James S Lehman

US Patent:

7623650, Nov 24, 2009

Filed:

Aug 3, 2004

Appl. No.:

10/910199

Inventors:

John W. Dalton - Malvern PA, US
Jeffrey E. Dowds - Norristown PA, US
James G. Lehman - Exton PA, US
Catherine B. Krauss - Downingtown PA, US
Saundra K. Lanyon - Royersford PA, US
Richard Dalton - Douglassville PA, US

Assignee:

The Vanguard Group, Inc. - Malvern PA

International Classification:

H04M 3/00
H04M 5/00

US Classification:

37926501, 37926502, 37926509, 3792661, 379309, 705 1

Abstract:

A computer-implemented method for providing customer service, comprising providing an external user interface (UI) remotely accessible by customers via a global computer information network; providing an internal UI accessible by call-center customer service representatives (CSRs); retrieving from databases and displaying information on the internal and external UIs; automatically storing information entered via the internal UI and information entered via the external UI in the databases; and receiving and automatically processing instructions entered via the internal UI and instructions entered via the external UI. The internal and external UI each include a shared website browser that displays information in a specific format, has a specific functionality, and receives information for processing. The internal UI also comprises one or more limited access browsers accessible only by the CSR, including a client search and/or data display browser; a contact history browser; a customer needs assessment browser, or a combination thereof.

Author:

James H. Lehman

ISBN #:

0871786508

Author:

James H. Lehman

ISBN #:

0871788403

Author:

James D. Lehman

ISBN #:

0139140522

Author:

James D. Lehman

ISBN #:

0023866950

Author:

James O. Lehman

ISBN #:

0801886724