| 7492888 |
Method and apparatus for assigning priorities by applying dynamically-changeable business rules |
Anthony Dezonno, Roger Sumner, Carlo Bonifazi, Jeffrey Hodson, Craig Shambaugh +2 more |
2009-02-17 |
| 7460659 |
Best practices learning for agents in a communication system |
Craig Shambaugh, Roger Sumner, Carlo Bonifazi, Jeffrey Hodson, Mark Michelson +2 more |
2008-12-02 |
| 7369653 |
Method of delivering enterprise data through a call center |
Anthony Dezonno, Jeffrey Hodson, Joseph Bloom, David Funck, Eric James +4 more |
2008-05-06 |
| 7197132 |
Adaptive transaction guidance |
Anthony Dezonno, Jeffrey Hodson, Roger Sumner, Carlo Bonifazi, Mark Michelson +2 more |
2007-03-27 |
| 7184540 |
Personality based matching of callers to agents in a communication system |
Anthony Dezonno, Roger Sumner, Carlo Bonifazi, Jeffrey Hodson, Craig Shambaugh +2 more |
2007-02-27 |
| 7151826 |
Third party coaching for agents in a communication system |
Craig Shambaugh, Roger Sumner, Carlo Bonifazi, Jeffrey Hodson, Mark Michelson +2 more |
2006-12-19 |
| 7085719 |
Voice filter for normalizing an agents response by altering emotional and word content |
Craig Shambaugh, Anthony Dezonno, Kenneth E. Venner, James F. Martin, Darryl Hymel +1 more |
2006-08-01 |
| 7058578 |
Media translator for transaction processing system |
Mark Michelson, Roger Sumner, Carlo Bonifazi, Jeffrey Hodson, Craig Shambaugh +2 more |
2006-06-06 |
| 7003462 |
Voice filter for normalizing an agent's emotional response |
Craig Shambaugh, Anthony Dezonno, Kenneth E. Venner, Jared Bluestein, Jim F. Martin +2 more |
2006-02-21 |
| 6970821 |
Method of creating scripts by translating agent/customer conversations |
Craig Shambaugh, Anthony Dezonno, Jared Bluestein, Kenneth E. Venner, Jim F. Martin +2 more |
2005-11-29 |
| 6961419 |
Contact center data integration with enterprise applications |
Dave Mosquera, Anthony Dezonno, Jeffrey Hodson, Joseph Bloom, David Funck +4 more |
2005-11-01 |
| 6959080 |
Method selecting actions or phases for an agent by analyzing conversation content and emotional inflection |
Anthony Dezonno, Craig Shambaugh |
2005-10-25 |
| 6931119 |
Apparatus and method for providing caller-specific data to agent station and for automatically launching corresponding application |
Mark Michelson, Roger Sumner, Carlo Bonifazi, Jeffrey Hodson, Craig Shambaugh +2 more |
2005-08-16 |
| 6885744 |
Method of providing background and video patterns |
Jared Bluestein, Anthony Dezonno, Kenneth E. Venner, James F. Martin, Darryl Hymel +2 more |
2005-04-26 |
| 6870926 |
Method of optimizing call center resources based upon statistics |
Craig Shambaugh, Joe Bloom, Anthony Dezonno, David Funck, Jeff Hodson +4 more |
2005-03-22 |
| 6868153 |
Customer touch-point scoring system |
Anthony Dezonno, Jeff Hodson, Roger Sumner, Carlo Bonifazi, Mark Michelson +2 more |
2005-03-15 |
| 6816733 |
Tracking agent call processing locations in connection with an automatic call distribution system |
Anthony Dezonno, Craig Shambaugh, Daniel F. Baker |
2004-11-09 |
| 6804668 |
Natural language agent for monitoring a threaded discussion |
Craig Shambaugh, Anthony Dezonno, Kenneth E. Venner, Jared Bluestein, Jim F. Martin +2 more |
2004-10-12 |
| 6598021 |
Method of modifying speech to provide a user selectable dialect |
Craig Shambaugh, Anthony Dezonno, Kenneth E. Venner, Jared Bluestein, James F. Martin +2 more |
2003-07-22 |
| 6308154 |
Method of natural language communication using a mark-up language |
Laird C. Williams, Anthony Dezonno, Kenneth E. Venner, Jared Bluestein, Jim F. Martin +2 more |
2001-10-23 |