Daniel D A Duncan

US Patent:

6859529, Feb 22, 2005

Filed:

Feb 25, 2002

Appl. No.:

10/082386

Inventors:

Daniel N. Duncan - Austin TX, US
Alexander N. Svoronos - Springfield NJ, US
Thomas J. Miller - Westfield NJ, US

Assignee:

Austin Logistics Incorporated - Austin TX

International Classification:

H04M003/00

US Classification:

3792661, 379 8818

Abstract:

A method and system schedules inbound inquiries, such as inbound telephone calls, for response by agents in an order that is based in part on the forecasted outcome of the inbound inquiries. A scheduling module applies inquiry information to a model to forecast the outcome of an inbound inquiry. The forecasted outcome is used to set a priority value for ordering the inquiry. The priority value may be determined by solving a constrained optimization problem that seeks to maximize an objective function, such as maximizing an agent's productivity to produce sales or to minimize inbound call attrition. A modeling module generates models that forecast inquiry outcomes based on a history and inquiry information. Statistical analysis such as regression analysis determines the model with the outcome related to the nature of the inquiry. Operator wait time is regulated by forcing low priority and/or highly tolerant inbound inquiries to self service.

US Patent:

6956941, Oct 18, 2005

Filed:

Apr 12, 2000

Appl. No.:

09/547627

Inventors:

Daniel N. Duncan - Austin TX, US
Alexander N. Svoronos - Austin TX, US
Thomas J. Miller - Westfield NJ, US

Assignee:

Austin Logistics Incorporated - Austin TX

International Classification:

H04M003/00

US Classification:

37926501, 37926502, 37926601

Abstract:

A method and system schedules inbound inquiries, such as inbound telephone calls, for response by agents in an order that is based in part on the forecasted outcome of the inbound inquiries. A scheduling module applies inquiry information to a model to forecast the outcome of an inbound inquiry. The forecasted outcome is used to set a priority value for ordering the inquiry. The priority value may be determined by solving a constrained optimization problem that seeks to maximize an objective function, such as maximizing an agent's productivity to produce sales or to minimize inbound call attrition. The inbound call may be placed on a virtual hold or be responded to on a real-time basis based on the inbound inquiry's priority value. A modeling module generates models that forecast inquiry outcomes based on a history and inquiry information. Statistical analysis such as regression analysis determines the model with the outcome related to the nature of the inquiry.

US Patent:

7054434, May 30, 2006

Filed:

Jun 6, 2003

Appl. No.:

10/456575

Inventors:

Richard Rodenbusch - Austin TX, US
Daniel N. Duncan - Austin TX, US

Assignee:

Austin Logistics Incorporated - Austin TX

International Classification:

H04M 3/00

US Classification:

37926502, 37926607, 37926608

Abstract:

A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call record accounts related to the same individual. A common account tag detector detects related accounts and communicates with a common account controller of a distribution module that distributes contact attempts in pools and queues. The common account controller locates related accounts, such as by searching for accounts having the same tag, to prevent additional contact attempts to the individual associated with the related accounts. The related accounts are forwarded to the operator who made the successful contact to coordinate resolution of the related accounts along with the account that originated the contact attempt.

US Patent:

7103173, Sep 5, 2006

Filed:

Mar 12, 2002

Appl. No.:

10/095513

Inventors:

Richard Rodenbusch - Austin TX, US
Daniel N. Duncan - Austin TX, US

Assignee:

Austin Logistics Incorporated - Austin TX

International Classification:

H04M 3/00
H04M 5/00

US Classification:

37926607, 37926505

Abstract:

A method and system is provided for the preemptive goals based distribution of contact records. This method and system includes devices receiving contact records and providing customer contacts to one or more agents. Interfaced with the device is a distribution module including pools and queues. The distribution module places the contact records into the pools and transfers less than all of the contact records to the queues to allow for processing by the devices at peak efficiency. The distribution module transfers the queues to the devices so that the device can place customer contact attempts. A goal module, associated with the distribution module, monitors the performance of the pools. The goal module modifies which queues the pools transfer contact records to based on the performance of the pools thereby allowing the contact records to be distributed in accordance with performance goals for the pools.

US Patent:

7139389, Nov 21, 2006

Filed:

Aug 6, 2002

Appl. No.:

10/212817

Inventors:

Daniel Neal Duncan - Austin TX, US

International Classification:

H04M 3/00

US Classification:

37926501, 37926502, 37926509

Abstract:

A system and method for allocating contact resources provides a platform for communicating contact resource availability from contract resource sources to contact resource users and for procurement of the available contact resources by contact resource users. Procurement of contact resources is supported by quality control that trains, certifies and monitors contact agents to provide assurance to contact resource users of a defined standard of contact quality. Routing of contacts is coordinated through physical medium to support a schedule of procured resources. Speech-to-text resources aid contact communications and quality.

US Patent:

7142662, Nov 28, 2006

Filed:

Jul 9, 2001

Appl. No.:

09/901749

Inventors:

Richard Rodenbusch - Austin TX, US
Daniel N Duncan - Austin TX, US

Assignee:

Austin Logistics Incorporated - Austin TX

International Classification:

H04M 3/523
H04Q 3/64

US Classification:

37926607, 37926505

Abstract:

A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module including pools and queues. The distribution module places the call records into the pools and transfers less than all of the call records to the queues to allow for calling by the dialing devices at peak efficiency. The distribution module transfers the queues to the dialing devices so that the dialing device can place telephone calls. The distribution module monitors the queues to determine when to send additional call records to the queues. In addition, distribution module monitors the results of the call records and updates the call records in the pools so that call records with unsuccessful outcomes can be safely called again later in the day.

US Patent:

7158629, Jan 2, 2007

Filed:

Jun 7, 2006

Appl. No.:

11/448230

Inventors:

Richard Rodenbusch - Austin TX, US
Daniel N. Duncan - Austin TX, US

Assignee:

Austin Logistics Incorporated - Austin TX

International Classification:

H04M 3/00
H04M 5/00

US Classification:

37926607, 37926505

Abstract:

A method and system is provided for the preemptive goals based distribution of contact records. This method and system includes devices receiving contact records and providing customer contacts to one or more agents. Interfaced with the device is a distribution module including pools and queues. The distribution module places the contact records into the pools and transfers less than all of the contact records to the queues to allow for processing by the devices at peak efficiency. The distribution module transfers the queues to the devices so that the device can place customer contact attempts. A goal module, associated with the distribution module, monitors the performance of the pools. The goal module modifies which queues the pools transfer contact records to based on the performance of the pools thereby allowing the contact records to be distributed in accordance with performance goals for the pools.

US Patent:

7239692, Jul 3, 2007

Filed:

Nov 20, 2006

Appl. No.:

11/561515

Inventors:

Richard Rodenbusch - Austin TX, US
Daniel N. Duncan - Austin TX, US

Assignee:

Austin Logistics Incorporated - Austin TX

International Classification:

H04M 3/523
H04Q 3/64

US Classification:

37926607, 37926505

Abstract:

A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module including pools and queues. The distribution module places the call records into the pools and transfers less than all of the call records to the queues to allow for calling by the dialing devices at peak efficiency. The distribution module transfers the queues to the dialing devices so that the dialing device can place telephone calls. The distribution module monitors the queues to determine when to send additional call records to the queues. In addition, distribution module monitors the results of the call records and updates the call records in the pools so that call records with unsuccessful outcomes can be safely called again later in the day.