Method for integrating client WEB history and call center history into a single interaction history accessible in real time
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United States of America Patent
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Nov 2, 2010
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N/A
app pub date -
Dec 21, 2006
filing date -
Dec 21, 2006
priority date (Note) -
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Abstract
A method is provided for creating a portable history data record for a customer by integrating Web cookie data and telephone history data. The method includes the acts (a) retrieving and interpreting the Web cookie data, (b) retrieving and interpreting the telephone history data, (c) combining the data sets into a single data record eliminating redundant data, (d) formatting the data record for human or for machine interpretation, and (e) presenting the formatted data record to a point of service during or just ahead of an associated interaction event.
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