Issued Patents All Time
Showing 51–75 of 85 patents
| Patent # | Title | Co-Inventors | Date |
|---|---|---|---|
| 6820260 | Customized applet-on-hold arrangement | Eugene P. Mathews, John Z. Taylor | 2004-11-16 |
| 6766014 | Customer service by batch | Keith R. McFarlane, Lucinda M. Sanders | 2004-07-20 |
| 6766013 | Timely shut-down of a real-time work center | Robin H. Foster, Eugene P. Mathews | 2004-07-20 |
| 6754333 | Wait time prediction arrangement for non-real-time customer contacts | Michael J. Harris | 2004-06-22 |
| 6748073 | Uninterrupted automatic call distribution during failure and recovery of computer-telephony integration | Joaquin Omar Alvarado, Didina Burok, Eugene P. Mathews, Peter Matteo, Christopher Moss +1 more | 2004-06-08 |
| 6741699 | Arrangement for controlling the volume and type of contacts in an internet call center | Eugene P. Mathews | 2004-05-25 |
| 6732188 | Method for providing customer treatment based on specified rules in conjunction with network source address of a request originator | Robin H. Foster, Eugene P. Mathews, John Z. Taylor | 2004-05-04 |
| 6707903 | Automated workflow method for assigning work items to resources | Didina Burok, James M. Landwehr, Colin L. Mallows, Sami Qutub, Rafal Sitkowski +6 more | 2004-03-16 |
| 6704410 | System for automatically assigning skill levels to multiple skilled agents in call center agent assignment applications | Keith R. McFarlane, Lucinda M. Sanders, Paul L. Richman, Darryl J. Maxwell | 2004-03-09 |
| 6694009 | Estimation of a work item's wait-time from the present stages of processing of preceding work items | Gregory Anderson, Robin H. Foster, Eugene P. Mathews | 2004-02-17 |
| 6690788 | Integrated work management engine for customer care in a communication system | David Bauer, Keith R. McFarlane, Lucinda M. Sanders, Gary King, Darryl J. Maxwell +3 more | 2004-02-10 |
| 6678371 | Direct customer control of a network router | Eugene P. Mathews | 2004-01-13 |
| 6661889 | Methods and apparatus for multi-variable work assignment in a call center | Robin H. Foster, Joylee E. Kohler, Eugene P. Mathews | 2003-12-09 |
| 6633640 | Methods and apparatus for analysis of load-balanced multi-site call processing systems | Richard Alan Cohen, Robin H. Foster, Mila Maximets | 2003-10-14 |
| 6614903 | Methods and apparatus for service state-based processing of communications in a call center | Robin H. Foster, Joylee E. Kohler, Eugene P. Mathews | 2003-09-02 |
| 6563920 | Methods and apparatus for processing of communications in a call center based on variable rest period determinations | Robin H. Foster, Joylee E. Kohler, Eugene P. Mathews, John Z. Taylor | 2003-05-13 |
| 6535601 | Skill-value queuing in a call center | Robin H. Foster, Joylee E. Kohler, Eugene P. Mathews | 2003-03-18 |
| 6463346 | Workflow-scheduling optimization driven by target completion time | Darryl J. Maxwell, Keith R. McFarlane, Paul L. Richman, Lucinda M. Sanders | 2002-10-08 |
| 6453038 | System for integrating agent database access skills in call center agent assignment applications | Keith R. McFarlane, Lucinda M. Sanders, Paul L. Richman, Darryl J. Maxwell | 2002-09-17 |
| 6366668 | Method of routing calls in an automatic call distribution network | Simon C. Borst, Francis C. Hymus, Eugene P. Mathews, Martin I. Reiman, Judith B. Seery +1 more | 2002-04-02 |
| 6295353 | Arrangement for efficiently updating status information of a network call-routing system | Eugene P. Mathews | 2001-09-25 |
| 6192122 | Call center agent selection that optimizes call wait times | Robin H. Foster, Roy A. Jensen, Joylee E. Kohler, Eugene P. Mathews | 2001-02-20 |
| 6173053 | Optimizing call-center performance by using predictive data to distribute calls among agents | Frank J. Bogart, Robin H. Foster, Joylee E. Kohler, Eugene P. Mathews, Stephen L. Skarzynski | 2001-01-09 |
| 6163607 | Optimizing call-center performance by using predictive data to distribute agents among calls | Frank J. Bogart, Robin H. Foster, Joylee E. Kohler, Eugene P. Mathews, Stephen L. Skarzynski | 2000-12-19 |
| 6088441 | Arrangement for equalizing levels of service among skills | Robin H. Foster, Roy A. Jensen, Joylee E. Kohler, Eugene P. Mathews | 2000-07-11 |