Issued Patents All Time
Showing 26–50 of 55 patents
| Patent # | Title | Co-Inventors | Date |
|---|---|---|---|
| 8457300 | Instant message contact management in a contact center | Thomas L. Hemm, Rodney A. Thomson | 2013-06-04 |
| 8391463 | Method and apparatus for identifying related contacts | Sarah H. Kiefhaber, Henry R. Paddock | 2013-03-05 |
| 8380555 | System and method for identifying and managing customer needs | Christian Long, Jeffrey J. Olson, Doree Duncan Seligmann | 2013-02-19 |
| 8000989 | Using true value in routing work items to resources | Sarah H. Kiefhaber, Henry R. Paddock, Katherine A. Sobus, Rodney A. Thomson | 2011-08-16 |
| 7936867 | Multi-service request within a contact center | Deborah Hill, Sarah H. Kiefhaber, Henry R. Paddock, Katherine A. Sobus, Rodney A. Thomson | 2011-05-03 |
| 7809127 | Method for discovering problem agent behaviors | Kenneth R. Hackbarth, Murray Jenson, Henry R. Paddock, Katherine A. Sobus, David Zanoni | 2010-10-05 |
| 7734032 | Contact center and method for tracking and acting on one and done customer contacts | Sarah H. Kiefhaber, Henry R. Paddock, Katherine A. Sobus, Rodney A. Thomson | 2010-06-08 |
| 7729490 | Post-termination contact management | Thomas L. Hemm, Rodney A. Thomson | 2010-06-01 |
| 7711104 | Multi-tasking tracking agent | Andrew D. Flockhart, Kenneth R. Hackbarth, Thomas L. Hemm, Sarah H. Kiefhaber, Gary Olmsted +1 more | 2010-05-04 |
| 7415417 | Presence awareness agent | David G. Boyer, Sally Cartwright, Susan K. Harkreader, Thomas L. Hemm, Doree Duncan Seligmann | 2008-08-19 |
| 7336779 | Topical dynamic chat | David G. Boyer, Sally Cartwright, Susan K. Harkreader, Thomas L. Hemm, Doree Duncan Seligmann | 2008-02-26 |
| 6973176 | Method and apparatus for rotating auto reserve agents | Kimberly D. Chism | 2005-12-06 |
| 6847714 | Accent-based matching of a communicant with a call-center agent | Sharmistha Das, Kenneth R. Hackbarth, Kenneth B. Jensen, Valentine C. Matula, Richard A. Windhausen | 2005-01-25 |
| 6661889 | Methods and apparatus for multi-variable work assignment in a call center | Andrew D. Flockhart, Robin H. Foster, Eugene P. Mathews | 2003-12-09 |
| 6636598 | Automated transaction distribution system and method implementing transaction distribution to unavailable agents | Rodney A. Thomson, Thomas S. Fisher | 2003-10-21 |
| 6614903 | Methods and apparatus for service state-based processing of communications in a call center | Andrew D. Flockhart, Robin H. Foster, Eugene P. Mathews | 2003-09-02 |
| 6563920 | Methods and apparatus for processing of communications in a call center based on variable rest period determinations | Andrew D. Flockhart, Robin H. Foster, Eugene P. Mathews, John Z. Taylor | 2003-05-13 |
| 6535601 | Skill-value queuing in a call center | Andrew D. Flockhart, Robin H. Foster, Eugene P. Mathews | 2003-03-18 |
| 6359982 | Methods and apparatus for determining measures of agent-related occupancy in a call center | Robin H. Foster, Roy A. Jensen, Eugene P. Mathews | 2002-03-19 |
| 6192122 | Call center agent selection that optimizes call wait times | Andrew D. Flockhart, Robin H. Foster, Roy A. Jensen, Eugene P. Mathews | 2001-02-20 |
| 6173053 | Optimizing call-center performance by using predictive data to distribute calls among agents | Frank J. Bogart, Andrew D. Flockhart, Robin H. Foster, 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, Andrew D. Flockhart, Robin H. Foster, Eugene P. Mathews, Stephen L. Skarzynski | 2000-12-19 |
| 6088441 | Arrangement for equalizing levels of service among skills | Andrew D. Flockhart, Robin H. Foster, Roy A. Jensen, Eugene P. Mathews | 2000-07-11 |
| 5982873 | Waiting-call selection based on objectives | Andrew D. Flockhart, Robin H. Foster, Eugene P. Mathews | 1999-11-09 |
| 5905793 | Waiting-call selection based on anticipated wait times | Andrew D. Flockhart, Robin H. Foster, Eugene P. Mathews | 1999-05-18 |