Melita Announces Patent Award On Single System Image View
New Invention Improves Customer Interactions Throughout Industry
NORCROSS, Ga.--(BUSINESS WIRE)--February 24, 1998-- Melita(R) International (NASDAQ: MELI - news),
provider of integrated customer interaction and intelligent call management solutions for call centers, announces the issuance of
U.S. Patent 5,675,637 on the Method for Automatically Obtaining and Presenting Data from Multiple Data Sources. The
patented technology is a key element of Melita's MAGELLAN(tm) software, as well as a major step toward unifying multiple
legacy applications via a Single System Image View(tm).
Patent Claims
The patent describes a method for consolidating various types of information from multiple sources into a single, coherent
presentation. In the past, the call center agent had to manage multiple information sources by using a different screen, image or
device for each information source. For example, the predictive dialer would obtain call record information from a host and
would provide an initial screen to the agent. Then, if the agent needed additional information to service the customer, the agent
would ''hotkey'' to a view provided by another data source. The agent would then need to scroll through the screen provided
by that information source to find specific information. The agent could hotkey back and forth between the screens, and/or
hotkey to yet another application or other host(s) as needed, but such activities are time-consuming, cumbersome and force
customers to wait until the agent can access the relevant information -- a particular burden for online customers.
The present invention provides a real-time online method for obtaining, manipulating and consolidating information pertaining to
the specific customer interaction case from multiple information sources, so as to provide a uniform set of screens to an agent
with a uniform set of execution buttons or icons, used across all applications and legacy systems.
All of the information sources required by an application session may be automatically accessed and linked in a synchronous
manner, defined by the user, regardless of the source.
Of the nineteen attributes of the patent claim, highlights include:
-- Obtaining and presenting information in a Single System Image
View(tm), Melita's term for the unified presentation of disparate
information at the agent's desktop.
-- Obtaining and presenting information to the agent from a plurality
of data sources for outbound calls.
-- Receiving Automatic Number Identification (ANI) information
(caller ID) on an inbound call, obtaining data from multiple
information sources based on ANI and other information, and
presenting it to an agent.
-- A method for updating information in a plurality of information
sources, both individually and simultaneously.
-- A method for generating a database by obtaining a list, extracting
information from it, sending it to another source, receiving
information from a second and third source, attaching resultant
data to the database being created.
The Significance
Melita International's original pioneering invention of the caller-ID associated screen pop, entitled a Customer Account Online
Servicing System (U.S. Patent No. 4,797,911) has turned inbound call centers into informed customer centers. Because of
that innovation, inbound call center agents worldwide now have the ability to identify the caller immediately by name, and
perhaps be presented with additional information such as account number, customer status, language of preference, and more.
With this information call centers increase their customer service by providing the immediate ability to address customer issues
without asking for identifying information.
The agent is now prepared to discuss and resolve multiple situations on a single call. For example, handling a customer with
multiple accounts at a financial institution (e.g., checking account, savings account, mortgage, auto loan), can radically improve
the speed of processing and the relationship between the business and the consumer, while lowering operating costs.
This latest patent covers additional practical inventions based on Melita International's Customer Care(R) philosophy. To
provide true Customer Care a call center agent must have the right information at hand, be able to quickly respond to the
customer's needs and be able to close out the issue on a single call. Now, a call center agent is able to see pertinent customer
information stored in various sites, hosts, and/or applications and respond to such voluminous information in a quick and
educated way.
About Melita
Melita International is a leading provider of integrated customer interaction and intelligent call management systems that enable
businesses to automate their call center activities, enhance telephony-based customer commerce and provide a superior level
of Customer Care(R). Melita's worldwide customers include, among others, leading organizations in the financial services,
retail, media and communications and service bureau industries. The Company began operations in 1983 and issued its initial
public offering in June 1997.
Melita International's web address is melita.com.
Contact:
Melita International, Norcross
Maryjane Stout
Voice: 770-239-4402
Fax: 770-239-4489
Email: mstout@melita.com |
