Patents by Inventor Chris W. Jones

Chris W. Jones 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).

  • Patent number: 8737595
    Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.
    Type: Grant
    Filed: April 1, 2013
    Date of Patent: May 27, 2014
    Assignee: Satmap International Holdings Limited
    Inventors: Zia Chishti, S. James P. Spottiswoode, Chris W. Jones
  • Patent number: 8731178
    Abstract: A methods for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.
    Type: Grant
    Filed: December 14, 2012
    Date of Patent: May 20, 2014
    Assignee: Satmap International Holdings Limited
    Inventors: Zia Chishti, S. James P. Spottiswoode, Chris W. Jones
  • Patent number: 8433597
    Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.
    Type: Grant
    Filed: December 9, 2008
    Date of Patent: April 30, 2013
    Assignee: The Resource Group International Ltd.
    Inventors: Zia Chishti, S. James P. Spottiswoode, Chris W. Jones
  • Patent number: 8359219
    Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.
    Type: Grant
    Filed: July 25, 2008
    Date of Patent: January 22, 2013
    Assignee: The Resource Group International Ltd
    Inventors: Zia Chishti, Stuart J. Spottiswoode, Chris W. Jones
  • Publication number: 20090190748
    Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.
    Type: Application
    Filed: December 9, 2008
    Publication date: July 30, 2009
    Inventors: Zia Chishti, S. James P. Spottiswoode, Chris W. Jones