Cross channel contact history management

US8369504B2 · kind B2 · utility

Assignee

• Bank of America Corporation · US

Inventors

• Jonathan R. Sampson · Matthews, US
• Timothy Guerry · Cornelius, US
• Michael N. Smith · Paragon Road, GB
• David Tyson · Charlotte, US
• Trevor Lewis · Newark, US
• Christopher S. Welles · Charlotte, US

Key dates

• Filing date: Mar 19, 2009
• Grant date: Feb 5, 2013
• Expiry date: Nov 9, 2030

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/02
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Apparatus and methods for providing customer interaction information to a business channel. The apparatus and methods may involve receiving from a first business channel a first customer interaction data structure corresponding to a customer interaction, storing a data object corresponding to the first customer interaction data structure; and providing to a second business channel formatting information corresponding to the first customer interaction data structure. The first and second business channels may thus use independent data structures for storing their customer interaction information in a centralized database. The first and second data structures may view the other's data structures using formatting from the other channel.