Daniel J Connors

US Patent:

7734498, Jun 8, 2010

Filed:

Jan 18, 2007

Appl. No.:

11/624312

Inventors:

Ching-Hua Chen-Ritzo - Mahopac NY, US
Daniel Connors - Pleasant Valley NY, US
Laura Wynter - Chappaqua NY, US

Assignee:

International Business Machines Corporation - Armonk NY

International Classification:

G06F 17/30

US Classification:

705 10, 705 7, 705 8, 705 9

Abstract:

A method (and system) for contact center management contract evaluation including determining a potential profitability/risk for contact center management based upon a proposed contract term between one of a client and a service provider, and a service provider and a vendor.

US Patent:

20070276713, Nov 29, 2007

Filed:

May 26, 2006

Appl. No.:

11/441194

Inventors:

Young Min Lee - Old Westbury NY, US
Daniel Patrick Connors - Pleasant Valley NY, US

International Classification:

G06F 17/50

US Classification:

705 7

Abstract:

The present invention forecasts workforce demand by extracting a data set representing project requests that are recorded in a corporate workforce request database before work begins and using advance request data to forecast the future workforce demand. Thus, advance resource request data is accessed, and demand signals are extracted from the data. Forecast models are built for each skill category and forecasting lead time using the advance resource request data. Workforce demand forecasts are also generated.

US Patent:

20080162246, Jul 3, 2008

Filed:

Jan 3, 2007

Appl. No.:

11/619564

Inventors:

Ching-Hua Chen-Ritzo - Mahopac NY, US
Daniel Connors - Pleasant Valley NY, US
Laura Wynter - Chappaqua NY, US

Assignee:

International Business Machines Corporation - Armonk NY

International Classification:

G06Q 10/00

US Classification:

705 9, 705 8

Abstract:

A method (and system) for allocating contacts to a vendor including determining an allocation of contacts to a vendor based upon one of a client to service provider payment structure, a service provider to vendor payment structure, and a client contact handling demand.

US Patent:

20080167929, Jul 10, 2008

Filed:

Jan 10, 2007

Appl. No.:

11/621942

Inventors:

Heng Cao - Yorktown Heights NY, US
Daniel Patrick Connors - Pleasant Valley NY, US
Donna L. Gresh - Cortlandt Manor NY, US
Meng-Chen Hsieh - Elmhurst NY, US
Jianying Hu - Bronx NY, US
Chen Jiang - Mohegan Lake NY, US
Tarun Kumar - Mohegan Lake NY, US
Yang Liu - Mohegan Lake NY, US
Yingdong Lu - Yorktown Heights NY, US
Aleksandra Mojsilovic - New York NY, US
Ana Radovanovic - New York NY, US
Mark S. Squillante - Pound Ridge NY, US
Yichong Yu - Yorktown Heights NY, US

International Classification:

G06Q 10/00

US Classification:

705 8

Abstract:

A method (and structure) for end-to-end workforce management, includes identifying sources of data that together reflect data of substantially the entirety of a workforce of an organization, identifying service components related to the workforce, and combining the data sources and service components into an integrated framework to support an end-to-end workforce management cycle.

US Patent:

20080167930, Jul 10, 2008

Filed:

Jan 10, 2007

Appl. No.:

11/621947

Inventors:

Heng Cao - Yorktown Heights NY, US
John Matthew Collins - West Hartford CT, US
Daniel Patrick Connors - Pleasant Valley NY, US
Donna L. Gresh - Cortlandt Manor NY, US
Meng-Chen Hsieh - Elmhurst NY, US
Jianying Hu - Bronx NY, US
Mark A. Eaton - Ridgewood NJ, US
Ta-Hsin Li - Danbury CT, US
Yingdong Lu - Yorktown Heights NY, US
Ana Radovanovic - New York NY, US
Bonnie K. Ray - Nyack NY, US
Mark S. Squillante - Pound Ridge NY, US

International Classification:

G05B 19/418

US Classification:

705 8

Abstract:

A workforce management tool includes an input section that receives data from one or more data sources that together reflect data of substantially an entirety of a workforce of an organization. A plurality of service modules receive and process the data in accordance with requirements of different segments of the organization. The plurality of service modules are interconnected so that a user in a segment of the organization can selectively view any data of the workforce tool that is related to that segment.

US Patent:

20080177606, Jul 24, 2008

Filed:

Jan 18, 2007

Appl. No.:

11/624316

Inventors:

Ching-Hua Chen-Ritzo - Mahopac NY, US
Daniel Connors - Pleasant Valley NY, US
Laura Wynter - Chappaqua NY, US

Assignee:

International Business Machines Corporation - Armonk NY

International Classification:

G06F 17/30
G06Q 30/00

US Classification:

705 8, 705 30

Abstract:

A system (and method) for allocating a contact to a vendor includes determining a real-time allocation of contact based upon one of a client-to-service provider payment structure, a service provider-to-vendor payment structure, and a real-time client contact handling demand.

US Patent:

20080249839, Oct 9, 2008

Filed:

Mar 21, 2008

Appl. No.:

12/052953

Inventors:

Young Min LEE - Old Westbury NY, US
Daniel Patrick Connors - Pleasant Valley NY, US

International Classification:

G06Q 10/00

US Classification:

705 10

Abstract:

The present invention forecasts workforce demand by extracting a data set representing project requests that are recorded in a corporate workforce request database before work begins and using advance request data to forecast the future workforce demand. Thus, advance resource request data is accessed, and demand signals are extracted from the data. Forecast models are built for each skill category and forecasting lead time using the advance resource request data. Workforce demand forecasts are also generated.

US Patent:

20080300844, Dec 4, 2008

Filed:

Jun 1, 2007

Appl. No.:

11/757111

Inventors:

Sugato Bagchi - White Plains NY, US
Daniel P. Connors - Pleasant Valley NY, US
Shubir Kapoor - Shrub Oak NY, US
Kaan Katircioglu - Yorktown Heights NY, US
Young M. Lee - Old Westbury NY, US
Wei Wang - Beijing, CN

Assignee:

INTERNATIONAL BUSINESS MACHINES CORPORATION - Armonk NY

International Classification:

G06F 17/50

US Classification:

703 13

Abstract:

Method and system for estimating performance of resource-based service delivery operation by simulating interactions of multiple events are provided. Method and system, in one aspect, simulate a plurality of events associated with a resource-based service delivery operation and allow the plurality of events to interact through a resource availability outlook. The plurality of events may include events of execution of service engagement and at least one or more of demand planning of service engagement, supply planning of resources, attrition of resources, termination of resource, or combinations of thereof.