Patents by Inventor James Elwood Milro

James Elwood Milro 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).

  • Real-time monitoring of caller experience for a group of steps in a call flow
    Patent number: 9635154
    Abstract: A method, a system, and computer readable medium comprising instructions for monitoring caller experience are provided. The method comprises obtaining caller experience of at least one step in a call flow, selecting a plurality of steps from the at least one step to form a group, presenting caller experience of the plurality of steps in first level of the call flow, and presenting the group as a step in a second level of the call flow.
    Type: Grant
    Filed: February 8, 2008
    Date of Patent: April 25, 2017
    Assignee: WEST CORPORATION
    Inventors: James Elwood Milro, Bruce Pollock
  • Real-time adjustment for better caller experience
    Patent number: 9094485
    Abstract: A method, a system, and computer readable medium comprising instructions for real time adjustment for better caller experience are provided. The method comprises obtaining caller experience of a call flow, notifying a service provider of the caller experience, receiving at least one corrective action from the service provider, and implementing the at least one corrective action for better caller experience.
    Type: Grant
    Filed: February 8, 2008
    Date of Patent: July 28, 2015
    Assignee: West Corporation
    Inventors: James Elwood Milro, Bruce Pollock
  • Real-time monitoring of caller experience in a call flow
    Patent number: 8401156
    Abstract: A method, a system, and computer readable medium comprising instructions for monitoring caller experience in a call flow are provided. The method comprises collecting at least one selection by at least one caller in a call flow, generating performance analysis of a voice response system, combining the at least one selection and the performance analysis into a set of data, applying a monitoring formula to the set of data to form a result representing caller experience; and presenting the result to at least one service provider.
    Type: Grant
    Filed: February 8, 2008
    Date of Patent: March 19, 2013
    Assignee: West Corporation
    Inventors: James Elwood Milro, Bruce Pollock