Method for evaluating customer call center system designs

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 7170992
APP PUB NO 20050047578A1
SERIAL NO

10963229

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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A method of evaluating a design for a call center system. A particular system is put into use and data collected to quantify various quality of service factors. Each quality of service factor is multiplied times an expense multiplier and added to an agent cost factor. The result is a metric that describes the system in monetary terms.

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AT&T KNOWLEDGE VENTURES, L.P.RENO, NV325

International Classification(s)

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  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Bushey, Robert R Cedar Park, TX 124 4273
Knott, Benjamin A Round Rock, TX 66 2234

Cited Art Landscape

Patent Info (Count) # Cites Year
 
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (1)
2004/0111,310 Training, certifying, assigning and collaborating agents among multiple users 28 2003
 
AVAYA INC. (1)
* 6453038 System for integrating agent database access skills in call center agent assignment applications 211 2000
 
SIX SIGMA, INC. (1)
2001/0032,120 Individual call agent productivity method and system 52 2001
 
UNIFY, INC. (1)
* 6327364 Reducing resource consumption by ACD systems 45 1998
 
MARITZ INC. (1)
2003/0009,373 System and method for addressing a performance improvement cycle of a business 27 2002
 
ARISE VIRTUAL SOLUTIONS, INC. (1)
6493446 Call center posting program 58 1999
 
AT&T CORP. (1)
* 5509055 Inbound telecommunications services resources management system 60 1995
* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
AT&T INTELLECTUAL PROPERTY I, L.P. (1)
* 2007/0165,830 Dynamic load balancing between multiple locations with different telephony system 6 2007
 
AVAYA INC. (35)
8094804 Method and apparatus for assessing the status of work waiting for service 5 2003
* 2005/0071,211 Method and apparatus for assessing the status of work waiting for service 48 2003
* 8000989 Using true value in routing work items to resources 57 2004
7734032 Contact center and method for tracking and acting on one and done customer contacts 65 2004
7953859 Data model of participation in multi-channel and multi-party contacts 19 2004
8738412 Method and apparatus for supporting individualized selection rules for resource allocation 2 2004
* 2006/0015,388 Method and apparatus for supporting individualized selection rules for resource allocation 62 2004
7711104 Multi-tasking tracking agent 29 2004
8234141 Dynamic work assignment strategies based on multiple aspects of agent proficiency 4 2005
7949121 Method and apparatus for the simultaneous delivery of multiple contacts to an agent 12 2005
7809127 Method for discovering problem agent behaviors 2 2005
* 2006/0271,418 Method for discovering problem agent behaviors 35 2005
7779042 Deferred control of surrogate key generation in a distributed processing architecture 7 2005
7822587 Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior 5 2005
7787609 Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills 49 2005
7752230 Data extensibility using external database tables 4 2005
* 2007/0083,572 Data extensibility using external database tables 34 2005
7936867 Multi-service request within a contact center 86 2006
8391463 Method and apparatus for identifying related contacts 4 2006
8938063 Contact center service monitoring and correcting 4 2006
8811597 Contact center performance prediction 4 2006
* 2007/0230,681 PRESENCE AWARENESS AGENT 41 2007
8504534 Database structures and administration techniques for generalized localization of database items 0 2007
9025761 Method and apparatus for assessing the status of work waiting for service 0 2008
8891747 Method and apparatus for assessing the status of work waiting for service 0 2008
8751274 Method and apparatus for assessing the status of work waiting for service 1 2008
* 2008/0275,766 METHOD AND APPARATUS FOR ASSESSING THE STATUS OF WORK WAITING FOR SERVICE 9 2008
* 2008/0275,752 METHOD AND APPARATUS FOR ASSESSING THE STATUS OF WORK WAITING FOR SERVICE 9 2008
* 2008/0275,751 METHOD AND APPARATUS FOR ASSESSING THE STATUS OF WORK WAITING FOR SERVICE 10 2008
8856182 Report database dependency tracing through business intelligence metadata 1 2008
8731177 Data model of participation in multi-channel and multi-party contacts 2 2008
8565386 Automatic configuration of soft phones that are usable in conjunction with special-purpose endpoints 0 2009
9516069 Packet headers as a trigger for automatic activation of special-purpose softphone applications 0 2009
* 2011/0116,505 PACKET HEADERS AS A TRIGGER FOR AUTOMATIC ACTIVATION OF SPECIAL-PURPOSE SOFTPHONE APPLICATIONS 2 2009
8578396 Deferred control of surrogate key generation in a distributed processing architecture 0 2010
 
SBC KNOWLEDGE VENTURES, L.P. (1)
8548157 System and method of managing incoming telephone calls at a call center 0 2005
 
AT&T Intellectual Property, L.P. (2)
8102992 Dynamic load balancing between multiple locations with different telephony system 4 2007
8660256 Dynamic load balancing between multiple locations with different telephony system 0 2011
 
AT&T KNOWLEDGE VENTURES, L.P. (2)
* 7418093 Method for evaluating customer call center system designs 27 2007
* 2007/0121,892 METHOD FOR EVALUATING CUSTOMER CALL CENTER SYSTEM DESIGNS 0 2007
* Cited By Examiner

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