System and method for marketing attribution in an enterprise

Patent metadata

Field	Value
Publication number	US-9491294-B2
Application number	US-201414577879-A
Country	US
Kind code	B2
Filing date	Dec 19, 2014
Priority date	Dec 19, 2014
Publication date	Nov 8, 2016
Grant date	Nov 8, 2016

Abstract

A system and method include a customer engagement platform of an enterprise. The customer engagement platform is configured to connect with an audience computer and provide to the audience computer contact information associated with a marketing attribution. The marketing attribution accompanies an impression served to the audience computer. The impression and marketing attribution associated with the contact information are sent to the customer engagement platform during an interaction with the enterprise.

First claim

The invention claimed is:

1. A system, comprising:
a customer engagement platform of an enterprise, the customer engagement platform including a processor and instructions stored in a machine-readable medium that, when executed by the processor, cause the processor to:
receive a request including an attribute associated with a prompt to engage;
select and transmit, in response to the request, contact information for a contact point from a pool of available contact points;
store the selected contact information in association with the attribute;
retrieve the attribute in response to identifying an interaction addressed to the contact point;
forward the retrieved attribute for receipt by an agent device of a customer contact center agent, wherein the agent device is configured to further transmit results of the interaction to a market processing system; and
release the contact point to the pool of available contact points.

2. The system of claim 1 , further comprising a voice platform server, where the voice platform server is configured to retrieve the attribute during the interaction.

3. The system of claim 1 , where the contact information comprises a phone number or extension.

4. The system of claim 1 , where the results include negative and positive outcomes of the interaction.

5. The system of claim 4 , where the results include that an audience is expecting a follow-up contact.

6. The system of claim 1 , where the interaction comprises a call or a chat.

7. The system of claim 1 , where the customer engagement platform is connected with a demand side platform.

8. The system of claim 7 , where the attribute includes workforce scheduling information, the demand side platform being further configured to send the prompt to engage to an audience computer based on the workforce scheduling information.

9. The system of claim 7 , where the attribute includes a knowledge management corpus, the demand side platform is further configured to send the prompt to engage to an audience computer based on a determined knowledge management corpus.

10. The system of claim 7 , where the demand side platform sends information about the prompt to engage to the customer engagement platform to aid with scheduling representatives.

11. A system, comprising:
a processor and instructions stored in a machine-readable medium that, when executed by the processor, cause the processor to:
receive a request including an attribute associated with a prompt to engage;
select and transmit, in response to the request, contact information for a contact point from a pool of available contact points;
store the selected contact information in association with the attribute;
retrieve the attribute in response to identifying an interaction addressed to the contact point;
forward the retrieved attribute for receipt by an agent device of a customer contact center agent, wherein the agent device is configured to further transmit results of the interaction to a market processing system; and
release the contact point to the pool of available contact points.

12. The system of claim 11 , the processor being further configured to update the attribute after the interaction is completed.

13. The system of claim 11 , where the interaction is attributed based on a contact information.

14. The system of claim 13 , where a customer engagement platform provides the contact information associated with the attribute.

15. A method, comprising:
receiving, by a processor, a request including an attribute associated with a prompt to engage;
selecting and transmitting, by the processor, in response to the request, contact information for a contact point from a pool of available contact points;
storing, by the processor, the selected contact information in association with the attribute;
retrieving, by the processor, the attribute in response to identifying an interaction addressed to the contact point;
forwarding, by the processor, the retrieved attribute for receipt by an agent device of a customer contact center agent, wherein the agent device is configured to further transmit results of the interaction to a market processing system; and
releasing, by the processor, the contact point to the pool of available contact points.

16. The method of claim 15 , where the interaction is associated with the attribute based on a contact information.

17. The method of claim 15 , further comprising the prompt to engage being sent to an audience computer based on workforce scheduling information.

18. The method of claim 15 , further comprising the prompt to engage being sent to an audience computer based on a knowledge management corpus.

19. The system of claim 1 , wherein the attribute is marketing attribution data.

20. The system of claim 1 , wherein the prompt to engage is an advertisement.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Kaiser Lizanne
• Bell Cliff
• Stoops Daniel
• Ristock Herbert Willi Artur
• Kraeutler James

Classifications

• G06Q30/015

  Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk · CPC title

• H04M2203/402

  Agent or workforce management · CPC title

• H04M3/5232

  Call distribution algorithms · CPC title

• G06Q30/0277

  Online advertisement · CPC title

• G06Q30/0264

  based upon schedule · CPC title