System and method for providing a multi-channel customer interaction center
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United States of America Patent
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Apr 1, 2008
Grant Date -
N/A
app pub date -
Jun 30, 2000
filing date -
Jun 30, 2000
priority date (Note) -
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Abstract
A method and apparatus allow a customer service representative (CSR) to conduct personalized interaction based on the value of the customer to the organization. A customer seeking to interact with a CSR is first presented with a list of available interaction options. The list of available interaction options is based on the customer's value to the organization such that the more valuable a customer is, the more options that will be made available to him or her for the interaction. The present invention determines a customer's value to an organization by monitoring a customer's purchase history with respect to the organization over a period of time and computing a customer value based on the frequency and amount of the customer's purchases. A customer service representative is further able to personalize the interaction based on previous interactions between the customer and the customer interaction center by accessing a contact history database.
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