Patents by Inventor Carl Raymond Kowalski

Carl Raymond Kowalski 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).

  • Digital multimedia contact center
    Patent number: 8745576
    Abstract: A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria chances. The routing criteria is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engine also executes workflows for agents to control the allocation of agents to contacts.
    Type: Grant
    Filed: August 7, 2007
    Date of Patent: June 3, 2014
    Assignee: Intervoice, Inc.
    Inventors: Justin Broughton, Kevin J. McPartlan, Elizabeth Rodgers, Robert S. Rodgers, Ivan Covdy, Roy Ho, Carl Raymond Kowalski, D. Thompson McCalmont, Art Stine
  • Digital multimedia contact center with tier escalation and deescalation in response to changed criteria
    Patent number: 7254641
    Abstract: A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. The routing criteria is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engine also executes workflows for agents to control the allocation of agents to contacts.
    Type: Grant
    Filed: January 30, 2001
    Date of Patent: August 7, 2007
    Assignee: Intervoice, Inc.
    Inventors: Justin Broughton, Kevin J. McPartlan, Elizabeth Rodgers, Robert S. Rodgers, Ivan Covdy, Roy Ho, Carl Raymond Kowalski, D. Thompson McCalmont, Art Stine
  • Digital multimedia contact center
    Publication number: 20030018702
    Abstract: A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. The routing criteria is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engine also executes workflows for agents to control the allocation of agents to contacts.
    Type: Application
    Filed: January 30, 2001
    Publication date: January 23, 2003
    Inventors: Justin Broughton, Kevin J. McPartlan, Elizabeth Rodgers, Robert S. Rodgers, Ivan Covdy, Roy Ho, Carl Raymond Kowalski, D. Thompson McCalmont, Art Stine