Abstract: A component-based customer care management provides a flexible, modifiable, and customizable data processing system that may be tailored according to a business' needs. The component-based system may be deployed as a software, hardware, or software and hardware enterprise system. The enterprise system may include discrete federated task-based components that interface with a database of information through a data management or integration components. The enterprise system may be modified or updated with modifications to components to realize changing data processing needs. The enterprise system may be maintained, revised, modified, or updated without substantial or significant recoding.

Abstract: A data processing system defines products that a service provider may offer to customers. A completed product definition may include product definitions, price definitions, discount definitions, and commitment definitions. Each of the definitions may be employed as a re-useable component building block for establishing completed product definitions.

Abstract: A system, method, and computer program product are provided for predicting at least one reason for a current call received from a customer. In operation, information associated with at least one transaction corresponding to at least one customer is identified. Additionally, relevant data associated with the at least one customer is determined, based on the at least one transaction. Further, at least one reason for a current customer call received from the at least one customer is predicted, based on the relevant data associated with the at least one customer.

Abstract: A flexible, modifiable, and sophisticated rules processing engine includes a user interface through which customers may design and modify a wide range of rules. The customer may thereby setup rules that determine any action, template, or other resultant appropriate to or for their input data. Consequently, the customer may develop sophisticated processing patterns tailored to their own input data, without the time and expense associated with obtaining a custom solution from a software vendor.

Abstract: A flexible, modifiable, and sophisticated rules processing engine includes a user interface through which customers may design and modify a wide range of rules. The customer may thereby setup rules that determine any action, template, or other resultant appropriate to or for their input data. Consequently, the customer may develop sophisticated processing patterns tailored to their own input data, without the time and expense associated with obtaining a custom solution from a software vendor.

Abstract: Methods and systems for managing customer activity in a call center include monitoring event data. A mediator filters the event data into an event data set associated with a selected customer. A context component creates a context for the customer based on the event data set. A decision engine performs a probabilistic assessment of an occurrence related to the customer, based on the customer context, and determines an action based on the probabilistic assessment. An action processor initiates the action.

Abstract: Methods and systems for managing customer activity in a call center include monitoring event data. A mediator filters the event data into an event data set associated with a selected customer. A context component creates a context for the customer based on the event data set. A decision engine performs a probabilistic assessment of an occurrence related to the customer, based on the customer context, and determines an action based on the probabilistic assessment. An action processor initiates the action.

Abstract: A configurable business process adapted to be created from a user interface includes defining flow tasks that identify value objects and obtaining the value objects used by the flow tasks. The value objects are evaluated using evaluation rules to produce a result. The result is used, in turn, to generate instructions to a system user relating to the value objects. The configurable business process operates through a business flow engine accessible to the system user through the user interface. A business flow configuration file and an adapter configuration file are defined. The adapter configuration file maps components, methods, arguments, and return values using an XML engine. Component APIs and an evaluation rules database are provided. The business flow configuration file defines selected component APIs to be executed to perform a user-defined operation.

Abstract: A data processing system defines products that a service provider may offer to customers. A completed product definition may include product definitions, price definitions, discount definitions, and commitment definitions. Each of the definitions may be employed as a re-useable component building block for establishing completed product definitions.

Abstract: A component-based customer care management provides a flexible, modifiable, and customizable data processing system that may be tailored according to a business' needs. The component-based system may be deployed as a software, hardware, or software and hardware enterprise system. The enterprise system may include discrete federated task-based components that that interface with a database of information through a data management or integration components. The enterprise system may be modified or updated with modifications to components to realize changing data processing needs. The enterprise system may be maintained, revised, modified, or updated without substantial or significant recoding.