Patents Assigned to BalanceCXI, Inc.
  • System, method, and computer program product for contact center management
    Patent number: 11108909
    Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers.
    Type: Grant
    Filed: June 29, 2020
    Date of Patent: August 31, 2021
    Assignee: BalanceCXI, INC.
    Inventors: Daniel L. Pearce, Timothy N. Lavin
  • SYSTEM, METHOD, AND COMPUTER PROGRAM PRODUCT FOR CONTACT CENTER MANAGEMENT
    Publication number: 20200329142
    Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers.
    Type: Application
    Filed: June 29, 2020
    Publication date: October 15, 2020
    Applicant: BalanceCXI, Inc.
    Inventors: Daniel L. PEARCE, Timothy N. LAVIN
  • System, method, and computer program product for contact center management
    Patent number: 10701207
    Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.
    Type: Grant
    Filed: May 28, 2019
    Date of Patent: June 30, 2020
    Assignee: BALANCECXI, INC.
    Inventors: Daniel L. Pearce, Timothy N. Lavin
  • SYSTEM, METHOD, AND COMPUTER PROGRAM PRODUCT FOR CONTACT CENTER MANAGEMENT
    Publication number: 20190320067
    Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.
    Type: Application
    Filed: May 28, 2019
    Publication date: October 17, 2019
    Applicant: BalanceCXI, Inc.
    Inventors: Daniel L. PEARCE, Timothy N. LAVIN
  • System, method, and computer program product for contact center management
    Patent number: 9866690
    Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.
    Type: Grant
    Filed: September 16, 2014
    Date of Patent: January 9, 2018
    Assignee: BalanceCXI, Inc.
    Inventors: Daniel L. Pearce, Timothy Nelson Lavin