WO2005019982A3 - Methods and systems for providing customer relations information - Google Patents

Methods and systems for providing customer relations information Download PDF

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Publication number
WO2005019982A3
WO2005019982A3 PCT/US2004/024379 US2004024379W WO2005019982A3 WO 2005019982 A3 WO2005019982 A3 WO 2005019982A3 US 2004024379 W US2004024379 W US 2004024379W WO 2005019982 A3 WO2005019982 A3 WO 2005019982A3
Authority
WO
WIPO (PCT)
Prior art keywords
scripts
customer
systems
methods
providing customer
Prior art date
Application number
PCT/US2004/024379
Other languages
French (fr)
Other versions
WO2005019982A2 (en
Inventor
William C Erbey
Scott Paul Conradson
Original Assignee
Ocwen Financial Corp
William C Erbey
Scott Paul Conradson
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Ocwen Financial Corp, William C Erbey, Scott Paul Conradson filed Critical Ocwen Financial Corp
Publication of WO2005019982A2 publication Critical patent/WO2005019982A2/en
Publication of WO2005019982A3 publication Critical patent/WO2005019982A3/en

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/02—Banking, e.g. interest calculation or account maintenance
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Finance (AREA)
  • Accounting & Taxation (AREA)
  • Marketing (AREA)
  • Physics & Mathematics (AREA)
  • Economics (AREA)
  • Development Economics (AREA)
  • Strategic Management (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Technology Law (AREA)
  • Signal Processing (AREA)
  • Financial Or Insurance-Related Operations Such As Payment And Settlement (AREA)

Abstract

Method and system for providing information (104) to a mortgage recipient or other customer of a financial institution (102). A system identifies potential customer inquiries (100) and provides a list of scripts (108) responsive to the potential customer iquiries. If none of the scripts address the customer specifies the inquiry and an additional list of scripts is generated. The scripts include scripted text, account information, and finacial transaction information. Ih one variation, the customer accesses a website maintained by the financial institution and views a script responsive to the inquiry.
PCT/US2004/024379 2003-08-15 2004-08-16 Methods and systems for providing customer relations information WO2005019982A2 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US49508503P 2003-08-15 2003-08-15
US60/495,085 2003-08-15

Publications (2)

Publication Number Publication Date
WO2005019982A2 WO2005019982A2 (en) 2005-03-03
WO2005019982A3 true WO2005019982A3 (en) 2006-12-28

Family

ID=34215914

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2004/024379 WO2005019982A2 (en) 2003-08-15 2004-08-16 Methods and systems for providing customer relations information

Country Status (2)

Country Link
US (2) US20050149418A1 (en)
WO (1) WO2005019982A2 (en)

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Also Published As

Publication number Publication date
US20050149418A1 (en) 2005-07-07
WO2005019982A2 (en) 2005-03-03
US20110208660A1 (en) 2011-08-25
US8755510B2 (en) 2014-06-17

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