Michael H Gates

US Patent:

20180205828, Jul 19, 2018

Filed:

Mar 15, 2018

Appl. No.:

15/922473

Inventors:

- Chicago IL, US
David GUSTAFSON - Lake Bluff IL, US
Douglas BROWN - Austin TX, US
Michael Glen GATES - Lakeway TX, US
William Duane SKEEN - Austin TX, US
Brendan JOYCE - Chicago IL, US

International Classification:

H04M 3/523
H04M 3/51

Abstract:

The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include identifying origination data for a customer contacting a contact center with a customer task, determining a predicted personality type of the customer based on the identified origination data and a customer profile, providing a routing recommendation to a communication distributor to route the customer to an agent based on the predicted personality type of the customer and historical customer data, routing the customer via the communication distributor to the agent based on the routing recommendation, and updating the customer profile.

US Patent:

20180115646, Apr 26, 2018

Filed:

Dec 15, 2017

Appl. No.:

15/844010

Inventors:

- Chicago IL, US
David GUSTAFSON - Lake Bluff IL, US
Douglas BROWN - Austin TX, US
Michael GATES - Lakeway TX, US
William SKEEN - Austin TX, US
Brendan JOYCE - Chicago IL, US
Christopher DANSON - Austin TX, US

International Classification:

H04M 3/523
H04M 3/51
H04M 3/42

Abstract:

The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving a communication from a customer; retrieving or predicting a first profile of the customer; returning a list of currently available agents and expected available agents, wherein the currently available agents exclude agents that exceed a predetermined work threshold; determining, for each currently available agent and each expected available agent, a proficiency score for handling a customer with the first profile; determining that an expected available agent has a higher proficiency score than a currently available agent; and providing a routing recommendation based on the determined higher proficiency score that will route the customer communication via a communication distributor to the expected available agent.

US Patent:

20170208177, Jul 20, 2017

Filed:

Mar 31, 2017

Appl. No.:

15/476621

Inventors:

- Chicago IL, US
David GUSTAFSON - Lake Bluff IL, US
Douglas BROWN - Austin TX, US
Michael Glen GATES - Lakeway TX, US
William Duane SKEEN - Austin TX, US
Brendan JOYCE - Chicago IL, US
Christopher DANSON - Austin TX, US

International Classification:

H04M 3/523
H04M 3/51
H04M 3/42

Abstract:

The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving the customer communication; retrieving or predicting a first profile of a customer associated with a customer communication, wherein the retrieved or predicted profile includes a customer satisfaction score; predicting a second profile of a future customer; providing a list of currently available and expected available agents, wherein the currently available agents are selected by including only agents that exceed a predetermined work threshold based on an average customer satisfaction score determined over a selected time period; providing a routing recommendation to a communication distributor based on the retrieved or predicted first profile, the predicted second profile, and currently available agents' and expected available agents' proficiency at handling customers with the retrieved or predicted first and second profiles, wherein the communication distributor routes the communication to an agent based on the routing recommendation.

US Patent:

20170149976, May 25, 2017

Filed:

Feb 6, 2017

Appl. No.:

15/425803

Inventors:

- Chicago IL, US
David GUSTAFSON - Lake Bluff IL, US
Douglas BROWN - Austin TX, US
Michael Glen GATES - Lakeway TX, US
William Duane SKEEN - Austin TX, US
Brendan JOYCE - Chicago IL, US

International Classification:

H04M 3/523
H04M 3/51

Abstract:

The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include receiving a customer communication, predicting a demographic profile of the customer associated with the customer communication, monitoring real-time agent performance data and modifying a predetermined work threshold based on the real-time agent performance data, and providing a routing recommendation to route the customer to an agent based on the prediction and historical customer data for agents who have not exceeded the predetermined work threshold.

US Patent:

20160330325, Nov 10, 2016

Filed:

Jul 15, 2016

Appl. No.:

15/211955

Inventors:

- Chicago IL, US
David GUSTAFSON - Lake Bluff IL, US
Douglas BROWN - Austin TX, US
Michael Glen GATES - Lakeway TX, US
William Duane SKEEN - Austin TX, US
Brendan JOYCE - Chicago IL, US
Christopher DANSON - Austin TX, US

International Classification:

H04M 3/523
H04M 3/51

Abstract:

The methods, apparatus, and systems described herein facilitate dynamic occupancy routing decisions. The methods include predicting a likelihood, based on day or time of day, that a customer having a retrieved or predicted profile is expected to initiate a customer communication; receiving, by one or more processors, the customer communication; providing a list of currently available agents and expected available agents, wherein the currently available agents are selected by excluding agents that (i) exceed a predetermined work threshold; and (ii) have exceeded a predetermined occupancy level; providing a routing recommendation to a communication distributor based on the predicted likelihood that the customer will initiate the customer communication on a day or at a time of day, and currently available agents' and expected available agents' proficiency at handling customers with the retrieved or predicted profile; and routing the customer communication via the communication distributor to an agent based on the recommendation.

US Patent:

20150341496, Nov 26, 2015

Filed:

Aug 4, 2015

Appl. No.:

14/818082

Inventors:

- Chicago IL, US
David GUSTAFSON - Lake Bluff IL, US
Douglas BROWN - Austin TX, US
Michael Glen GATES - Lakeway TX, US
William Duane SKEEN - Austin TX, US
Brendan JOYCE - Chicago IL, US

International Classification:

H04M 3/523
H04M 3/51

Abstract:

The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include receiving a customer communication, predicting a demographic profile of the customer associated with the customer communication, and providing a routing recommendation to route the customer to an agent based on the prediction and historical customer data.

US Patent:

20150312417, Oct 29, 2015

Filed:

Jul 7, 2015

Appl. No.:

14/793144

Inventors:

- CHICAGO IL, US
David GUSTAFSON - Lake Bluff IL, US
Douglas BROWN - Austin TX, US
Michael Glen GATES - Lakeway TX, US
William Duane SKEEN - Austin TX, US
Brendan JOYCE - Chicago IL, US
Christopher DANSON - Austin TX, US

International Classification:

H04M 3/523
G06Q 30/00
H04M 3/51

Abstract:

The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.

US Patent:

20150036815, Feb 5, 2015

Filed:

Oct 20, 2014

Appl. No.:

14/518423

Inventors:

- Chicago IL, US
David GUSTAFSON - Lake Bluff IL, US
Douglas BROWN - Austin TX, US
Michael Glen GATES - Lakeway TX, US
William Duane SKEEN - Austin TX, US
Brendan JOYCE - Chicago IL, US

International Classification:

H04M 3/523

US Classification:

37926512

Abstract:

The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent The methods include receiving a customer communication, predicting a personality type of the customer associated with the customer communication, and providing a routing recommendation to route the customer to an agent based on the personality type prediction and historical customer data.