A computer-implemented method executed using a computing device comprises digitally generating and storing a machine learning statistical topic model in computer memory, the topic model being programmed to model call transcript data representing words spoken on a call as a function of one or more topics of a set of topics, the set of topics being modeled to comprise a set of pre-seeded topics and a set of non-pre-seeded topics, and the one or more topics being modeled as a function of a probability distribution of topics; programmatically pre-seeding the topic model with a set of keyword groups, each keyword group associating a respective set of keywords with a topic of the set of pre-seeded topics; programmatically training the topic model using unlabeled training data; conjoining a classifier to the topic model to create a classifier model, the classifier defining a joint probability distribution over topic vectors and one or more observed labels; programmatically training the classifier model using labeled training data; receiving target call transcript data comprising an electronic digital representation of a verbal transcription of a target call; programmatically determining, using the classifier model, at least one of one or more topics of the target call or one or more classifications of the target call; digitally storing the target call transcript data with additional data indicating the determined one or more topics of the target call and/or the determined one or more classifications of the target call; accessing, in computer storage, a first digitally stored electronic document comprising a first text; receiving computer input specifying a search query comprising one or more search terms; processing the search query using the classifier model to output a query topic vector representing a thematic content of the search query; processing the first text using the classifier model to output and store in the computer memory a first plurality of topic vectors each representing a topic in the text; using the query topic vector and the first plurality of topic vectors, calculating a plurality of similarity values, each of the similarity values representing a similarity of the query topic vector to a particular topic vector among the first plurality of topic vectors; outputting a visual display that specifies one or more topic vectors among the first plurality of topic vectors having one or more corresponding similarity values that are greater than a specified threshold similarity value.
A computer-implemented method for analyzing whether a phone call is answered by a human agent. The computer-implemented method receives phone call audio data of the phone call and separates the phone call audio data into caller stream data and agent stream data that each includes a plurality of frames and calculates decibel level for each frame. In response to measuring alternating groups of frames in the caller stream data and agent stream data that exceed a dialog decibel threshold, the computer-implemented method further identifies a dialog in the phone call audio data. In response to measuring decibel levels that exceed the dialog decibel threshold in corresponding frames in both the caller stream data and agent stream data, the computer-implemented method further identifies talkover in the phone call audio data. Furthermore, in response to identifying the dialog and if a level of talkover in the phone call audio data does not exceed a talkover threshold, the computer-implemented method determines the call is answered by the human agent.
In one embodiment, the disclosed technology involves: digitally generating and storing a machine learning statistical topic model in computer memory, the topic model being programmed to model call transcript data representing words spoken on a call as a function of one or more topics of a set of topics that includes pre-seeded topics and non-pre-seeded topics; programmatically pre-seeding the topic model with a set of keyword groups; programmatically training the topic model using unlabeled training data; conjoining a classifier to the topic model to create a classifier model; programmatically training the classifier model using labeled training data; receiving target call transcript data; programmatically determining at least one of one or more topics of the target call or one or more classifications of the target call; and digitally storing the target call transcript data with additional data indicating the determined topics and/or classifications of the target call.
42 - Scientific, technological and industrial services, research and design
Goods & Services
Providing non-downloadable computer software for use in obtaining and storing digital data representing consumer online interactions with websites of consumer products or services and providing the data to contact center agents who provide assistance to consumers of the same websites; Providing non-downloadable computer software for use in customer data platforms (CDPs) or customer relationship management (CRM); Providing non-downloadable computer software for use in managing call centers and contact centers.
42 - Scientific, technological and industrial services, research and design
Goods & Services
Providing online non-downloadable computer software for use in obtaining and storing digital data representing consumer online interactions with other systems and providing the data to contact center agents; Providing online non-downloadable computer software for use in customer data platforms (CDPs) or customer relationship management (CRM); Providing online non-downloadable computer software for use in managing call centers and contact centers
6.
Automatic classification of phone calls using representation learning based on the hierarchical pitman-yor process
Embodiments of the disclosed technology include a representation learning model for classification of natural language text. In embodiments, a classification model comprises a feature model and a classifier. The feature model may be hierarchical in nature: data may pass through a series of representations, decreasing in specificity and increasing in generality. Intermediate levels of representation may then be used as automatically learned features to train a statistical classifier. Specifically, the feature model may be based on a hierarchical Pitman-Yor process. In embodiments, once the feature model has been expressed as a Bayesian Belief Network and some aspect of the feature model has been selected for prediction, the feature model may be attached to the classifier. In embodiments, after training, potentially using a mix of labeled and unlabeled data, the classification model can be used to classify documents such as call transcripts based on topics of conversation represented in the transcripts.
Systems and methods for generating training data for a supervised topic modeling system from outputs of a topic discovery model are described herein. In an embodiment, a system receives a plurality of digitally stored call transcripts and, using a topic model, generates an output which identifies a plurality of topics represented in the plurality of digitally stored call transcripts. Using the output of the topic model, the system generates an input dataset for a supervised learning model by identify a first subset of the plurality of digitally stored call transcripts that include the particular topic, storing a positive value for the first subset, identifying a second subset that do not include the particular topic, and storing a negative value for the second subset. The input training dataset is then used to train a supervised learning model.
In one embodiment, the disclosed technology involves: digitally generating and storing a machine learning statistical topic model in computer memory, the topic model being programmed to model call transcript data representing words spoken on a call as a function of one or more topics of a set of topics that includes pre-seeded topics and non-pre-seeded topics; programmatically pre-seeding the topic model with a set of keyword groups; programmatically training the topic model using unlabeled training data; conjoining a classifier to the topic model to create a classifier model; programmatically training the classifier model using labeled training data; receiving target call transcript data; programmatically determining at least one of one or more topics of the target call or one or more classifications of the target call; and digitally storing the target call transcript data with additional data indicating the determined topics and/or classifications of the target call.
A system, method, and computer program product uses an application that allows people who have websites to track phone calls by how they got to the website. JavaScript may be loaded onto the webpage that tracks how a visitor came to the site, and then displays a phone number that is unique to that visitor. When a call comes in, the application determines which visitor called in, based on the number they dialed and other metrics. This allows the application to match the source of the visit to the phone call itself.
There are disclosed systems and methods for facilitating communications between individuals and enterprises and in particular, to methods and systems for tracking and attributing customer and/or customer prospect online and offline communications in association with a marketing campaign.
Systems and methods for improving call topic models are described herein. In an embodiment a server computer receives call transcript data comprising an electronic digital representation of a verbal transcription of a call between a first person of a first person type and a second person of a second person type. The server computer splits the call transcript data into first person type data comprising words spoken by the first person in the call and second person type data comprising words spoken by the second person type in the call. The server computer uses a stored topic model to determine a topic of the call, the topic model simultaneously modeling the first person type data as a function of a first probability distribution of words used by the first person type for one or more topics and the second person type data as a function of a second probability distribution of words used by the second person type for the one or more topics, both the first probability distribution of words and the second probability distribution of words being modeled as a function of a third probability distribution of words for the one or more topics. The server computer then stores a data record identifying the topic of the call and/or stores data identifying the topic of the call with the call transcripts.
Systems and methods for improving machine learning systems used to model topics on a plurality of calls are described herein. In an embodiment, a server computer receives plurality of digitally stored call transcripts that have been prepared from digitally recorded voice calls. The server computer uses a topic model of an artificial intelligence machine learning system, the topic model modeling words of a call as a function of one or more word distributions for each topic of a plurality of topics, to generate an output of the topic model which identifies the plurality of topics represented in the plurality of call transcripts. The server computer computes, for a particular topic of the plurality of topics a first value representing a vocabulary of the particular topic and a second value representing a consistency of the particular topic in two more call transcripts of the plurality of call transcripts which include the particular topic. Based, at least in part, on one or more of the first value or the second value, the server computer determines that the particular topic meets a particular criterion and, in response, updates the output of the topic model to remove the particular topic or distinguish the particular topic from other topics of the plurality of topics which do not meet the particular criterion.
Systems and methods for generating training data for a supervised topic modeling system from outputs of a topic discovery model are described herein. In an embodiment, a system receives a plurality of digitally stored call transcripts and, using a topic model, generates an output which identifies a plurality of topics represented in the plurality of digitally stored call transcripts. Using the output of the topic model, the system generates an input dataset for a supervised learning model by identify a first subset of the plurality of digitally stored call transcripts that include the particular topic, storing a positive value for the first subset, identifying a second subset that do not include the particular topic, and storing a negative value for the second subset. The input training dataset is then used to train a supervised learning model.
Systems and methods for improving call topic models are described herein. In an embodiment a server computer receives call transcript data comprising an electronic digital representation of a verbal transcription of a call between a first person of a first person type and a second person of a second person type. The server computer splits the call transcript data into first person type data comprising words spoken by the first person in the call and second person type data comprising words spoken by the second person type in the call. The server computer uses a stored topic model to determine a topic of the call, the topic model simultaneously modeling the first person type data as a function of a first probability distribution of words used by the first person type for one or more topics and the second person type data as a function of a second probability distribution of words used by the second person type for the one or more topics, both the first probability distribution of words and the second probability distribution of words being modeled as a function of a third probability distribution of words for the one or more topics. The server computer then stores a data record identifying the topic of the call and/or stores data identifying the topic of the call with the call transcripts.
42 - Scientific, technological and industrial services, research and design
Goods & Services
Ad serving, namely, placing advertisements on websites for others using specialized computer software; Advertising and advertisement services; Advertising and marketing; Advertising and promotion services and related consulting; Advertising consultation; Advertising particularly services for the promotion of goods; Advertising services; Advertising, marketing and promotion services; Business consulting services relating to the interfacing and integration of the areas of business process technology, and operational sustainability, and marketing automation; Business marketing consulting services; Business marketing services; Business marketing services in the field of business marketing automation; Demographic consultation; Developing promotional campaigns for business; Direct marketing advertising for others; Direct marketing consulting services; Displaying advertisements for others; Dissemination of advertisements; Dissemination of advertising for others via the Internet; Marketing consulting; Marketing plan development; Marketing services, namely, conducting consumer tracking behavior research and consumer trend analysis; Marketing services, namely, consumer and business-to-business marketing, promotional and advertising services provided by mobile telephone connections and mobile devices; Matching consumers with professionals in the field of residential and commercial services via computer network; Placing advertisements for others; Preparing advertisements for others; Processing telephone inquiries regarding advertised goods and services; Promoting the goods and services of others by licensing a toll-free telephone number; Providing information pertaining to procurement, buying, selling and tendering information and opportunities relating to goods, services, and construction via computer, computer networks, telephone, the internet or electronic mail; Publishing of advertising texts; Sales volume tracking for others. Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for use in the field of program management, marketing automation, and customer interaction management including sales, marketing, and customer support call centers; computer software for connecting callers with sales, marketing, and customer support call centers, monitoring consumer interactions with sales, marketing, and customer support call centers, and data collection, data mining, speech processing; computer software for analyzing collected and determined data for the purpose of consumer profiling, customer acquisition, real-time and non-real-time customer analysis, implicit and explicit customer and prospective customer data capture, customer engagement optimization, and customer experience enhancements; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for call processing; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for interfacing with customers and integration of customer service communication data in the field of business process technology, operational sustainability, communication systems, and marketing automation systems; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for facilitating inbound and outbound telephone and online communications; Application service provider (ASP) services featuring software for enhancing and filtering inbound customer and prospective customer communications including improved targeting of customer and prospective customer communications; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for the management and operation of telephone sales and support communication centers.
42 - Scientific, technological and industrial services, research and design
Goods & Services
(1) Software as a service (SAAS) services for analyzing calls; Software as a service (SAAS) services for analyzing speech and detecting conversation topics; Software as a service (SAAS) services featuring software using artificial intelligence for recording, analyzing, and grouping real-time conversation data into topics for use in the field of marketing, digital advertising and customer engagement
There are disclosed systems and methods for facilitating communications between individuals and enterprises and in particular, to methods and systems for tracking and attributing customer and/or customer prospect online and offline communications in association with a marketing campaign.
42 - Scientific, technological and industrial services, research and design
Goods & Services
(1) Ad serving, namely, placing advertisements on websites for others using specialized computer software; advertising the goods and services of others; advertising and marketing the goods and services of others; advertising and promotion services and related consulting for promotion services; advertising consultation; business consulting services relating to the interfacing and integration of the areas of business process technology, and operational sustainability, and marketing automation; business marketing consulting services; business marketing consulting services; business marketing services in the field of business marketing automation; consultancy relating to demographics for marketing purposes; developing promotional campaigns for others; direct marketing advertising for others; direct marketing consulting services; developing advertising campaigns for others; dissemination of advertising materials for others; dissemination of advertising for others via the Internet; marketing consulting; creative marketing plan development services and digital marketing strategic plan development services for others; marketing services, namely, conducting consumer tracking behavior research and consumer trend analysis; marketing services, namely, consumer and business-to-business marketing, promotional and advertising services provided by mobile telephone connections and mobile phones; providing an online marketplace for buyers and sellers of services; placing advertisements for others; preparing advertisements for others; processing telephone inquiries regarding advertised goods and services; promoting the goods and services of others by licensing a toll-free telephone number; providing information pertaining to procurement, buying, selling and tendering information and opportunities relating to goods, services, and construction via computer, computer networks, telephone, the internet or electronic mail; advertising services through the use of mobile phone texts; sales volume tracking for others
(2) Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for use in the field of program management, marketing automation, and customer interaction management including sales, marketing, and customer support call center, namely, communication software for connecting callers with sales, marketing, and customer support call centers, monitoring consumer interactions with sales, marketing, and customer support call centers, and data collection, data mining, speech processing, and for analyzing collected and determined data for the purpose of consumer profiling, customer acquisition, real-time and non-real-time customer analysis, implicit and explicit customer and prospective customer data capture, customer engagement optimization, and customer experience enhancements; Application service provider (ASP) services for call processing, Software as a services (SAAS) services for call processing and Platform as a service (PAAS) services for call processing; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for interfacing with customers and integration of customer service communication data in the field of business process technology, operational sustainability, communication systems, and marketing automation systems; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for facilitating inbound and outbound telephone and online communications; Application service provider (ASP) services featuring software for enhancing and analyzing inbound customer and prospective customer communications to improve targeting of customer and prospective customer communications; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for managing and operating telephone sales and supporting communication centers
42 - Scientific, technological and industrial services, research and design
Goods & Services
(1) Ad serving, namely, placing advertisements on websites for others using specialized computer software; advertising the goods and services of others; advertising and marketing the goods and services of others; advertising and promotion services and related consulting for promotion services; advertising consultation; business consulting services relating to the interfacing and integration of the areas of business process technology, and operational sustainability, and marketing automation; business marketing consulting services; business marketing consulting services; business marketing services in the field of business marketing automation; consultancy relating to demographics for marketing purposes; developing promotional campaigns for others; direct marketing advertising for others; direct marketing consulting services; developing advertising campaigns for others; dissemination of advertising materials for others; dissemination of advertising for others via the Internet; marketing consulting; creative marketing plan development services and digital marketing strategic plan development services for others; marketing services, namely, conducting consumer tracking behavior research and consumer trend analysis; marketing services, namely, consumer and business-to-business marketing, promotional and advertising services provided by mobile telephone connections and mobile phones; providing an online marketplace for buyers and sellers of services; placing advertisements for others; preparing advertisements for others; processing telephone inquiries regarding advertised goods and services; promoting the goods and services of others by licensing a toll-free telephone number; providing information pertaining to procurement, buying, selling and tendering information and opportunities relating to goods, services, and construction via computer, computer networks, telephone, the internet or electronic mail; advertising services through the use of mobile phone texts; sales volume tracking for others
(2) Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for use in the field of program management, marketing automation, and customer interaction management including sales, marketing, and customer support call center, namely, communication software for connecting callers with sales, marketing, and customer support call centers, monitoring consumer interactions with sales, marketing, and customer support call centers, and data collection, data mining, speech processing, and for analyzing collected and determined data for the purpose of consumer profiling, customer acquisition, real-time and non-real-time customer analysis, implicit and explicit customer and prospective customer data capture, customer engagement optimization, and customer experience enhancements; Application service provider (ASP) services for call processing, Software as a services (SAAS) services for call processing and Platform as a service (PAAS) services for call processing; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for interfacing with customers and integration of customer service communication data in the field of business process technology, operational sustainability, communication systems, and marketing automation systems; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for facilitating inbound and outbound telephone and online communications; Application service provider (ASP) services featuring software for enhancing and analyzing inbound customer and prospective customer communications to improve targeting of customer and prospective customer communications; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for managing and operating telephone sales and supporting communication centers
42 - Scientific, technological and industrial services, research and design
Goods & Services
Software as a service (SAAS) services featuring software that uses computer-implemented artificial intelligence and machine learning technology for analyzing and detecting topics of conversation in past telephone calls; Software as a service (SAAS) services featuring software using computer-implemented artificial intelligence and machine learning technology for recording, analyzing, and grouping real-time conversation data into topics for use in the field of digital advertising and customer engagement; none of the aforementioned services featuring software for open source privacy technology, consumer peer-to-peer messaging, or secure transmission of digital content, audio and video, social networking, or enabling the electronic transfer of money
21.
Performance score determiner for binary signal classifiers
There are disclosed devices, system and methods for determining a performance score for a trained binary signal classifier (classifier) by determining test output predictions for test input data entries that are input into the classifier. The test outputs are then compared to known outputs of each of the input data entries to determine whether each test output is a true negative (TN), true positive (TP), false negative (FN) or false positive (FP). A number of correct test outputs (R) is defined as a number of the true negative outputs (TN) plus a number of the true positive outputs (TP). A number of incorrect test outputs (W) is defined as a number of the false negative outputs (FN) plus a number of the false positive outputs (FP). The performance score is then calculated using a mathematical expression that decreases as W increases, decreases as TN decreases and decreases as TP decreases.
There are disclosed devices, system and methods for a machine learning binary classifier automatically tolerating training data that is incorrect by determining a correct and an incorrect likelihood ratio that each training data entry has a correctly and an incorrectly labeled output. The correct and an incorrect likelihood ratio are combined with a correct and an incorrect priori odds ratio that the set of training data entries have correctly and incorrect labeled output labels. These two combinations are a correct probability and an incorrect probability that each entry of the set of entries has a correctly and an incorrect labeled output. A logistic regression model if fit to a combination of the correct probability and the incorrect probability for each training data entry to complete the training.
There are disclosed devices, system and methods for desired signal spotting in noisy, flawed environments by identifying a signal to be spotted, identifying a target confidence level, and then passing a pool of cabined arrays through a comparator to detect the identified signal, wherein the cabined arrays are derived from respective distinct environments. The arrays may include plural converted samples, each converted sample include a product of a conversion of a respective original sample, the conversion including filtering noise and transforming the original sample from a first form to a second form. Detecting may include measuring a confidence of the presence of the identified signal in each of plural converted samples using correlation of the identified signal to bodies of known matching samples. If the confidence for a given converted sample satisfies the target confidence level, the given sample is flagged.
H04M 3/54 - Arrangements for diverting calls for one subscriber to another predetermined subscriber
H04M 3/18 - Automatic or semi-automatic exchanges with means for reducing interferenceAutomatic or semi-automatic exchanges with means for reducing effects due to line faults
H04M 3/22 - Arrangements for supervision, monitoring or testing
24.
Desired signal spotting in noisy, flawed environments
There are disclosed devices, system and methods for desired signal spotting in noisy, flawed environments by identifying a signal to be spotted, identifying a target confidence level, and then passing a pool of cabined arrays through a comparator to detect the identified signal, wherein the cabined arrays are derived from respective distinct environments. The arrays may include plural converted samples, each converted sample include a product of a conversion of a respective original sample, the conversion including filtering noise and transforming the original sample from a first form to a second form. Detecting may include measuring a confidence of the presence of the identified signal in each of plural converted samples using correlation of the identified signal to bodies of known matching samples. If the confidence for a given converted sample satisfies the target confidence level, the given sample is flagged.
G10L 25/84 - Detection of presence or absence of voice signals for discriminating voice from noise
H04M 3/54 - Arrangements for diverting calls for one subscriber to another predetermined subscriber
H04M 3/18 - Automatic or semi-automatic exchanges with means for reducing interferenceAutomatic or semi-automatic exchanges with means for reducing effects due to line faults
H04M 3/22 - Arrangements for supervision, monitoring or testing
There are disclosed devices, system and methods for desired signal spotting in noisy, flawed environments by identifying a signal to be spotted, identifying a target confidence level, and then passing a pool of cabined arrays through a comparator to detect the identified signal, wherein the cabined arrays are derived from respective distinct environments. The arrays may include plural converted samples, each converted sample include a product of a conversion of a respective original sample, the conversion including filtering noise and transforming the original sample from a first form to a second form. Detecting may include measuring a confidence of the presence of the identified signal in each of plural converted samples using correlation of the identified signal to bodies of known matching samples. If the confidence for a given converted sample satisfies the target confidence level, the given sample is flagged.
H04M 3/18 - Automatic or semi-automatic exchanges with means for reducing interferenceAutomatic or semi-automatic exchanges with means for reducing effects due to line faults
H04M 3/22 - Arrangements for supervision, monitoring or testing
H04M 3/54 - Arrangements for diverting calls for one subscriber to another predetermined subscriber
G10L 25/84 - Detection of presence or absence of voice signals for discriminating voice from noise
42 - Scientific, technological and industrial services, research and design
Goods & Services
Telecommunication services, namely, automatic routing of calls to third parties based on marketing responses Business marketing services for others, namely, tracking and monitoring consumer calls in response to advertising and marketing, gathering consumer information and data related to consumer calls, measuring effectiveness of advertising and marketing campaigns by analyzing advertising responses and related data, and providing related reports to marketing and business department clients across all industries Software as a Service (SAAS) services, namely, providing temporary use of non-downloadable cloud-based software for tracking and monitoring consumer calls in response to advertising and marketing, for gathering consumer information and data related to consumer calls, for measuring effectiveness of advertising and marketing campaigns by analyzing advertising responses and related data, and for providing related reports to marketing and business department clients across all industries
42 - Scientific, technological and industrial services, research and design
Goods & Services
Telecommunication services, namely, providing specialized consumer call capabilities that enable the recording of consumer phone calls in order to measure, analyze and communicate their effectiveness, as well as the effectiveness of underlying marketing campaigns, through analyzing keyword spotting and grouping, artificial intelligence and machine learning models Business marketing services for others, namely, business records management in the field of recorded consumer phone calls in order to measure and communicate their effectiveness, as well as the effectiveness of underlying marketing campaigns, through analyzing keyword spotting and grouping, artificial intelligence and machine learning models Software as a Service (SAAS) services, namely, providing temporary use of non-downloadable cloud-based software that provides the ability to record and monitor consumer phone calls, and to measure and communicate their effectiveness, as well as the effectiveness of underlying marketing campaigns, such ability being enabled by tools such as keyword spotting and grouping, artificial intelligence and machine learning models
42 - Scientific, technological and industrial services, research and design
Goods & Services
Telecommunications services, namely, providing access to telecommunication networks for use of the data of marketing partners, thereby enabling the combination of marketing data groups into one larger report for marketing and business department clients across all industries Business marketing services for others, namely, compiling and analyzing data and other sources of information for business purposes in order to provide access to and use of the data of marketing partners, thereby enabling the combination of marketing data groups into one larger report for marketing and business department clients across all industries Software as a Service (SAAS) services, namely, providing temporary use of non-downloadable cloud-based software that enables access to and use of the data of marketing partners, thereby enabling the combination of marketing data groups into one larger report for marketing and business department clients across all industries
29.
System, method, and computer program product for automatically analyzing and categorizing phone calls
Disclosed embodiments relate generally to systems and methods for automatically analyzing and categorizing phone calls for subsequent processing by telecommunications systems. Waveform and/or data analysis may automatically be performed on incoming call records in real or near real time.
42 - Scientific, technological and industrial services, research and design
Goods & Services
Advanced product research in the field of artificial intelligence; Computer software consultation; Data conversion of electronic information; Software as a service (SAAS) services featuring software for marketing, sales, call tracking and analytics; Consulting services in the field of software as a service (SAAS)
31.
System and method for automatically detecting undesired calls
A system is provided for thwarting the undesired incoming calls and eliminating the impact of robocalls, tollfree pumping, political spam, data collection bots, and other phone fraud forms. The system has a spam detection unit with a plurality of spam type modules and each spam type module is configured to detect a different type of spam.
H04M 3/42 - Systems providing special services or facilities to subscribers
H04M 3/22 - Arrangements for supervision, monitoring or testing
H04M 3/436 - Arrangements for screening incoming calls
H04M 3/493 - Interactive information services, e.g. directory enquiries
H04M 3/58 - Arrangements for transferring received calls from one subscriber to anotherArrangements affording interim conversations between either the calling or the called party and a third party
42 - Scientific, technological and industrial services, research and design
Goods & Services
Software as a Service (SAAS) services featuring software for integrating customer relationship management (CRM) and marketing automation software applications; providing temporary use of non-downloadable cloud-based software for creating, managing and automating interactive electronic communication in the fields of marketing, sales, customer service, and customer support; providing temporary use of non-downloadable artificial intelligence-based software that automates interactive electronic transmissions in the field of marketing and sales, namely, software for connecting, engaging, developing, qualifying and following up with marketing and sales leads
42 - Scientific, technological and industrial services, research and design
Goods & Services
Software as a Service (SAAS) services featuring software for integrating customer relationship management (CRM) and marketing automation software applications; providing temporary use of non-downloadable cloud-based software for creating, managing and automating interactive electronic communication in the fields of marketing, sales, customer service, and customer support; providing temporary use of non-downloadable artificial intelligence-based software that automates interactive electronic transmissions in the field of marketing and sales, namely, software for connecting, engaging, developing, qualifying and following up with marketing and sales leads
Methods and systems for reducing the impact of fraudulent or spam calls are disclosed. One or more calls to a first phone address are received, the first phone address not currently associated with a communication for a customer prospect. The calling party phone addresses associated with the calls received prior to the association of the first phone address to the first communication are stored. Then the first phone address is associated to the first communication. A first call to the first phone address is received. Prior to answering the first call and at least partly in response to a determination that a calling party phone address of the first call matches one of the previously stored calling party phone address, the first call is identified as a spam or otherwise undesirable call candidate and may be rejected.
H04M 3/436 - Arrangements for screening incoming calls
H04M 3/22 - Arrangements for supervision, monitoring or testing
35.
System, method, and computer program product for call tracking using caller identification in cross-channel marketing automation management support with intelligent privacy protection
A system, methods, and computer program products for performing call tracking in a novel way wherein caller ID data is obfuscated so as to preserve a caller's privacy by protecting their telephone number.
H04M 3/42 - Systems providing special services or facilities to subscribers
G06Q 30/02 - MarketingPrice estimation or determinationFundraising
H04L 29/06 - Communication control; Communication processing characterised by a protocol
H04L 29/08 - Transmission control procedure, e.g. data link level control procedure
H04L 9/06 - Arrangements for secret or secure communicationsNetwork security protocols the encryption apparatus using shift registers or memories for blockwise coding, e.g. D.E.S. systems
G06F 21/62 - Protecting access to data via a platform, e.g. using keys or access control rules
H04M 3/487 - Arrangements for providing information services, e.g. recorded voice services or time announcements
There are disclosed systems and methods for facilitating communications between individuals and enterprises and in particular, to methods and systems for tracking and attributing customer and/or customer prospect online and offline communications in association with a marketing campaign.
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
H04L 29/08 - Transmission control procedure, e.g. data link level control procedure
H04M 7/00 - Arrangements for interconnection between switching centres
H04M 3/42 - Systems providing special services or facilities to subscribers
G06Q 30/02 - MarketingPrice estimation or determinationFundraising
G06Q 50/00 - Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
H04M 3/487 - Arrangements for providing information services, e.g. recorded voice services or time announcements
H04M 3/493 - Interactive information services, e.g. directory enquiries
38.
Methods and systems for data transfer and campaign management
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
H04L 29/08 - Transmission control procedure, e.g. data link level control procedure
H04M 7/00 - Arrangements for interconnection between switching centres
H04M 3/42 - Systems providing special services or facilities to subscribers
G06Q 30/02 - MarketingPrice estimation or determinationFundraising
G06Q 50/00 - Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
39.
Phone-call triggered system and method for transmitting information via network-enabled server
In one embodiment, a phone number is used in connection with an advertising or marketing campaign. The account associated with the phone number may be configured to specify the type of information and the type of actions to be taken when a phone call is placed to the phone number. After the call that has placed to the phone number has completed, information relating to the call is compiled. Upon compilation, the information is transmitted by a network-enabled device using a protocol, where in one embodiment, the protocol is HTTP.
A system and method establish interactive communications between a merchant and a customer via a third party. A merchant computer provides a link to a customer computer via a computer network for accessing a data entry element on the customer computer. The data entry element facilitates entry of customer information for sending to a third-party server at a contact time to initiate merchant communications. The merchant computer receives from the third party server, generally at the contact time, customer information comprising at least one of calling history, the customer information entered into the data entry element, customer information from a data source, and demographic information. The merchant computer accesses the customer information for determining whether to engage in interactive communications with the customer generally at the contact time. The merchant engages in interactive communications with the customer generally at the contact time when it is determined to do so.
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
Methods and systems for reducing the impact of fraudulent or spam calls are disclosed. One or more calls to a first phone address are received, the first phone address not currently associated with a communication for a customer prospect. The calling party phone addresses associated with the calls received prior to the association of the first phone address to the first communication are stored. Then the first phone address is associated to the first communication. A first call to the first phone address is received. Prior to answering the first call and at least partly in response to a determination that a calling party phone address of the first call matches one of the previously stored calling party phone address, the first call is identified as a spam or otherwise undesirable call candidate and may be rejected.
Disclosed embodiments relate generally to Customer Relationship Management (CRM), and more particularly to a system, methods, and computer program products providing or supporting a cross-channel CRM support system for serving contact phone numbers for display at a web site and using such numbers to track, analyze and utilize prospective customer behavior on the Internet prior to the prospective customer calling the served contact phone number.
An automated method for determining the validity of an incoming phone call including receiving an incoming phone call, activating a controller in response to receipt of the incoming phone call, wherein the controller generates a multi-digit code in response to the receipt of the incoming call, outputs an audible version of the multi-digit code to a caller for the incoming call, requests the caller to input the multi-digit code, compares the multi-digit code with a caller input, determines the call is invalid in response to a mismatch between the multi-digit code and the caller input, and terminates the phone call.
Methods and systems for reducing the impact of fraudulent or spam calls are disclosed. One or more calls to a first phone address are received, the first phone address not currently associated with a communication for a customer prospect. The calling party phone addresses associated with the calls received prior to the association of the first phone address to the first communication are stored. Then the first phone address is associated to the first communication. A first call to the first phone address is received. Prior to answering the first call and at least partly in response to a determination that a calling party phone address of the first call matches one of the previously stored calling party phone address, the first call is identified as a spam or otherwise undesirable call candidate and may be rejected.
An online and offline communication processing and tracking system using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first customer prospect communication. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is routed to entity placing a bid on the caller call. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged.
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
42 - Scientific, technological and industrial services, research and design
Goods & Services
Ad serving, namely, placing advertisements on websites for others using specialized computer software; Advertising and advertisement services; Advertising and marketing; Advertising and promotion services and related consulting; Advertising consultation; Advertising particularly services for the promotion of goods; Advertising services; Advertising, marketing and promotion services; Business consulting services relating to the interfacing and integration of the areas of business process technology, and operational sustainability, and marketing automation; Business marketing consulting services; Business marketing services; Business marketing services in the field of business marketing automation; Demographic consultation; Developing promotional campaigns for business; Direct marketing advertising for others; Direct marketing consulting services; Displaying advertisements for others; Dissemination of advertisements; Dissemination of advertising for others via the Internet; Marketing consulting; Marketing plan development; Marketing services, namely, conducting consumer tracking behavior research and consumer trend analysis; Marketing services, namely, consumer and business-to-business marketing, promotional and advertising services provided by mobile telephone connections and mobile devices; Matching consumers with professionals in the field of residential and commercial services via computer network; Placing advertisements for others; Preparing advertisements for others; Processing telephone inquiries regarding advertised goods and services. Promoting the goods and services of others by licensing a toll-free telephone number; Providing information pertaining to procurement, buying, selling and tendering information and opportunities relating to goods, services, and construction via computer, computer networks, telephone, the internet or electronic mail; Publishing of advertising texts; Sales volume tracking for others Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for use in the field of program management, marketing automation, and customer interaction management including sales, marketing, and customer support call center, namely, communication software for connecting callers with sales, marketing, and customer support call centers, monitoring consumer interactions with sales, marketing, and customer support call centers, and data collection, data mining, speech processing, and for analyzing collected and determined data for the purpose of consumer profiling, customer acquisition, real-time and non-real-time customer analysis, implicit and explicit customer and prospective customer data capture, customer engagement optimization, and customer experience enhancements; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for call processing; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for interfacing with customers and integration of customer service communication data in the field of business process technology, operational sustainability, communication systems, and marketing automation systems; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for facilitating inbound and outbound telephone and online communications; Application service provider (ASP) services featuring software for enhancing and filtering inbound customer and prospective customer communications including improved targeting of customer and prospective customer communications; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for the management and operation of telephone sales and support communication centers; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for interacting with and marketing to potential customers; Application service provider (ASP) services featuring software for matching consumers with professionals in the field of residential and commercial services; [ Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for the placement of advertisements and online advertisements; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for the preparing and managing advertisements for others; ] Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for processing calls and message inquiries regarding advertised goods and services; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for management of marketing programs including the management, tracking, scoring, and reporting of online and offline communications with customers and prospective customer; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for the toll-free promotion of goods and services; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for the generation and collection of information pertaining to procurement, buying, selling and tendering information and opportunities relating to goods and services; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for internet advertising and marketing, customer acquisition, customer generation, customer interaction, consumer engagement, customer support, and customer service management; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for managing and analyzing customer interaction information and data collection; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for statistical data analysis and reporting; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for statistical data analysis and reporting of implicit and explicit customer data for routing, bridging, filtering, and monitoring voice communications of customers and for the integration, comparison, and analysis of said customer interaction data in voice communications; [ Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for dissemination of advertising via data networks and the Internet; ] Application service provider (ASP) services. Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring marketing software for creating, managing, delivering, automating and measuring online marketing campaigns and collecting, analyzing and reporting data produced from online marketing campaigns; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for managing customer relationships and for analyzing customer service data for the purpose of improving customer support, customer service, facilitating customer communication, and the ability of goods and service providers to inform, engage and connect with their customers to allow them to participate in discussions with their customers, and to get customer feedback; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for prospective-customer and customer management software for managing online marketing campaigns, preparing reports about prospective and current customers, identifying sales opportunities, tracking customer interactions and accessing related reports; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for managing processes for customer interactions and customer relationships; [ Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for distributing marketing messages, analyzing data, and accessing customer data for leveraging mobile technologies; ] Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for implementing call centers, including interactive voice response modules, time-based call routing, caller ID routing, voicemail, voice mail access, voicemail notification, call forwarding, call transferring and call logging; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for routing incoming calls based on caller-selected choices, customer data from external systems or call center-defined choices; and, [ Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for placing advertisements for others; ] Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for call processing in the field of marketing campaign and program management; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for marketing automation, customer interaction management, voice and image processing and for consumer profiling using collected and determined data; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for analyzing data for the purpose of customer acquisition, customer engagement optimization and customer experience enhancement and for real-time and non-real-time customer analysis and implicit and explicit customer and customer prospect data capture; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for marketing, promoting and advertising services of third parties on a mobile device of a customer or prospective customer; [ Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for placing in-application advertisements; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for managing advertising via the internet and e-mail communications, for managing marketing leads obtained from the internet, organizing e-mail targeted marketing plans, managing marketing projects via the internet, e-mail and mobile communication devices, and for managing direct target marketing provided via e-mail and mobile communication devices; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for managing direct e-mail marketing campaigns and for collecting, analyzing and reporting data produced from direct e-mail marketing campaigns; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for forming virtual communities and engaging in social networking; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for direct-mail electronic communication; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for uploading photos for use in social marketing; ] Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for implementing call centers, including call group management, conference call setup and management, and presence management; [ Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for managing social media interactions and social media campaigns; ] Application service provider, namely, hosting, managing, developing, analyzing, and maintaining applications, software and web sites of others in the fields of internet advertising and marketing, customer acquisition and consumer engagement
42 - Scientific, technological and industrial services, research and design
Goods & Services
Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for use in the field of program management, marketing automation, and customer interaction management including sales, marketing, and customer support call center, namely, communication software for connecting callers with sales, marketing, and customer support call centers, monitoring consumer interactions with sales, marketing, and customer support call centers, and data collection, data mining, speech processing, and for analyzing collected and determined data for the purpose of consumer profiling, customer acquisition, real-time and non-real-time customer analysis, implicit and explicit customer and prospective customer data capture, customer engagement optimization, and customer experience enhancements; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for call processing; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for interfacing with customers and integration of customer service communication data in the field of business process technology, operational sustainability, communication systems, and marketing automation systems; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for facilitating inbound and outbound telephone and online communications; Application service provider (ASP) services featuring software for enhancing and filtering inbound customer and prospective customer communications including improved targeting of customer and prospective customer communications; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for the management and operation of telephone sales and support communication centers; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for interacting with and marketing to potential customers; Application service provider (ASP) services featuring software for matching consumers with professionals in the field of residential and commercial services; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for the placement of advertisements and online advertisements; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for the preparing and managing advertisements for others; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for processing calls and message inquiries regarding advertised goods and services; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for management of marketing programs including the management, tracking, scoring, and reporting of online and offline communications with customers and prospective customer; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for the toll-free promotion of goods and services; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for the generation and collection of information pertaining to procurement, buying, selling and tendering information and opportunities relating to goods and services; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for internet advertising and marketing, customer acquisition, customer generation, customer interaction, consumer engagement, customer support, and customer service management; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for managing and analyzing customer interaction information and data collection; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for statistical data analysis and reporting; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for statistical data analysis and reporting of implicit and explicit customer data for routing, bridging, filtering, and monitoring voice communications of customers and for the integration, comparison, and analysis of said customer interaction data in voice communications; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for dissemination of advertising via data networks and the Internet; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring marketing software for creating, managing, delivering, automating and measuring online marketing campaigns and collecting, analyzing and reporting data produced from online marketing campaigns; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for managing customer relationships and for analyzing customer service data for the purpose of improving customer support, customer service, facilitating customer communication, and the ability of goods and service providers to inform, engage and connect with their customers to allow them to participate in discussions with their customers, and to get customer feedback; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for prospective-customer and customer management software for managing online marketing campaigns, preparing reports about prospective and current customers, identifying sales opportunities, tracking customer interactions and accessing related reports; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for managing processes for customer interactions and customer relationships; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for distributing marketing messages, analyzing data, and accessing customer data for leveraging mobile technologies; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for implementing call centers, including interactive voice response modules, time-based call routing, caller ID routing, voicemail, voice mail access, voicemail notification, call forwarding, call transferring and call logging; Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for routing incoming calls based on caller-selected choices, customer data from external systems or call center-defined choices; and, Application service provider (ASP) services), Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for placing advertisements for others; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for call processing in the field of marketing campaign and program management; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for marketing automation, customer interaction management, voice and image processing and for consumer profiling using collected and determined data; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for analyzing data for the purpose of customer acquisition, customer engagement optimization and customer experience enhancement and for real-time and non-real-time customer analysis and implicit and explicit customer and customer prospect data capture; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for marketing, promoting and advertising services of third parties on a mobile device of a customer or prospective customer; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for placing in-application advertisements; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for managing advertising via the internet and e-mail communications, for managing marketing leads obtained from the internet, organizing e-mail targeted marketing plans, managing marketing projects via the internet, e-mail and mobile communication devices, and for managing direct target marketing provided via e-mail and mobile communication devices; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for managing direct e-mail marketing campaigns and for collecting, analyzing and reporting data produced from direct e-mail marketing campaigns; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for forming virtual communities and engaging in social networking; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for direct-mail electronic communication; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for uploading photos for use in social marketing; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for implementing call centers, including call group management, conference call setup and management, and presence management; Application service provider (ASP) services, Software as a service (SAAS) services and Platform as a service (PAAS) services all featuring software for managing social media interactions and social media campaigns; Application service provider, namely, hosting, managing, developing, analyzing, and maintaining applications, software and web sites of others in the fields of internet advertising and marketing, customer acquisition and consumer engagement
51.
Phone-call triggered system and method for transmitting information via network-enabled server
In one embodiment, a phone number is used in connection with an advertising or marketing campaign. The account associated with the phone number may be configured to specify the type of information and the type of actions to be taken when a phone call is placed to the phone number. After the call that has placed to the phone number has completed, information relating to the call is compiled. Upon compilation, the information is transmitted by a network-enabled device using a protocol, where in one embodiment, the protocol is HTTP.
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
The present invention relates to online and offline communication processing and tracking using data processing and data/voice networks. A phone address is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with a first entity identifier.
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
Ad serving, namely, placing advertisements on websites for others using specialized computer software; Advertising and advertisement services; Advertising and marketing; Advertising and related consulting; Advertising consultation; Advertising services; Business consulting services relating to the interfacing and integration of the areas of business process technology, and operational sustainability, and marketing automation; Business marketing consulting services; Business marketing services; Business marketing services in the field of business marketing automation; Demographic consultation; Developing promotional campaigns for business; Direct marketing advertising for others; Direct marketing consulting services; Displaying advertisements for others; Dissemination of advertisements; Dissemination of advertising for others via the Internet; Marketing consulting; Marketing plan development; Marketing services, namely, conducting consumer tracking behavior research and consumer trend analysis; Marketing services, namely, consumer and business-to-business marketing, promotional and advertising services provided by mobile telephone connections and mobile devices; Matching consumers with professionals in the field of residential and commercial services via computer network; Placing advertisements for others; Preparing advertisements for others; Processing telephone inquiries regarding advertised goods and services; Promoting the goods and services of others by licensing a telephone number; Providing information pertaining to procurement, buying, selling and tendering information and opportunities relating to goods, services, and construction via computer, computer networks, telephone, the internet or electronic mail; Publishing of advertising texts; Sales volume tracking for others
Ad serving, namely, placing advertisements on websites for others using specialized computer software; Advertising and advertisement services; Advertising and marketing; Advertising and promotion services and related consulting; Advertising consultation; Advertising particularly services for the promotion of goods; Advertising services; Advertising, marketing and promotion services; Business consulting services relating to the interfacing and integration of the areas of business process technology, and operational sustainability, and marketing automation; Business marketing consulting services; Business marketing services; Business marketing services in the field of business marketing automation; Demographic consultation; Developing promotional campaigns for business; Direct marketing advertising for others; Direct marketing consulting services; Displaying advertisements for others; Dissemination of advertisements; Dissemination of advertising for others via the Internet; Marketing consulting; Marketing plan development; Marketing services, namely, conducting consumer tracking behavior research and consumer trend analysis; Marketing services, namely, consumer and business-to-business marketing, promotional and advertising services provided by mobile telephone connections and mobile devices; Matching consumers with professionals in the field of residential and commercial services via computer network; Placing advertisements for others; Preparing advertisements for others; Processing telephone inquiries regarding advertised goods and services. Promoting the goods and services of others by licensing a toll-free telephone number; Providing information pertaining to procurement, buying, selling and tendering information and opportunities relating to goods, services, and construction via computer, computer networks, telephone, the internet or electronic mail; Publishing of advertising texts; Sales volume tracking for others
59.
System, method, and computer program product for lead management
A system, method, and computer program product uses an application that allows people who have websites including a webform for making inquiries to manage communications between prospective customers and one or more sales agents. When a webform is submitted, it is routed to a special address (e.g., as an email address, an SMS address, or a social media address such as a Facebook address, a LinkedIn address, a Twitter address or the like) and one or more sales agents are called and prompted to call the prospective customer at a callback number.
A system and method are provided for establishing interactive communications between a customer and an agent of a merchant using a third-party. The customer is provided with a link that accesses a data entry element, such as a form, via which the customer can provide additional information to the agent. The third-party receives the entered customer information and forwards it on to the agent via, e.g., a screen pop. If the agent determines that the call should be accepted, the third-party facilitates connecting the agent with the customer.
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
Advertising and advertisement services; advertising and marketing; advertising and promotion services and related consulting; advertising consultation; [ advertising flyer distribution; ] advertising particularly services for the promotion of goods; [ advertising relating to pharmaceutical products and in-vivo imaging products; ] advertising services; advertising, marketing and promotion services; [ business marketing consulting services to childcare organizations; ] business marketing services; [ demographic consultation; demographic consultation and studies; developing promotional campaigns for business; development of marketing strategies and concepts; ] direct marketing advertising for others; displaying advertisements for others; dissemination of advertisements; management of telephone call centers for others; [ market analysis; market reports and studies; market study and analysis of market studies; marketing consulting; marketing plan development; marketing services, namely, consumer marketing research; ] marketing, promotional and advertising services provided by mobile telephone connections; [ matching consumers with professionals in the field of residential and commercial services via computer network; ] operation of telephone call centers for others; operation of telephone communication centers for others; placing advertisements for others; preparing advertisements for others; preparing and placing advertisements for others; preparing and placing of advertisements; processing telephone inquiries regarding advertised goods and services; promoting the goods and services of others by licensing a toll-free telephone number; publishing of advertising texts; sales promotion for third parties; sales promotion services; sales promotion services for third parties; sales volume tracking for others [ ; telephone directory information ]
Advertising and advertisement services; advertising and marketing; advertising and promotion services and related consulting; advertising consultation; [ advertising flyer distribution; ] advertising particularly services for the promotion of goods; [ advertising relating to pharmaceutical products and in-vivo imaging products; ] advertising services; advertising, marketing and promotion services; [ business marketing consulting services to childcare organizations; ] business marketing services; [ demographic consultation; demographic consultation and studies; developing promotional campaigns for business; development of marketing strategies and concepts; ] direct marketing advertising for others; displaying advertisements for others; dissemination of advertisements; management of telephone call centers for others; [ market analysis; market reports and studies; market study and analysis of market studies; marketing consulting; marketing plan development; marketing services, namely, consumer marketing research; ] marketing, promotional and advertising services provided by mobile telephone connections; [ matching consumers with professionals in the field of residential and commercial services via computer network; ] operation of telephone call centers for others; operation of telephone communication centers for others; placing advertisements for others; preparing advertisements for others; preparing and placing advertisements for others; preparing and placing of advertisements; processing telephone inquiries regarding advertised goods and services; promoting the goods and services of others by licensing a toll-free telephone number; publishing of advertising texts; sales promotion for third parties; sales promotion services; sales promotion services for third parties; sales volume tracking for others [ ; telephone directory information ]
Business marketing services for others, namely, tracking and monitoring calls in response to advertising and marketing; measuring effectiveness of advertising and marketing campaigns by analyzing advertising responses Telecommunications services, namely, automatic routing of calls to third parties based on marketing responses
66.
Method and system for providing pay-per-call services
A method and system are provided for connecting consumers and merchants. In accordance with one or more embodiments, the method includes (a) providing data on a plurality of merchants and one or more telephone numbers associated with each of the plurality of merchants; (b) receiving from a search system search data relating to an online search performed by a consumer directed at identifying a desired merchant, the search data identifying one or more merchants of the plurality of merchants matching the online search and a search association identifier associated with the consumer; (c) receiving the search association identifier from the consumer and facilitating communication between the consumer and a selected merchant of the one or more merchants; (d) associating the communication between the consumer and the selected merchant to the online search by matching the search association identifier received from the consumer and the search association identifier of the search data; and (e) charging the selected merchant a fee for connecting the consumer to the selected merchant when the communication between the consumer and the selected merchant is associated with the online search and the communication occurs within a predetermined period of time after the online search is performed by the consumer.
