Patent ID: 8103256

Claim:
A method for enhancing call center services, the method comprising: receiving, at the call center, a call from a user; receiving data associated with the call at the call center, wherein the data includes a phone number associated with the call, a location of a vehicle associated with the call, a current request of the user, and vehicle identification information; analyzing, via a communication services manager, the phone number associated with the call, the location of a vehicle associated with the call, the current request of the user, a previous request of the user, a time period between the previous request and the current request, a vehicle identification number (VIN), and a device identification code selected from a telematics device electronic serial number and a telematics device mobile identification number; generating a list of menu options based on the analysis; presenting the list of menu options to the user; inputting a user selected menu option via an in-vehicle telematics unit, a wireless device, or a landline telephone; transmitting, via a communications system operatively connecting the in-vehicle telematics unit or the wireless device or the landline telephone with the call center, the user selected menu option to the call center; and routing the call to an appropriate advisor based on a received user selected menu option.