Issued Patents All Time
Showing 25 most recent of 55 patents
| Patent # | Title | Co-Inventors | Date |
|---|---|---|---|
| 10579947 | System and method for scheduling based on service completion objectives | Andrew D. Flockhart, Robert C. Steiner | 2020-03-03 |
| 10467560 | System and method for adaptive multiple contact assignment | Pawan Aggarwal, Kedar Swadi | 2019-11-05 |
| 10375244 | Premises enabled mobile kiosk, using customers' mobile communication device | Deborah Hill, Sarah H. Kiefhaber, Katherine A. Sobus, Rodney A. Thomson | 2019-08-06 |
| 9781263 | Context-based dynamic adjustment to pacing algorithm | Andrew D. Flockhart, Robert C. Steiner | 2017-10-03 |
| 9451087 | Agent matching based on video analysis of customer presentation | Luciano Godoy Fagundes, Thomas Joseph Moran, Dhaval Desai, Paul Roller Michaelis | 2016-09-20 |
| 9118765 | Agent skill promotion and demotion based on contact center state | Andrew D. Flockhart, Robert C. Steiner | 2015-08-25 |
| 9100480 | Adjustment of contact routing decisions to reward agent behavior | Andrew D. Flockhart, Robert C. Steiner | 2015-08-04 |
| 9083805 | System and method for providing service by a first agent while waiting for a second agent | Russell K. Pierce, Katherine A. Sobus | 2015-07-14 |
| 8965878 | Qualifier set creation for work assignment engine | Robert C. Steiner, Andrew D. Flockhart | 2015-02-24 |
| 8953775 | System, method, and apparatus for determining effectiveness of advanced call center routing algorithms | Andrew D. Flockhart, Robert C. Steiner | 2015-02-10 |
| 8938063 | Contact center service monitoring and correcting | Kenneth R. Hackbarth, Murray Jenson, Sarah H. Kiefhaber | 2015-01-20 |
| 8913736 | System and method for delivering a contact to a preferred agent after a set wait period | Dhaval Desai, Luciano Godoy Fagundes, Mohammad Khan, Tommy Moran, Veeranna A. Yamanappa | 2014-12-16 |
| 8903080 | Goal-based estimated wait time | Andrew D. Flockhart, Robert C. Steiner | 2014-12-02 |
| 8873739 | Instant message contact management in a contact center | Thomas L. Hemm, Rodney A. Thomson | 2014-10-28 |
| 8811597 | Contact center performance prediction | Kenneth R. Hackbarth, Murray Jenson, Sarah H. Kiefhaber, Douglas W. Swartz | 2014-08-19 |
| 8761380 | Adaptive estimated wait time predictor | Robert C. Steiner, Andrew D. Flockhart, William H. Jolicoeur | 2014-06-24 |
| 8718268 | Customer service teaming | Robert C. Steiner, Andrew D. Flockhart | 2014-05-06 |
| 8718267 | Analytics feedback and routing | Andrew D. Flockhart, Robert C. Steiner | 2014-05-06 |
| 8718269 | Risks for waiting for well-matched | Robert C. Steiner, Andrew D. Flockhart | 2014-05-06 |
| 8699695 | Automatic call notification groups | Andrew D. Flockhart, Robert C. Steiner | 2014-04-15 |
| 8699691 | Multi-tasking relief | Robert C. Steiner, Andrew D. Flockhart | 2014-04-15 |
| 8688684 | Qualifier set creation for work assignment engine | Robert C. Steiner, Andrew D. Flockhart | 2014-04-01 |
| 8634541 | Work assignment deferment during periods of agent surplus | Andrew D. Flockhart, Robert C. Steiner | 2014-01-21 |
| 8577017 | Interrupting auxiliary agents | Andrew D. Flockhart, Robert C. Steiner | 2013-11-05 |
| 8488772 | Grouping of contact center agents | Luciano Godoy Fagundes, Tommy Moran, Veeranna A. Yamanappa, Mohammad Khan, Dhaval Desai +2 more | 2013-07-16 |