Issued Patents All Time
Showing 25 most recent of 30 patents
| Patent # | Title | Co-Inventors | Date |
|---|---|---|---|
| 8923503 | Servicing calls in call centers based on estimated call value | Hongguang Li, Lynn R. Smith, Katherine A. Sobus | 2014-12-30 |
| 8731182 | Data store for assessing accuracy of call center agent service time estimates | Hongguang Li, Lynn R. Smith, Katherine A. Sobus | 2014-05-20 |
| 8565412 | Servicing calls in call centers based on estimated call value | Hongguang Li, Lynn R. Smith, Katherine A. Sobus | 2013-10-22 |
| 8036371 | Utilizing small group call center agents to improve productivity without impacting service level targets | Brigite M. Babine | 2011-10-11 |
| 7787609 | Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills | Andrew D. Flockhart, Eugene P. Mathews, Jill K. Ross, John Z. Taylor, Rodney A. Thomson | 2010-08-31 |
| 7209444 | Methods and devices for balancing communications using match rates | Jeffrey H. Hagan | 2007-04-24 |
| 7035927 | Intelligent inbound/outbound communications blending | Andrew D. Flockhart, Eugene P. Mathews, Darryl J. Maxwell | 2006-04-25 |
| 6925165 | Call selection based on continuum skill levels in a call center | Richard Alan Cohen | 2005-08-02 |
| 6766013 | Timely shut-down of a real-time work center | Andrew D. Flockhart, Eugene P. Mathews | 2004-07-20 |
| 6760428 | Modification of voice prompting based on prior communication in a call center | — | 2004-07-06 |
| 6732188 | Method for providing customer treatment based on specified rules in conjunction with network source address of a request originator | Andrew D. Flockhart, Eugene P. Mathews, John Z. Taylor | 2004-05-04 |
| 6694009 | Estimation of a work item's wait-time from the present stages of processing of preceding work items | Gregory Anderson, Andrew D. Flockhart, Eugene P. Mathews | 2004-02-17 |
| 6661889 | Methods and apparatus for multi-variable work assignment in a call center | Andrew D. Flockhart, 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, Andrew D. Flockhart, Mila Maximets | 2003-10-14 |
| 6614903 | Methods and apparatus for service state-based processing of communications in a call center | Andrew D. Flockhart, 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 | Andrew D. Flockhart, Joylee E. Kohler, Eugene P. Mathews, John Z. Taylor | 2003-05-13 |
| 6535601 | Skill-value queuing in a call center | Andrew D. Flockhart, Joylee E. Kohler, Eugene P. Mathews | 2003-03-18 |
| 6366666 | Adjustment of call selection to achieve target values for interval-based performance metrics in a call center | David Bengtson, James E. Ertel, Eugene P. Mathews | 2002-04-02 |
| 6359982 | Methods and apparatus for determining measures of agent-related occupancy in a call center | Roy A. Jensen, Joylee E. Kohler, Eugene P. Mathews | 2002-03-19 |
| 6356632 | Call selection and agent selection in a call center based on agent staffing schedule | William Edward Gourlay, Eugene P. Mathews | 2002-03-12 |
| 6353667 | Minimum interruption cycle time threshold for reserve call center agents | Eugene P. Mathews | 2002-03-05 |
| 6192122 | Call center agent selection that optimizes call wait times | Andrew D. Flockhart, 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, Andrew D. Flockhart, 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, Andrew D. Flockhart, Joylee E. Kohler, Eugene P. Mathews, Stephen L. Skarzynski | 2000-12-19 |
| 6088441 | Arrangement for equalizing levels of service among skills | Andrew D. Flockhart, Roy A. Jensen, Joylee E. Kohler, Eugene P. Mathews | 2000-07-11 |