Patents by Inventor Andrew J. Browne

Andrew J. Browne has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • TracM-task and resource automation for call center management
    Patent number: 7046789
    Abstract: A relationship call center management system and method is used in a call center by a call center manager or supervisor. The relationship management system and method permits call center resources to be grouped into relationship profiles. A relationship key field corresponding to the relationship profiles is then used to organize and display statistics within the call center. A strategy and action management system and method permits the user to build customized actions and to create strategy profiles including one or more user-defined goal thresholds and assigned actions to take place when the goal thresholds are met. A statistics display system presents the call center statistics in different user-defined views, for example, corresponding to one of the relationship profiles. The statistics display system also monitors the statistics and provides an indication to the user when the user-defined goal thresholds have not been met.
    Type: Grant
    Filed: November 1, 1999
    Date of Patent: May 16, 2006
    Assignee: Aspect Software, Incc
    Inventors: Clare M. Anderson, Andrew J. Browne, Thomas M. Chamberlain, Robert L. Cox, Jr., Michael P. Walsh