WO2018116086A1

WO2018116086A1 - System for integrated communication management in real time and methods employed thereof

Info

Publication number: WO2018116086A1
Application number: PCT/IB2017/057919
Authority: WO
Inventors: Srikanth PILLARISETTY; Madhavi KOVELAMUDI
Original assignee: Evolgence Telecom Systems Pvt Ltd
Priority date: 2016-12-19
Filing date: 2017-12-14
Publication date: 2018-06-28

Abstract

Exemplary embodiments of the present disclosure are directed towards a system for integrated communication management in real time comprising of; an internal network of an organisation comprising at least one of: a computing network interface; a mobile network interface; and a mobile application network interface, whereby the network interface is configured to connect to at least one of: a user communication device; a user mobile device; a customer communication device; and a network security system; an information management logic configured to synchronise the data input by the user communication device across all the levels in the hierarchy of an organisation, whereby the data is shared amongst at least one of: all the users across the hierarchy of the organisation; selective users in the hierarchy of the organisation; and one to one user in the hierarchy of the organisation; an employee connect logic configured to bring in a plurality of communication channels in an organisation on a single platform coordinated by a moderator chosen from one amongst the user in the hierarchy of the organisation, whereby the communication channels are at least one of: external; and internal; a real time logic configured to deliver messages of the customer to the user in real time, whereby the safe message technique delivers the message to the user in at least one of: an online mode; and an offline mode; a payroll logic configured to couple the work performance of the user in a predetermined working time in an organisation with a pay scale of the user to form the payroll component, whereby the calculation of the payroll which the user is entitled to, depends on at least one of: the call duration of the communication between the user and the customer; and the call duration of the communication between the customer and the user; a virtual training logic configured to provide training to the user by the organization on the user communication device, whereby the training customised as per the organizational requirements to be imparted to the user; and a recruitment filtering logic configured to automatically link the performance indicators relevant to the organization with the performance of the user, whereby the performance of the user comprises at least one of; professional performance and behavioural approach.

Description

"SYSTEM FOR INTEGRATED COMMUNICATION MANAGEMENT IN REAL

TIME AND METHODS EMPLOYED THEREOF"

TECHNICAL FIELD

[001] The present disclosure generally relates to the field of communication systems.

More particularly, the present disclosure relates to a system and method involved in a unified communication alignment across real time.

BACKGROUND

[002] Management of communication across an organisation has been off late challenging. This pressurises the service providers, manufactures, distributors, marketing professionals to maximise efficiency. Intra organisation and inter organisational communications have been victimised by time gap, misconstrued communication and more particularly inability to deal with the real time status. The connectivity becomes more challenging post working hours or when the person to be contacted is not available online. This leads to communications requiring immediate attention not being conveyed in real time. Duplication of both work and data compromises with clarity and efficacy. It becomes challenging to deal with each and every employee at work. Some of the bulk messaging services exhibit inefficiency and crash when unable to take the load. With the advent of gadgets and various communications systems coupled with plethora of service providers, synchronisation of communication has become challenging.

[003] In the light of aforementioned discussion there exists a need for a robust communication system to deal with the above mentioned hiccups in the field of communication systems. BRIEF SUMMARY

[004] The following presents a simplified summary of the disclosure in order to provide a basic understanding to the reader. This summary is not an extensive overview of the disclosure and it does not identify key/critical elements of the invention or delineate the scope of the invention. Its sole purpose is to present some concepts disclosed herein in a simplified form as a prelude to the more detailed description that is presented later.

[005] Exemplary embodiments of the present disclosure are directed towards a system for integrated communication management in real time and methods employed thereof.

[006] Another exemplary object of the present subject matter is directed towards streamlining the communication across all the layers of the organization.

[007] Another exemplary object of the present subject matter is directed towards easy tracking of delays in completion of tasks by the user.

[008] Another exemplary object of the present subject matter is directed towards main operations inclusive of easy call management and management of the shifts of the user.

[009] Another exemplary object of the present subject matter is directed towards communicating, collaborating and motivating employees across organization using a mobile device.

[0010] Another exemplary object of the present subject matter is directed towards instant customer connect and keeping them updated about new product launches and optimized customer engagement.

[0011] Another exemplary object of the present subject matter is directed towards collection of feedback at a click of a button.

[0012] Yet another exemplary object of the present subject matter is directed towards enhanced transparency across all the layers of the organization. [0013] An exemplary aspect of the present disclosure is directed towards an internal network of an organisation comprising at least one of: a computing network interface; a mobile network interface; and a mobile application network interface, whereby the network interface is configured to connect to at least one of: a user communication device; a user mobile device; a customer communication device; and a network security system.

[0014] Another exemplary aspect of the present disclosure is directed towards an information management logic configured to synchronise the data input by the user communication device across all the levels in the hierarchy of an organisation, whereby the data is shared amongst at least one of: all the users across the hierarchy of the organisation; selective users in the hierarchy of the organisation; and one to one user in the hierarchy of the organisation.

[0015] Another exemplary aspect of the present disclosure is directed towards an employee connect logic configured to bring in a plurality of communication channels in an organisation on a single platform coordinated by a moderator chosen from one amongst the user in the hierarchy of the organisation, whereby the communication channels are at least one of: external; and internal.

[0016] Another exemplary aspect of the present disclosure is directed towards a real time logic configured to deliver messages of the customer to the user in real time, whereby the safe message technique delivers the message to the user in at least one of: an online mode; and an offline mode.

[0017] Another exemplary aspect of the present disclosure is directed towards a payroll logic configured to couple the work performance of the user in a predetermined working time in an organisation with a pay scale of the user to form the payroll component, whereby the calculation of the payroll which the user is entitled to, depends on at least one of: the call duration of the communication between the user and the customer; and the call duration of the communication between the customer and the user.

[0018] Another exemplary aspect of the present disclosure is directed towards a virtual training logic configured to provide training to the user by the organization on the user communication device, whereby the training customised as per the organizational requirements to be imparted to the user.

[0019] Another exemplary aspect of the present disclosure is directed towards a recruitment filtering logic configured to automatically link the performance indicators relevant to the organization with the performance of the user, whereby the performance of the user comprises at least one of; professional performance and behavioural approach.

BRIEF DESCRIPTION OF DRAWINGS

[0020] Other objects and advantages of the present invention will become apparent to those skilled in the art upon reading the following detailed description of the preferred embodiments, in conjunction with the accompanying drawings, wherein like reference numerals have been used to designate like elements, and wherein:

[0021] FIG. 1 is a diagram depicting a computing environment for integrated communication management in real time, according to an exemplary embodiment of the present disclosure.

[0022] FIG. 2 is a block diagram depicting, the architecture of the system 106 of FIG. 1, according to an exemplary embodiment of the present disclosure.

[0023] FIG. 3 is a block diagram depicting, the user communication devices disclosed in FIG. 1 , according to an exemplary embodiment of the present disclosure.

[0024] FIG. 4 is a diagram depicting the method for integrated communication management in real time, according to an exemplary embodiment of the present disclosure.

[0025] FIG. 5 is a screen specific depicting the home screen of the application for integrated communication management in real time, according to an exemplary embodiment of the present disclosure.

[0026] FIG. 6 is a screen specific depicting audience selection dynamically from hierarchy, group, contact numbers and/or adding ad-hoc numbers, according to an exemplary embodiment of the present disclosure.

[0027] FIG. 7 is a screen specific depicting initiating a conference, according to an exemplary embodiment of the present disclosure.

[0028] FIG. 8 is a screen specific depicting a conference dashboard, according to an exemplary embodiment of the present disclosure.

[0029] FIG. 9 is a screen specific depicting campaign reports under inbox tab, according to an exemplary embodiment of the present disclosure.

[0030] FIG. 10 is a screen specific depicting the process of entering details in timesheet, according to an exemplary embodiment of the present disclosure.

[0031] FIG. 11 is a screen specific depicting a sample form for a specific service intended by a customer, according to an exemplary embodiment of the present disclosure.

[0032] FIG. 12 is a screen specific depicting the message services in real time, according to an exemplary embodiment of the present disclosure.

DETAILED DESCRIPTION

[0033] It is to be understood that the present disclosure is not limited in its application to the details of construction and the arrangement of components set forth in the following description or illustrated in the drawings. The present disclosure is capable of other embodiments and of being practiced or of being carried out in various ways. Also, it is to be understood that the phraseology and terminology used herein is for the purpose of description and should not be regarded as limiting.

[0034] The use of "including", "comprising" or "having" and variations thereof herein is meant to encompass the items listed thereafter and equivalents thereof as well as additional items. The terms "a" and "an" herein do not denote a limitation of quantity, but rather denote the presence of at least one of the referenced item. Further, the use of terms "first", "second", and "third", and the like, herein do not denote any order, quantity, or importance, but rather are used to distinguish one element from another.

[0035] Referring to FIG. 1 is a diagram 100, depicting a computing environment for integrated communication management in real time, according to an exemplary embodiment of the present disclosure. The basic arrangement comprises of: the user communication device 102 being coupled with the network security system 104, which is further coupled to the system 106, which is in turn coupled with the internal network of an organization 108. Internal network of an organization 108 is configured to be secured through a network security system 104 which would prevent unauthorized access, modification, misuse and the like of the internal network of an organization 108. The internal network of an organization 108 further comprises of: a computer network interface if the user device is a computing device and/or a mobile network interface if the user device is a mobile device and a mobile application network interface (mobile UI) configured to be graphical and not limited to, touch- sensitive display on a mobile device. The mobile device may not be limited to a mobile telephone and/or other processing device without a disk-based memory and the like without limiting the scope of the disclosure. The mobile application network interface enables the user to interact with mobile based applications, features, and display of functions, display of content, and the like. The computing device may comprise of a desktop, a conventional personal computer (PC) and/or other type of conventional user work station without limiting the scope of the disclosure. The information protected by the network security system 104 may include name of the user, contact number of the user, user profile updates, and updates on the organization, list of incumbent employees, clients, and the like. The user here could be not limiting to, an employer of the organization, and an employee of the organization, a technician skilled in repair and maintenance jobs and the like. The network security system 104 is coupled with the user communication device 102. The user communication device 102 may not be limited to a mobile phone, a tablet and the like. The customer communication device 110 may be utilized by the customer which may not be limited to a mobile phone, a desktop, a laptop, a tablet and the like, which is coupled with the network security system 104 to get further connected to the internal network of an organization 108. The customer here may not be limited to: a client of the organization, a person intending a service, feedback, assistance, update, and the like. The organization may not be limited to, a service provider, supplier, agency, and the like. 6] Referring to FIG. 2 is a block diagram 200, depicting the architecture of the system 106 of FIG. 1, according to an exemplary embodiment of the present disclosure. The diagram 200 comprises of information management logic 202, where the data input method by the user communication device is simplified by synchronising the information across the hierarchy in the organisation thus eliminating the use of methods involving not limiting to paperwork and bulkier input device. The information management logic 202 is further described in FIG. 5, FIG. 7, FIG. 8, and FIG. 9 in the later part of the description. The employees connect logic 204 enables the employees across the organization to be connected through a unified communication platform. The employees connect logic 204 unifies different communication channels not limiting to large party audio conferencing, multimedia messaging, polls and voice broadcast on a single platform in a user communication device 102. The connectivity may be further extended between one employee of an organisation extended to the other employee of the organisation and/or employee of an organisation with a customer requesting a service of interest and the like. The communication is configured to be both external and internal. The employees connect logic 204 is further described in FIG. 5, FIG. 6, FIG. 8, FIG. 10, and FIG. 11 in the later part of the description. This enables uniform connectivity across all the levels of the organizational hierarchy. Top order of the organization is enabled to be connected to the base of the organizational ecosystem. The real time logic 206 enables the user who may not be connected through the internet also to obtain the information in the form of messaging services in real time. The real time logic 206 has been further explained in FIG. 12 in the later part of the description. The real time logic's fail safe message delivery system is configured to deliver a message to the user who may be required for fixing not limiting to technical flaws for the customer as per one's requirement in real time even if the user is not connected to the internet instead of push notifications. Payroll logic 212 is configured to couple the data obtained by the user with the pay scale of the user to form the payroll component. The payroll logic 212 enables the calculation of the payment which the user is entitled to depending on the call duration of the communication between the user and the customer and/or vice versa. The final payment may be a compilation of the basic and any extra hours of communication input if any by the user. Further, the calculation of the payment is also based on the minimum working hours which need to be put in by the user. The calculation of the pay roll is also dependent on the turnover rate of the user. A virtual training logic 214 deals with the training aspect of the users. The user needs to be trained based on the requirement of the organization. The users are acquainted with the organization's culture, core values and vision of the organization and understand their role in achieving business goals. The training may also be inclusive of making the users understand the importance of adhering to the schedule of the organisation. Special training sessions may be organised with the help of trained and skilled personnel to impart requisite training and give the users special tips and pointers to achieve the goal quickly at the same time efficiently through videos, audio presentations and the like. 7] Customer relationship management may also be taught as a part of virtual training logic 214 where, requirements not limiting to, importance of professional interaction with the customer, importance of the customer for organization's health and the like. Further, teaching organizational etiquette to the user also forms a part of virtual training logic 214. The user may be trained to answer the questions raised by the customer with greater comprehension and clarity. This would enable the customer to have greater satisfaction and also would add more points to the user's account which would in turn influence the user's pay roll. Use of videos, audio recordings may be done to explain a specific point. Manual allocation of task from mobile help desk and auto allocation of tasks to centralized help desk can be performed using the user communication device 102. All the employees (defined as users) have an access to action ability with a time line in the user communication device 102. The employees are configured to choose the nature of action ability with a time line and enter their details not limiting to personal details, professional details and the like. The personal details may be inclusive of, but not limited to, age of the user, gender, date of birth, current place of residence and the like. The professional details may not be limited to, educational qualifications, professional experience if any and the like. The employer (user) may be responsible for monitoring the completion of tasks. A task may not be limited to day to day targets, completion of given set of works in a timeline to be achieved by the employee, trainee and the like.

[0038] Recruitment filtering logic 216 is configured to filter the user based on specific requirements. An exemplary embodiment of the present disclosure enables the process of filtering the user as an automated process preferably in the mobile application network interface. The recruitment filtering logic 216 may be applicable when the training of the users takes place as a part of virtual training logic 214. Constant monitoring of the user both new and/old may be done at the time of training. The recruitment filtering logic 216 is also linked to the performance indicator of the user while being a part of the organization. While in training and during the process of working in the organization the user may be assed as to how efficiently the skills are being analysed by one. Further, how well the skills are being put to use and also the efficiency of synchronising one user's skill with the other is also analysed. Once putting a job profile to practical use the ability of the user to put one's skill practically may be analysed. The degree of seriousness exhibited by the user in terms of work commitment and other aspects of the organisation are also put to analysis. The user may be awarded certain points as a part of one's performance appraisal.

[0039] The voice quality may also be put to analysis to check the quality of both the inbound and outbound calls. An audit may be performed to check whether the call based transaction was completed successfully. It is further linked to grading system where the user may be assigned grades and/or star rating not limited from one to five stars based on the grades obtained by the user based on one's performance while dealing with the entire process of customer service. The grades may also be referred to as auditing scores.

[0040] The diagram 200 further comprises of a server 208 and a database 210. The server 208 is configured to establish a communication between the user communication device 102 and the internal network of the organization 108. The information is configured to be stored in database 210. The communication across the organisation may be carried out using a telecom engine, mobile engine, IT engine and the like.

[0041] Referring to FIG. 3 is a block diagram 300, depicting the user communication devices disclosed in FIG. 1, according to an exemplary embodiment of the present disclosure. The user communication device 102 comprises of a processor 306, a memory 304, a network interface 308, an input device 310 and an output device 312 which are coupled together via a bus structure 302. The memory 304 is configured to store the logics of the system 114 which are the, information management logic 202; the employees connect logic 204, and the real time logic 206. The input device 310 may be a type of input unit known in the art and/or future-developed for receiving data. As an example, the input unit 310 may be a keyboard, a mouse, a touch screen, a serial port, a scanner, a camera, a microphone and the like. The output device 312 may be any type of output unit known in the art and/or future-developed for displaying and/or outputting data. As an example, the output device 312 may be a liquid crystal display (LCD) or other type of video display unit, a speaker, or a printer.

[0042] Referring to FIG. 4 is a diagram 400, depicting the method for integrated communication management in real time, according to an exemplary embodiment of the present disclosure. The method starts at step 402 by establishing a communication between the user and the internal network of the organization. Step 404 comprises of audience selection from hierarchy, group, contact numbers and/or adding ad-hoc numbers for further action. Initiating a conference call by selecting the conference option takes place at 406. Further at step 408 the conference call is conducted and the interested members are given an opportunity to speak. At step 410 a campaign is conducted for knowing the customers opinion on a certain product and/or an activity and a campaign score is generated. Finally, at step 412 a real time voice file transfer, SMS, Instant message may be generated for an online and/or offline subscriber.

[0043] Referring to FIG. 5 is a screen specific 500, depicting the home screen of the application for integrated communication management in real time, according to an exemplary embodiment of the present disclosure. The inbox of the user 502 enables the user to refer to existing, new, old messages, and the like. A dialogue box 504 reflects the message of an ongoing action. For example; initiate real time poll, collect feedback (participants need internet connection to respond). Various options are available for the user on the home screen like conference 506, Message 508, Voice 510, and poll 512. The audio conferencing phenomenon may be initiated without the requirement of bridge and/or pin through user communication device 102. This enables the user to directly connect with the SIM network. The conference 506 is also configured to have screen sharing mode where the moderator of the conference can take a decision on with which member the screen should be shared.

[0044] The message 508 can be shared as a multimedia messaging not limited to audio, video, graphics, power point presentations and the like. The voice 510 refers to voice broadcast where a pre-recorded audio message and/or a personal message recorded by the user may be shared. The poll 512 enables the opinion of different users on, not limiting to, various issues, product ideas, ideas for organizational improvement and the like.

[0045] Referring to FIG. 6 is a screen specific 600, depicting audience selection from hierarchy, group, contact numbers and/or adding ad-hoc numbers, according to an exemplary embodiment of the present disclosure. The option to select members 602 enables the user to select the members from not limiting to hierarchy 604. For example if the user chooses hierarchy 604 then the further options include the list if the members in the hierarchy not limiting to in descending order and/or ascending order. For example: if we take the case of an electricity board then, the zonal head east 604a is displayed along with the number of members under the zonal head east (268 members) and the designation as zonal head. Similarly zonal head north 604b (228 members), Zonal head, Zonal head south 604c (228 members), Zonal head, and zonal head west 604d (227members), Zonal head. Once confirmed the user may proceed by choosing the OK 612 option.

[0046] Referring to FIG. 7 is a screen specific 700, depicting initiating a conference, according to an exemplary embodiment of the present disclosure. A conference option 702 is displayed on the screen of the user communication device 102 upon the user choosing an option to initiate a conference call. The number of members selected 704 is displayed which reflects the number of members selected to be a part of the conference. The type 706 is for the user to decide whether a live conference is to be initiated or a conference is to be scheduled. The schedule date and time 708 for the conference scheduled is displayed. The date being not limited to YYYY-MM-DD format and the time not limited to HH-MM format. An option to intimate the participants about the scheduled conference 710 enables the user to intimate about the upcoming conference at a scheduled date and time in a hassle free manner. The user and/or moderator of the conference are reachable through the moderator number 712 which may not be limited to the user and/or moderator's mobile number. An option to mute all the members' voices 714 during the conference enables the user and/or moderator to convey one's opinion with clarity when the conference is on. The option to mute all the members' voices 714 may be switched off when few and/all the members are permitted to voice their opinion. Similarly, record conference 716 option when switched on enables the user to record the conference else not to record when switched off. An option to start conference 718 enables the user and/or the moderator to start the conference.

[0047] Referring to FIG. 8 is a screen specific 800, depicting a conference dashboard, according to an exemplary embodiment of the present disclosure. The conference option 802 is displayed on the screen of the user communication device. An option to invite the members 804 enables the user and/or the moderator to invite the members whom the user and/or the moderator find relevant for the conference. The total number of members present for the conference to the total number of members for the conference 806 may reflect the attendance. The number of answered calls 808, unanswered calls 810, disconnected members 814 is also displayed. A hand rise option 812 is an option available when the conference is on and all the members are muted. It is for the user and/or moderator to choose whether to mute and/or unmute the member who has requested a hand rise 812. Also, the user and/or moderator may decide to accommodate and/or not accommodate the views of the member who has requested a hand rise 812 by permitting to voice one's opinion.

[0048] Referring to FIG. 9 is a screen specific 900, depicting campaign reports under inbox tab, according to an exemplary embodiment of the present disclosure. The screen specific 900 is applicable when the user needs to have a customer connect for creating awareness about new product launches, care tis to existing and/or prospective customers. A report option 902 is displayed on the dashboard of the user communication device. Statistics 904 gives the campaign success rate calculated as not limiting to a percentage. The total number of members 906 contacted for campaign is also displayed. Campaign status 908 would enable the user to furnish the status as completed once the campaign is done. The total number of members answered 910, total number of members unanswered 912, invalid 914 directs towards the contact details of the members which were not valid for contact and total pulses 916 are also displayed. A more details option 918 enables the user to add any additional details obtained apart from the given options. A reference number 920 is displayed to have a hassle free reference in near future with respect to the campaign.

[0049] Referring to FIG. 10 is a screen specific 1000, depicting the process of entering details in timesheet, according to an exemplary embodiment of the present disclosure. The details recorded in the timesheet are inclusive of time 1002, when the details are being entered in the time sheet, lead generation 1004 for the purpose of developing sales pipeline, cold call walk in 1006 and a mini report about the visit 1008 may be reported by the user. The lead generation 1004 on the user communication device enables the sales staff to create, manage and move prospects and leads into the organization system. Also, the GPS location based assignment of leads is enabled. This enables to create an ideal atmosphere for assigning service calls to users. Also, the attendance and working hours of the feet on street users can be recorded by the GPS technology. The time sheet empowers the user opting for feet on street to enter a detailed breakup of the activities performed during the allocated working hours.

[0050] Referring to FIG. 11 is a screen specific 1100, depicting a sample form for a specific service intended by a customer, according to an exemplary embodiment of the present disclosure. The requisite service for which the application is intended by the customer 1102 is displayed. For example; personal loan application. The customer name 1104, place of visit 1106 which may be inclusive of, but not limited to, residence and office, address 1108 for communication, telephone number 1110 of the customer, e mail address 1112 of the customer, and address proof 1114 furnished by the customer may be displayed.

[0051] Referring to FIG. 12 is a screen specific 1200, depicting the message services in real time in both online and offline mode, according to an exemplary embodiment of the present disclosure. The screen specific 1200 displays the technology which is configured to deliver messages when the customers are both in online and/or offline mode and/or have not downloaded the application in user mobile device. If some of the customers are offline 1206b, instant message 1202 gets converted into messages 1208a and voice file gets converted into a telecom voice call 1210b through a voice file transfer 1204 and the information gets delivered to the customers. If the customers are online 1206a then, instant message 1202 gets converted as instant message 1208a and as a voice file transfer 1208b.

[0052] Although the present disclosure has been described in terms of certain preferred embodiments and illustrations thereof, other embodiments and modifications to preferred embodiments may be possible that are within the principles and spirit of the invention. The above descriptions and figures are therefore to be regarded as illustrative and not restrictive. 3] Thus the scope of the present disclosure is defined by the appended claims and includes both combinations and sub combinations of the various features described herein above as well as variations and modifications thereof, which would occur to persons skilled in the art upon reading the foregoing description.

Claims

CLAIMS What is claimed is:

1. A system for integrated communication management in real time comprising of;

an internal network of an organisation comprising at least one of: a computing network interface; a mobile network interface; and a mobile application network interface, whereby the network interface is configured to connect to at least one of: a user communication device; a user mobile device; a customer communication device; and a network security system; an information management logic configured to synchronise the data input by the user communication device across all the levels in the hierarchy of an organisation, whereby the data is shared amongst at least one of: all the users across the hierarchy of the organisation; selective users in the hierarchy of the organisation; and one to one user in the hierarchy of the organisation; an employee connect logic configured to bring in a plurality of communication channels in an organisation on a single platform coordinated by a moderator chosen from one amongst the user in the hierarchy of the organisation, whereby the communication channels are at least one of: external; and internal; a real time logic configured to deliver messages of the customer to the user in real time, whereby the safe message technique delivers the message to the user in at least one of: an online mode; and an offline mode; a payroll logic configured to couple the work performance of the user in a predetermined working time in an organisation with a pay scale of the user to form the payroll component, whereby the calculation of the payroll which the user is entitled to, depends on at least one of: the call duration of the communication between the user and the customer; and the call duration of the communication between the customer and the user;

a virtual training logic configured to provide training to the user by the organization on the user communication device, whereby the training customised as per the organizational requirements to be imparted to the user; and

a recruitment filtering logic configured to automatically link the performance indicators relevant to the organization with the performance of the user, whereby the performance of the user comprises at least one of; professional performance and behavioural approach.

2. The system of claim 1, wherein the internal communication is amongst the users within the organisation and external communication is amongst the users in an organisation and the customer seeking assistance from the organisation where the user is employed.

3. The system of claim 1, wherein the virtual training method comprises of customer relationship management based training.

4. The system of claim 1 , wherein the user is awarded grades which is directly proportional to the performance indicators of the user in an organisation.

5. The system of claim 1, wherein a conference call is initiated amongst users across the hierarchy of the organisation by the moderator and the user intending to participate are chosen by the moderator.

6. The system of claim 1 , comprising of a time sheet configured to enter a detailed break up by the user for at least one of: a sales pipeline development of the user; a cold call walk in by the user; and a mini report about the visit to the customer by the user.

7. The system of claim 1, wherein the user has access to action ability within a predetermined time line in the user communication device.

8. A method for integrated communication management in real time comprising of; Establishing a communication between the user and the internal network of the organization;

Selecting the audience from hierarchy, group, contact numbers or adding ad-hoc numbers for further action;

Initiating a conference call by selecting the conference option;

Conducting the conference call and the interested members being given an opportunity to speak;

Conducting a campaign for knowing the customers opinion on a certain product and/or an activity and a campaign score is generated; and

Performing a real time voice file transfer, SMS, Instant message which may be generated for an online or offline subscriber.