Customer relationship management for “private”...

Details Customer relationship management for “private”... Customer relationship management for “private”...

2006-09-19

2006-09-19

Bui, Bing Q. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265020

Reexamination Certificate

active

07110522

ABSTRACT:
A system and method enabling a telecommunications provider to ensure, through a customer relationship management protocol, that a customer requesting a private number is also offered per-line blocking is provided. In an illustrative implementation, the invention contemplates a computer application comprising customer care and billing functions that provide information to customer service representatives to inquire with a customer seeking a “private” number whether “per line” blocking is also sought. In certain instances, numbers that are designated as private may show up on a called party's caller identification terminal since the caller identification block for the private number was not properly requested at the time of requesting a private number. The present invention aims to provide a customer relationship management protocol for use by customer service representatives to ensure that customers are made aware of the differing services between caller identification block and private number designations.

REFERENCES:
patent: 5701301 (1997-12-01), Weisser, Jr.
patent: 5838774 (1998-11-01), Weisser, Jr.
patent: 6700965 (2004-03-01), Ferrer et al.
patent: 6804346 (2004-10-01), Mewhinney
patent: 2002/0122401 (2002-09-01), Xiang et al.
Telcordia™ Technologies Performance from Experience, Customer Care and Billing, “Telcordia™ Customer Care, Ordering and Billing System for Emerging Carriers, A Flexible, Convergent, and Robust Solution”, 2000, 4 pages.
The Customer Relationship Management Primer, “What You Need to Know to Get Started”, Apr. 2002, Published by crmguru.com, 42 pages.

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