John M Paredes

US Patent:

60495995, Apr 11, 2000

Filed:

Apr 16, 1998

Appl. No.:

9/061798

Inventors:

William H. McCausland - Tampa FL
Richard J. Kehoe - Tampa FL
Walter A. Tobin - Largo FL
John Paredes - Tampa FL

Assignee:

GTE Telecommunication Services Incorporated - Tampa FL

International Classification:

H04M 1500

US Classification:

379111

Abstract:

A churn amelioration system (20) supports data feeds from mobile switching centers (32), billing systems (34), and customer service systems (36). The system (20) maintains an extensive database (42) of customer/unit data and of rules which indicate how to interpret the data. A churn history process (68) establishes rules for predicting the likelihood of churn. An administration process (86) establishes action-related and offer-related rules and assigns identified customer/units to selected organization representative user (ORU) in-boxes so that the identified customers may be proactively contacted by the ORUs. The ORUs interactively operate a churn amelioration process (126). The churn amelioration process (126) proactively or reactively identifies a specific customer/unit (128), then calculates churn vulnerability (140) and customer worth (150). The system (20) prompts ORUs with pre-approved potential offers (192) which may be extended to customers. These offers are configured in response to customer worth.

US Patent:

58224106, Oct 13, 1998

Filed:

Jan 11, 1996

Appl. No.:

8/585232

Inventors:

William H. McCausland - Tampa FL
Richard J. Kehoe - Tampa FL
Walter A. Tobin - Largo FL
John Paredes - Tampa FL

International Classification:

H04M 1500

US Classification:

379111

Abstract:

A churn amelioration system (20) supports data feeds from mobile switching centers (32), billing systems (34), and customer service systems (36). The system (20) maintains an extensive database (42) of customer/unit data and of rules which indicate how to interpret the data. A churn history process (68) establishes rules for predicting the likelihood of churn. An administration process (86) establishes action-related and offer-related rules and assigns identified customer/units to selected organization representative user (ORU) in-boxes so that the identified customers may be proactively contacted by the ORUs. The ORUs interactively operate a churn amelioration process (126). The churn amelioration process (126) proactively or reactively identifies a specific customer/unit (128), then calculates churn vulnerability (140) and customer worth (150). The system (20) prompts ORUs with pre-approved potential offers (192) which may be extended to customers. These offers are configured in response to customer worth.