| 8358774 |
Enterprise-wide occupancy based routing |
Judith Laughlin, Roger Sumner |
2013-01-22 |
| 7492888 |
Method and apparatus for assigning priorities by applying dynamically-changeable business rules |
Mark Power, Anthony Dezonno, Roger Sumner, Carlo Bonifazi, Jeffrey Hodson +2 more |
2009-02-17 |
| 7460659 |
Best practices learning for agents in a communication system |
Craig Shambaugh, Roger Sumner, Mark Power, Carlo Bonifazi, Jeffrey Hodson +2 more |
2008-12-02 |
| 7324640 |
Transaction outcome state mapping |
Anthony Dezonno, Jeffrey Hodson, Roger Sumner, Carlo Bonifazi, Robert Beckstrom +2 more |
2008-01-29 |
| 7197132 |
Adaptive transaction guidance |
Anthony Dezonno, Jeffrey Hodson, Roger Sumner, Carlo Bonifazi, Robert Beckstrom +2 more |
2007-03-27 |
| 7184540 |
Personality based matching of callers to agents in a communication system |
Anthony Dezonno, Mark Power, Roger Sumner, Carlo Bonifazi, Jeffrey Hodson +2 more |
2007-02-27 |
| 7151826 |
Third party coaching for agents in a communication system |
Craig Shambaugh, Roger Sumner, Mark Power, Carlo Bonifazi, Jeffrey Hodson +2 more |
2006-12-19 |
| 7058578 |
Media translator for transaction processing system |
Roger Sumner, Mark Power, Carlo Bonifazi, Jeffrey Hodson, Craig Shambaugh +2 more |
2006-06-06 |
| 6931119 |
Apparatus and method for providing caller-specific data to agent station and for automatically launching corresponding application |
Roger Sumner, Mark Power, Carlo Bonifazi, Jeffrey Hodson, Craig Shambaugh +2 more |
2005-08-16 |
| 6868153 |
Customer touch-point scoring system |
Anthony Dezonno, Jeff Hodson, Roger Sumner, Carlo Bonifazi, Robert Beckstrom +2 more |
2005-03-15 |
| 6222919 |
Method and system for routing incoming telephone calls to available agents based on agent skills |
Michael C. Hollatz, Daniel F. Baker, Joseph C. Steinlicht, Kurt E. Sunderman |
2001-04-24 |
| 5715306 |
Automatic call distribution system with user definable logging and method therefor |
Kurt E. Sunderman, John P. Lenihan |
1998-02-03 |
| 5500891 |
Telecommunication system with multilink host computer call control interface system and method |
Noreen A. Harrington |
1996-03-19 |