Patent ID: 8103530

Claim:
A method for optimizing customer interactions, comprising: interfacing with a plurality of different types of communication channels; receiving requests from at least one customer for customer interactions over at least two different types of communication channels; generating a customer interaction record with a plurality of data fields for the at least one customer, the customer interaction record comprising a batch data section, a customer experience packet section, and a real time data section; generating an XML document from the customer interaction record; using a web services layer to pass the XML document to a central, channel-independent rule processing engine; identifying the at least one customer; for each requested customer interaction, choosing at least one treatment for processing the customer interaction using the central, channel-independent processing engine; updating the customer experience packet section of the customer interaction record and the XML document to indicate at least one treatment for the customer; using the web services layer to send the XML document to a channel to indicate the at least one treatment for the customer, and processing the customer interactions by the central, channel-independent processing engine, based on the treatments chosen.