Patent ID: 7536002

Claim:
A method of routing incoming customer telephony calls to presentations relating to products or services predicted to be of interest to the customer, the method comprising: forming a call routing strategy for a customer, in anticipation of at least one incoming call from the customer, by performing the following steps: accessing information relating to one or more products or services; retrieving customer specific information associated with that customer or an account of that customer; deciding, for each offer associated with the one or more products or services, and based on one or both of a call probability derived in part from the customer specific information and an offer eligibility derived in part from the customer specific information, whether the customer call may be routed to a cross-sell presentation relating to said each offer associated with the one or more products or services; forming the call routing strategy for the customer consistent with said deciding; and storing the call routing strategy in association with a central server system; receiving information of a call at the central server system; generating a first routing control signal to route the call to an interactive voice response unit shared by a plurality of call sites, wherein the interactive voice response unit is external to an exchange carrier providing the call; receiving input from a caller at the interactive voice response unit, the input at least identifying the caller as the customer for whom the call routing strategy has been pre-formed; and generating a second routing control signal for routing the call to one of said plurality of call sites based at least in part on the pre-formed call routing strategy associated with that customer.