WO2014205154A3 - Integrating customer relationship management information to communication sessions - Google Patents

Integrating customer relationship management information to communication sessions Download PDF

Info

Publication number
WO2014205154A3
WO2014205154A3 PCT/US2014/043065 US2014043065W WO2014205154A3 WO 2014205154 A3 WO2014205154 A3 WO 2014205154A3 US 2014043065 W US2014043065 W US 2014043065W WO 2014205154 A3 WO2014205154 A3 WO 2014205154A3
Authority
WO
WIPO (PCT)
Prior art keywords
opportunity
communication sessions
relationship management
customer relationship
contact
Prior art date
Application number
PCT/US2014/043065
Other languages
French (fr)
Other versions
WO2014205154A8 (en
WO2014205154A2 (en
Inventor
Ron Mondri
Madan Natu
Original Assignee
Microsoft Technology Licensing, Llc
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 Microsoft Technology Licensing, Llc filed Critical Microsoft Technology Licensing, Llc
Priority to CN201480035443.2A priority Critical patent/CN105556549A/en
Priority to EP14740026.1A priority patent/EP3011417A4/en
Priority to KR1020167001861A priority patent/KR20160021298A/en
Publication of WO2014205154A2 publication Critical patent/WO2014205154A2/en
Publication of WO2014205154A8 publication Critical patent/WO2014205154A8/en
Publication of WO2014205154A3 publication Critical patent/WO2014205154A3/en

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
    • G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
    • G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
    • G06F3/0484—Interaction techniques based on graphical user interfaces [GUI] for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
    • 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
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G06Q10/101—Collaborative creation, e.g. joint development of products or services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1069—Session establishment or de-establishment
    • 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
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • 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
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G06Q10/103—Workflow collaboration or project management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications
    • H04L65/402—Support for services or applications wherein the services involve a main real-time session and one or more additional parallel non-real time sessions, e.g. downloading a file in a parallel FTP session, initiating an email or combinational services
    • H04L65/4025—Support for services or applications wherein the services involve a main real-time session and one or more additional parallel non-real time sessions, e.g. downloading a file in a parallel FTP session, initiating an email or combinational services where none of the additional parallel sessions is real time or time sensitive, e.g. downloading a file in a parallel FTP session, initiating an email or combinational services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications
    • H04L65/403—Arrangements for multi-party communication, e.g. for conferences

Abstract

Customer relationship management (CRM) information is integrated with communication sessions. A unified communication (UC) client application initiates a call with a contact in response to a request by a CRM application presenting an opportunity associated with the contact. The UC application receives contextual information and documents associated with the opportunity. The contextual information includes attributes and relationship information associated with the opportunity and the contact. Contacts associated with the opportunity is displayed within a user interface (UI) such as a people view. The application provides controls to manage contextual information of the contacts associated with the opportunity. Documents associated with the opportunity are also presented within another UI such as a documents view.
PCT/US2014/043065 2013-06-21 2014-06-19 Integrating customer relationship management information to communication sessions WO2014205154A2 (en)

Priority Applications (3)

Application Number Priority Date Filing Date Title
CN201480035443.2A CN105556549A (en) 2013-06-21 2014-06-19 Integrating customer relationship management information to communication sessions
EP14740026.1A EP3011417A4 (en) 2013-06-21 2014-06-19 Integrating customer relationship management information to communication sessions
KR1020167001861A KR20160021298A (en) 2013-06-21 2014-06-19 Integrating customer relationship management information to communication sessions

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US13/923,871 US20140380190A1 (en) 2013-06-21 2013-06-21 Integrating customer relationship management information to communication sessions
US13/923,871 2013-06-21

Publications (3)

Publication Number Publication Date
WO2014205154A2 WO2014205154A2 (en) 2014-12-24
WO2014205154A8 WO2014205154A8 (en) 2015-08-06
WO2014205154A3 true WO2014205154A3 (en) 2016-03-17

Family

ID=51210763

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2014/043065 WO2014205154A2 (en) 2013-06-21 2014-06-19 Integrating customer relationship management information to communication sessions

Country Status (5)

Country Link
US (1) US20140380190A1 (en)
EP (1) EP3011417A4 (en)
KR (1) KR20160021298A (en)
CN (1) CN105556549A (en)
WO (1) WO2014205154A2 (en)

Families Citing this family (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US11461809B2 (en) * 2014-08-01 2022-10-04 International Business Machines Corporation Notifying a user of an instant messaging (IM) service about a modification made to an opportunity
US9727843B2 (en) * 2014-09-17 2017-08-08 Blucup Ltd. Method and arrangement for generating event data
US10558951B2 (en) 2014-09-17 2020-02-11 Blucup Ltd. Method and arrangement for generating event data
US10574825B2 (en) * 2017-02-15 2020-02-25 Microsoft Technology Licensing, Llc Assisted-communication with intelligent personal assistant
US11132695B2 (en) * 2018-11-07 2021-09-28 N3, Llc Semantic CRM mobile communications sessions

Citations (5)

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US20060053196A1 (en) * 2004-09-03 2006-03-09 Spataro Jared M Systems and methods for collaboration
US20070036320A1 (en) * 2005-08-05 2007-02-15 International Business Machines Corporation Real time meeting setup service
US20080240381A1 (en) * 2005-01-08 2008-10-02 International Business Machines Corporation Method and Apparatus for Providing Contextual Information with Telephone Calls
US20090031232A1 (en) * 2007-07-25 2009-01-29 Matthew Brezina Method and System for Display of Information in a Communication System Gathered from External Sources
US20100070851A1 (en) * 2008-09-17 2010-03-18 International Business Machines Corporation Method and system for providing suggested tags associated with a target web page for manipulation by a user

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US20020186254A1 (en) * 2001-06-11 2002-12-12 Apps4Biz.Com Holding Ag Information handling method and apparatus and intuitive graphical user interface for navigating business application software
US7213209B2 (en) * 2002-10-25 2007-05-01 Sap Aktiengesellschaft Customized scripting
US20060150077A1 (en) * 2004-12-30 2006-07-06 Microsoft Corporation User interface method
US7660587B2 (en) * 2005-10-26 2010-02-09 Nokia Corporation Communications from hypertext documents
WO2008069834A2 (en) * 2006-05-12 2008-06-12 Bearingpoint, Inc. System, method, and software for a business acquisition management solution
US8275647B2 (en) * 2007-12-27 2012-09-25 Genesys Telecommunications Laboratories, Inc. Method for assembling a business process and for orchestrating the process based on process beneficiary information
US20090216645A1 (en) * 2008-02-21 2009-08-27 What's In It For Me.Com Llc System and method for generating leads for the sale of goods and services
US20100057628A1 (en) * 2008-07-31 2010-03-04 Google Inc. Modular Workflow Management
US8606242B2 (en) * 2009-10-30 2013-12-10 Sap Ag Systems and methods to provide context information for mobile communication devices
US8195741B2 (en) * 2010-05-28 2012-06-05 Microsoft Corporation Cached and server views with automatic caching and smooth scrolling
US8490119B2 (en) * 2010-12-14 2013-07-16 Microsoft Corporation Communication interface for non-communication applications
US9654522B2 (en) * 2012-05-01 2017-05-16 Salesforce.com. inc. Methods and apparatus for an integrated incubation environment
US20140278821A1 (en) * 2013-03-12 2014-09-18 Salesforce.Com, Inc. System and method for generating and managing social employee profiles

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20060053196A1 (en) * 2004-09-03 2006-03-09 Spataro Jared M Systems and methods for collaboration
US20080240381A1 (en) * 2005-01-08 2008-10-02 International Business Machines Corporation Method and Apparatus for Providing Contextual Information with Telephone Calls
US20070036320A1 (en) * 2005-08-05 2007-02-15 International Business Machines Corporation Real time meeting setup service
US20090031232A1 (en) * 2007-07-25 2009-01-29 Matthew Brezina Method and System for Display of Information in a Communication System Gathered from External Sources
US20100070851A1 (en) * 2008-09-17 2010-03-18 International Business Machines Corporation Method and system for providing suggested tags associated with a target web page for manipulation by a user

Also Published As

Publication number Publication date
KR20160021298A (en) 2016-02-24
CN105556549A (en) 2016-05-04
EP3011417A4 (en) 2017-01-11
WO2014205154A8 (en) 2015-08-06
US20140380190A1 (en) 2014-12-25
WO2014205154A2 (en) 2014-12-24
EP3011417A2 (en) 2016-04-27

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