
     This application is a divisional application of and claims the priority benefit of co-pending U.S. patent application Ser. No. 12/371,081 filed on Feb. 13, 2009, the entire contents of which are incorporated herein by reference, and also claims the priority benefit of U.S. Provisional Patent Application No. 61/028,394, filed on Feb. 13, 2008. 
    
    
     BACKGROUND 
     Computer telephone integration (CTI), relates to any system that employs a computer to enhance or control telephony such as placing and answering calls. CTI is typically implemented in call center environments by interfacing computers (e.g., servers storing customer database records, call center agents&#39; PCs, etc.) with telephones (e.g., call center agents&#39; Private Branch Exchange (PBX) phone terminals). In one example, a call center CTI system receives a call and routes the call to an available agent of a merchant (e.g., using an Automatic Call Distributor (ACD) of the call center&#39;s Call Management System (CMS)) so that the agent can assist the calling party in making a purchase from the merchant, or handling other related matters. 
     Based on Automatic Number Identification (ANI) or received caller-ID information of the call, the CTI system determines the calling party so that information regarding the calling party (e.g., previous calls regarding inquiries and/or orders, demographic information, etc.) can be presented to the agent on his or her computer display as what is known as a “screen-pop”. In this way, the call center can provide consistent, personalized customer service to the calling party regardless of which agent is assisting the calling party. 
     Many small and medium sized businesses are unable to enjoy the benefits of CTI systems because CTI systems, which comprise hardware (Customer Premise Equipment (CPE) such as a PBX) and software such as the aforementioned ACD and CMS, are expensive to purchase and maintain. Furthermore, because such systems require a number of dedicated agents (e.g., six to ten people) for answering calls, CTI systems are impractical for many small and medium sized businesses. In view of the foregoing, a third-party hosted, Internet-based method of emulating call center screen-pop functionality would be an important improvement in the art. 
     SUMMARY 
     A system and method is provided for establishing communication between a computer user (hereinafter referred to for convenience as the customer) who is viewing a web page (e.g., blog), email, electronic document, etc., and a second individual (hereinafter referred to for convenience as the agent), for example, a customer service employee or salesperson of a merchant whose web page or email the customer is viewing. Note that the merchant and the agent of the merchant should be construed herein to represent the same entity. 
     Accordingly, a method provides for establishing interactive communications between a customer and a merchant, comprising: providing a link to the customer for accessing a data entry element on a customer computer comprising application programs; the customer entering customer information into the data entry element; the customer sending the customer information to a third-party at a contact time, thereby initiating merchant communications; the third-party sending, generally at the contact time, the customer information to the merchant, and, generally at the contact time, the third-party calling the merchant, if contact rules permit; the merchant accessing the customer information and determining whether to engage in interactive communications with the customer generally at the contact time; and engaging in interactive communications with the customer generally at the contact time if the merchant has determined to do so. 
     Additionally, another method provides for establishing interactive communications between a customer and a merchant, comprising: assigning a phone number to the merchant and physically associating the phone number with a third-party; the customer calling the phone number at a contact time; the third party utilizing ANI or received caller-ID information to look up additional demographic information from a data source; the third party sending the additional demographic information to the merchant using an instant messaging client as a screen pop generally at the contact time; if a rule has been established with the merchant that it will not take the call having characteristics of the call, then transferring the call to an answering machine or an attendant; otherwise the merchant reviewing the additional demographic information; the third party calling the merchant and asking if the merchant wishes to receive the call; if the merchant wishes to receive the call, then transferring the customer call to the merchant, otherwise, transferring the call to the answering machine or the attendant; and the merchant engaging in interactive communications with the customer generally at the contact time. 
     Finally, a system provides for establishing interactive communications between a customer and a merchant, comprising: a merchant computer comprising an input via which an instant message is input, the merchant computer comprising an algorithm for providing the instant message as a screen-pop message on a display device of the merchant computer; a third-party server connected to the merchant computer via a network; a customer computer comprising a connection to the network, and a data entry element for entering customer information into a data entry element at a contact time; wherein the customer computer comprises an algorithm for providing the customer information to the third-party server; and the third-party server comprises: an algorithm for sending the customer information to the merchant computer as an instant message; a rule that determines whether the merchant will engage the customer at the contact time; and a transfer element permitting interactive engagement between the customer and the merchant at the contact time if the rule permits. 
    
    
     
       DESCRIPTION OF THE DRAWINGS 
       The invention is described in more detail below with reference to the various embodiments illustrated in the drawings. 
         FIG. 1  is a block diagram illustrating the primary components according to an embodiment of the invention in which a link is provided to the customer; 
         FIG. 2  is an exemplary screen shot of a document comprising a link that is sent to the customer; 
         FIG. 3  is an exemplary screen shot of a data entry element provided to the customer; 
         FIG. 4  is a flowchart illustrating a process for establishing communications between the customer and the agent based on a link; 
         FIG. 5  is a block diagram illustrating the primary components according to an embodiment of the invention in which the customer initiates a telephone call to the agent; and 
         FIG. 6  is a flowchart illustrating a process for establishing communications between the customer and the agent based on a customer-initiated telephone call. 
     
    
    
     DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS 
     The following detailed description details various preferred embodiments of the invention.  FIG. 1  is a block diagram illustrating the major components of the system. The customer  10  utilizes a computer  20  in order to interact with the agent and third-party systems described in more detail below. The computer  20  could be any type of computing device that permits user access to documents containing links and some mechanism for filling out forms. This could be a desktop computer, laptop computer, PDA, smart phone, etc. 
     The customer&#39;s computer comprises a display  22 , such as a monitor or viewing screen, and input devices  24 , such as a mouse (for selecting the link in the displayed document) and keyboard (for form data entry). 
     The computer  20  further comprises application programs  30  that permits the display of a document comprising a link. Such a document could be formatted, e.g., in the hypertext markup language (HTML) or any other language permitting a link to another location. Exemplary programs serving as application programs  30  could include a web client/browser  32 , such as Microsoft&#39;s Internet Explorer® or Mozilla&#39;s Firefox®, and could also include an e-mail client  34 , such as Microsoft&#39;s Outlook®. 
     In an embodiment of the invention, the merchant  110  has a server computer  120  with, e.g., an e-mail server  122  or web server  124  by which it can send customers  10  a document/data structure  150  ( FIG. 2 ) comprising relevant information for establishing contact with an agent or customer support person of the merchant  110 . It should be noted that although the document  150  is shown as originating from the agent&#39;s server  120 , it could easily originate from the third-party server  220  or any other source as well. 
     This document  150  comprises a link  152  that the customer can activate that provides the customer a form  154  for entering relevant information. This link  152  is a unique “click-to-contact” link (e.g., a URL, a software button that triggers, e.g., a complex Javascript function or an HTML anchor tag, etc.). The merchant  110  configures the document/data structure  150  (e.g., a web page, e-mail, etc.) with the click-to-contact link  152  so that the customer  10  can initiate contact with the agent  110  when the customer  10  views the document/data structure  150  and clicks on or otherwise activates the link  152 . 
     When the customer  10  activates the link  152 , the customer&#39;s computer  20  may launch a web browser  34  or pop-up window  36 , or otherwise command an active web browser client  34  on the customer&#39;s computer  20  to navigate to or otherwise request a resource  154  associated with the link  152 . The pop-up window  36  may be associated with the web browser  34  or could be a part of another application  30 . 
     The browser  34  or pop-up window  36  being displayed  22  to the customer  10  prompts the customer  10  for information such as the customer&#39;s name and contact information (e.g., one or more of the customer&#39;s phone number, email address) by displaying a form  154  ( FIG. 3 ) with fields that may facilitate entry of the information. Furthermore, the form  154  may ensure proper data format and communication of the customer&#39;s information  160  to the agent  110 . 
     After the customer  10  enters his or her information  160  and activates a control, such as an OK button, to initiate contact with the agent  10 , the information  160  is sent to a click-to-contact third party&#39;s server  220 . The third party&#39;s server  220  processes the received information  160  from the customer  10  and initiates telephonic and/or text-based communication between the customer  10  and the agent  110 . 
     Customer (form) information  160  is provided to a server  220  of a third party that uses this information in order to contact the merchant/agent  110 . 
     In some embodiments, the third party server  220  may store at least some of the received information  160  from the customer  10  in a customer database  222  so that the merchant  110  can follow-up with the customer  10  by email, direct mail, phone, etc. to maintain the merchant-customer relationship. Although the example form  154  illustrated in  FIG. 3  does not show prompting or asking the customer for the customer&#39;s instant messenger user ID, the form  154  may be configured or adapted to obtain that information so that the agent  110  may initiate a text-based real-time chat/instant messenger session with the customer  10 . 
     Furthermore, as shown, the form  154  may be configured to collect information  160  (i.e., “Please contact me regarding:” field and “Additional information” field as shown) that the agent  110  may use to his or her advantage when contacting the customer  10  (e.g., to speak more knowledgeably regarding the customer&#39;s specific question or issue). 
     The third party&#39;s server  220  communicates at least a portion of the customer&#39;s received information  160  as instant messaging information  170  to an instant messenger (IM) client application  144  known in the art as, for example, AOL Instant Messenger (AIM), MSN Messenger, and Yahoo Messenger. 
     Based on merchant setup information  180  that the merchant/agent  110  provided to the third party  220  (e.g., during set-up of the merchant/agent account with the third party), the third party&#39;s server  220  communicates the merchant/agent instant messenger user ID to the instant messenger client application  144  and sends the instant message  170  that causes an instant messenger screen-pop  172  at a display  142  of the agent&#39;s computer or mobile device (e.g., PDA, smart phone, etc.)  140  with the customer&#39;s information  160 . 
     Using the instant messenger screen-pop  172 , the agent  110  can decide whether or not to establish contact with the customer  10 . Furthermore, using the instant messenger screen-pop  172 , the agent  110  can decide how or in what mode to establish contact  176  with the customer  10  (e.g., via phone, email, IM, chat, etc.) and provide personalized customer service. The third-party server  220  can then provide a mechanism  174  via which the customer  10  and the agent  110  can communicate. 
     In some instances, the customer  10  may request a specific method of communication with the agent  110  (e.g., text and phone-based communication). When requested by the customer  10  (or as a default setting), the click-to-contact server  220  may implement the instant messenger screen pop  172  substantially simultaneously with the steps of: a) the click-to-contact provider  220  establishing telephonic voice links  176  (or other forms of communication, such as chat, instant messaging, etc.) to the customer  10  and to the agent  110 ; and b) bridging the links so the customer  10  and agent  110  can communicate. If the phone-based communication is a default setting, embodiments of the present method may allow the agent  110  to cancel the call by, for example, preventing the call to the customer  10  or preventing the bridging. 
     The following example scenarios describe various embodiments of the present click-to-contact, instant messenger screen pop method. 
     Scenario 1—Contact Agent by Web-Initiated Click-to-Contact 
     In this scenario, illustrated by the flowchart in  FIG. 4 , a customer seeks to contact an agent by a web-initiated click-to-contact. The steps  300  are as follows:
         1. A customer clicks a link or button on a document (e.g., e-mail, web site, etc.)  310 ;   2. A pop-up window (see  FIG. 1  for an example window) prompts the customer for the customer&#39;s telephone number and additional information requested by the agent. For example, the additional information may be demographic information such as the customer&#39;s address, which product or products they are enquiring about or are interested in buying. The customer enters this information  310 ;   3. The third-party click-to-contact provider receives the customer&#39;s telephone number and additional information that is sent 314.   4. In parallel, the information is sent to the agent using an instant messaging client and a call is placed  318  by the third-party to the agent&#39;s telephone or telephones based on click-to-call settings that the agent has established with the third-party click-to-contact provider. For example, a different telephone number may be used based on the time of day (e.g., regular business hours vs. after hours) or day of week (e.g., weekdays vs. weekends). If the agent has established with the third-party via a rule that it will not take calls of this characteristic  316 , then the call is handled by an answering machine or attendant  320 ;   5. The agent answers the phone and may be asked if they want to take this specific call  322 . They review the information sent to them via an instant message screen-pop and either accept  324  or reject  320  the call.   6. If the agent rejects the call  320  it may be sent to an automated attendant or voice mail facility.
 
Scenario 2—Call to Agent
       

       FIG. 5  is block a diagram similar to that shown in  FIG. 1 , but significantly simplified, since the computer  20  of the customer  10  and the server  120  of the agent  110  are not necessary. In this scenario, the only customer  10  interactions involve the original customer call  162  directed to the third-party  210 , and the ultimate connection  176  to the agent  110 . 
       FIG. 6  is a flowchart illustrating this scenario. The steps  400  are as follows:
         1. A customer calls a phone number assigned to the agent, but physically associated with the third-party (e.g., using a toll-free number assigned by the third-party click-to-contact provider)  410 ;   2. At the third-party click-to-contact provider, the ANI or received caller-ID information from the customer&#39;s call is used to look up available demographic information of the customer (e.g., via a customer database and/or the Internet)  412 ;   3. In parallel, the number called (the specific toll free number) and the demographic information are sent to the agent using an instant messaging client and a call is placed to the agent (e.g., based on the time of day and day of week)  414 . If the agent has established with the third-party via a rule that it will not take calls of this characteristic  416 , then the call is handled by an answering machine or attendant  420 ;   4. The agent reviews the information sent to them via an instant message screen-pop. Substantially simultaneously, the agent receives a call on his or her phone and is asked  422  if they want to take the call. They review the information sent to them via an instant message screen-pop and either accept  424  or reject  420  the call.   5. If the agent rejects the call  420  it is sent to an automated attendant or voice mail facility.       

     In instances when the agent  10  has a “virtual” or mobile office or is otherwise unable to receive an instant messenger screen-pop  170  on the agent&#39;s mobile device  140  (e.g., a mobile phone), the steps in the foregoing scenarios of sending information to the agent using an instant messenger screen pop  170  may alternatively be performed by sending the agent a short message service (SMS) message or text message  170  with the customer&#39;s information. 
     Furthermore, although the foregoing scenarios describe establishing parallel voice  174  and text  170  communication with the agent  10 , it should be appreciated that only text  170  communication may be needed, particularly if the customer  10  has only requested an IM or “chat” type session with the agent  110 . This may occur, for example, when the customer  10  has only one phone line that the customer is using for modem connection to a dial-up Internet service provider. 
     Since most computers or mobile devices include one or more pre-installed instant messenger client applications, no specialized software specific to the agent&#39;s telephone equipment is needed to utilize the present method. According to the present method, a small to medium sized business may now enjoy the benefit of screen-pop functionality with “virtual” and/or mobile customer service agents without having to purchase, install and maintain complex CTI systems and software. 
     In some embodiments of the present method, the merchant/agent  110  may be provided with a unique URL as the link  152  to leverage the conventional functionality of document-displaying client applications  30  (e.g., email clients  32 , web browsers  34 , etc.) that convert alphanumeric plain text URLs (i.e., text strings starting with www or http://) to clickable links (i.e., hypertext). 
     By providing the merchant with a unique URL, the merchant may easily type the plain text URL  152  (or alternatively cut/copy and paste the plain text URL) on a web page, in a blog, in the body of an email message or in an email signature (as the “document”  150 ). When the URL  152  is sent to a customer  10  (e.g., due to a web-based resource request, or as a one-to-one or broadcast message such as email, IM, text message, etc.), the client application  30  (e.g., email application  32 , web browser application  34 , etc.) automatically presents the URL to the customer as a clickable link  152  to facilitate telephonic and/or text-based contact  176  between the customer  10  and an agent  110  of the merchant. 
     Scenario 3—Contact Agent by Web-Initiated Click-to-Contact with Mnemonic URL 
     In embodiments of the present method that employ click-to-call where the URL link  152  advantageously includes a mnemonic, such as “www.contact-me-now.com/npanxx3125551212” (in which npanxx3125551212 is or points to one or more of the merchant&#39;s agent phone number or numbers), the following example call set-up may be used:
         1. The phone number ((312) 555-1212) is stripped off the end of the URL or otherwise parsed from the URL based on the delimiting character.   2. The phone number is authenticated.   3. The customer&#39;s telephone number is determined from the received information, which may come from, e.g., the pop-up or web-based form that the user fills out. The customer&#39;s telephone number may be analyzed, evaluated or otherwise compared to settings/rules (e.g., disallowing international or long distance calls) that the merchant has established with the click-to-contact provider.   4. Pass the two numbers to a soft telephone switch (click-to-contact provider&#39;s equipment) where the agent and customer are connected (e.g., two calls may be placed and then bridged together).       

     The system or systems may be implemented on any general purpose computer or computers and the components may be implemented as dedicated applications or in client-server architectures, including a web-based architecture, and can include functional programs, codes, and code segments. Any of the computers may comprise a processor, a memory for storing program data and executing it, a permanent storage such as a disk drive, a communications port for handling communications with external devices, and user interface devices, including a display, keyboard, mouse, etc. When software modules are involved, these software modules may be stored as program instructions or computer readable codes executable on the processor on a computer-readable media such as read-only memory (ROM), random-access memory (RAM), CD-ROMs, magnetic tapes, floppy disks, optical data storage devices, and carrier waves (such as data transmission through the Internet). The computer readable recording medium can also be distributed over network coupled computer systems so that the computer readable code is stored and executed in a distributed fashion. This media can be read by the computer, stored in the memory, and executed by the processor. 
     For the purposes of promoting an understanding of the principles of the invention, reference has been made to the preferred embodiments illustrated in the drawings, and specific language has been used to describe these embodiments. However, no limitation of the scope of the invention is intended by this specific language, and the invention should be construed to encompass all embodiments that would normally occur to one of ordinary skill in the art. 
     The present invention may be described in terms of functional block components and various processing steps. Such functional blocks may be realized by any number of hardware and/or software components configured to perform the specified functions. For example, the present invention may employ various integrated circuit components, e.g., memory elements, processing elements, logic elements, look-up tables, and the like, which may carry out a variety of functions under the control of one or more microprocessors or other control devices. Similarly, where the elements of the present invention are implemented using software programming or software elements the invention may be implemented with any programming or scripting language such as C, C++, Java, assembler, or the like, with the various algorithms being implemented with any combination of data structures, objects, processes, routines or other programming elements. Furthermore, the present invention could employ any number of conventional techniques for electronics configuration, signal processing and/or control, data processing and the like. The word mechanism is used broadly and is not limited to mechanical or physical embodiments, but can include software routines in conjunction with processors, etc. 
     The particular implementations shown and described herein are illustrative examples of the invention and are not intended to otherwise limit the scope of the invention in any way. For the sake of brevity, conventional electronics, control systems, software development and other functional aspects of the systems (and components of the individual operating components of the systems) may not be described in detail. Furthermore, the connecting lines, or connectors shown in the various figures presented are intended to represent exemplary functional relationships and/or physical or logical couplings between the various elements. It should be noted that many alternative or additional functional relationships, physical connections or logical connections may be present in a practical device. Moreover, no item or component is essential to the practice of the invention unless the element is specifically described as “essential” or “critical”. 
     The use of the terms “a” and “an” and “the” and similar referents in the context of describing the invention (especially in the context of the following claims) are to be construed to cover both the singular and the plural. Furthermore, recitation of ranges of values herein are merely intended to serve as a shorthand method of referring individually to each separate value falling within the range, unless otherwise indicated herein, and each separate value is incorporated into the specification as if it were individually recited herein. Finally, the steps of all methods described herein can be performed in any suitable order unless otherwise indicated herein or otherwise clearly contradicted by context. 
     Numerous modifications and adaptations will be readily apparent to those skilled in this art without departing from the spirit and scope of the present invention. 
     TABLE OF REFERENCE CHARACTERS 
     
         
           10  customer 
           20  customer computer 
           22  customer computer display 
           24  customer computer input device 
           30  customer application programs 
           32  web browser/client 
           34  e-mail client 
           36  pop-up window 
           110  merchant/agent 
           120  merchant/agent server 
           122  e-mail server 
           124  web server 
           140  merchant/agent computer or mobile device 
           142  agent computer display 
           144  instant messenger 
           150  document/data structure (e-mail, web page) 
           152  document link 
           154  customer form 
           160  customer information 
           162  customer call 
           170  instant messaging customer information (or SMS, text message) 
           172  screen pop 
           174  third-party call to agent 
           176  customer call to agent or agent accepting customer call or other form of communication 
           180  merchant setup information 
           210  third-party click-to-contact provider 
           220  third-party server 
           222  customer database 
           300 - 324  method flowchart elements for Scenario 1 
           400 - 424  method flowchart elements for Scenario 2