Component based customer care management

Patent metadata

Field	Value
Publication number	US-10600059-B2
Application number	US-90244204-A
Country	US
Kind code	B2
Filing date	Jul 29, 2004
Priority date	Jul 29, 2004
Publication date	Mar 24, 2020
Grant date	Mar 24, 2020

Abstract

A component-based customer care management provides a flexible, modifiable, and customizable data processing system that may be tailored according to a business' needs. The component-based system may be deployed as a software, hardware, or software and hardware enterprise system. The enterprise system may include discrete federated task-based components that interface with a database of information through a data management or integration components. The enterprise system may be modified or updated with modifications to components to realize changing data processing needs. The enterprise system may be maintained, revised, modified, or updated without substantial or significant recoding.

First claim

What is claimed is:

1. A method comprising:
storing, by an application server of a computer system, a plurality of separable and preconfigured data processing components that are each executable to perform a particular data processing function on a particular type of data to carry out a specific business function, role or task;
making, by the application server, the data processing components available to a plurality of different business organizations;
receiving, by the computer system from each of the business organizations, a selection of a subset of the data processing components to deploy;
deploying, through the application server of the computer system for each of the business organizations, the selected subset of the data processing components, including:
(a) receiving, from a client, customer data via a plurality of interfaces of the computer system including an automated computer telephony interface (CTI), an interactive voice response system, a graphical user interface (GUI), and an e-mail system;
(b) determining, by the computer system, one or more of the deployed data processing components that is executable to perform a particular data processing function on a type of the received customer data;
(c) organizing, in a database of the computer system, the received customer data according to the determined one or more data processing components, including associating, in the database of the computer system, the received customer data with the determined one or more data processing components;
(d) based on the association in the database, executing, through the application server of the computer system, the determined one or more data processing components on the received customer data including performing the data processing functions of the determined one or more data processing components on the received customer data; and
(e) providing, to the client by the application server of the computer system, a result of performing the data processing functions on the received customer data.

2. The method of claim 1 , further comprising:
receiving, by the computer system from one of the business organizations, a modification of the subset of the data processing components to deploy; and
responsive to receiving the modification, deploying, by the through the application server of the computer system for the business organization, the modified subset of the data processing components.

3. The method of claim 1 , wherein the computer system provides a workflow component that, for each of the business organizations, schedules an order in which the determined one or more data processing components deployed for the business organization process the received customer data, and further monitors the data processing functions performed by the determined one or more data processing components to ensure the order.

4. A computer system comprising:
at least one processor for:
storing, by an application server of the computer system, a plurality of separable and preconfigured data processing components that are each executable to perform a particular data processing function on a particular type of data to carry out a specific business function, role or task;
making, by the application server, the data processing components available to a plurality of different business organizations;
receiving, by the computer system from each of the business organizations, a selection of a subset of the data processing components to deploy;
deploying, through the application server of the computer system for each of the business organizations, the selected subset of the data processing components, including:
(a) receiving, from a client, customer data via a plurality of interfaces of the computer system including an automated computer telephony interface (CTI), an interactive voice response system, a graphical user interface (GUI), and an e-mail system;
(b) determining, by the computer system, one or more of the deployed data processing components that is executable to perform a particular data processing function on a type of the received customer data;
(c) organizing, in a database of the computer system, the received customer data according to the determined one or more data processing components, including associating, in the database of the computer system, the received customer data with the determined one or more data processing components;
(d) based on the association in the database, executing, through the application server of the computer system, the determined one or more data processing components on the received customer data including performing the data processing functions of the determined one or more data processing components on the received customer data; and
(e) providing, to the client by the application server of the computer system, a result of performing the data processing functions on the received customer data.

5. A non-transitory machine readable storage medium comprising processor executable instructions that when executed by a central processing unit perform a method comprising:
storing, by an application server of a computer system, a plurality of separable and preconfigured data processing components that are each executable to perform a particular data processing function on a particular type of data to carry out a specific business function, role or task;
making, by the application server, the data processing components available to a plurality of different business organizations;
receiving, by the computer system from each of the business organizations, a selection of a subset of the data processing components to deploy;
deploying, through the application server of the computer system for each of the business organizations, the selected subset of the data processing components, including:
(a) receiving, from a client, customer data via a plurality of interfaces of the computer system including an automated computer telephony interface (CTI), an interactive voice response system, a graphical user interface (GUI), and an e-mail system;
(b) determining, by the computer system, one or more of the deployed data processing components that is executable to perform a particular data processing function on a type of the received customer data;
(c) organizing, in a database of the computer system, the received customer data according to the determined one or more data processing components, including associating, in the database of the computer system, the received customer data with the determined one or more data processing components;
(d) based on the association in the database, executing, through the application server of the computer system, the determined one or more data processing components on the received customer data including performing the data processing functions of the determined one or more data processing components on the received customer data; and
(e) providing, to the client by the application server of the computer system, a result of performing the data processing functions on the received customer data.

Assignees

• Verego Greg
• Guinn William
• Campbell Maxine
• Axford Michael
• Edwards Kevin
• Hanson Craig
• Amdocs Development Ltd
• Amdocs Inc

Inventors

• Verego Greg
• Guinn William
• Campbell Maxine
• Axford Michael
• Edwards Kevin
• Hanson Craig

Classifications

• G06Q30/02 Primary

  Marketing; Price estimation or determination; Fundraising · CPC title

• G06Q10/063

  Operations research, analysis or management · CPC title