Patents by Inventor Denise Ann Mallory

Denise Ann Mallory 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).

  • System, method and computer readable medium for call center management
    Patent number: 10582047
    Abstract: A call center system is configured to record call data into call records. A transfer center within the call center transfers the call records to a database. A query engine, controlled from an interactive user interface, executes queries on the call data records in the database, allowing real-time analysis of the call data.
    Type: Grant
    Filed: March 26, 2019
    Date of Patent: March 3, 2020
    Assignee: West Corporation
    Inventors: Michael J. Moore, Anne Marie Giles, Denise Ann Mallory, Erika Nelson Kessenger, Bruce Pollock, Claire Denise Matt
  • System, method and computer readable medium for call center management
    Patent number: 10244108
    Abstract: A call center system is configured to record call data into call records. A transfer center within the call center transfers the call records to a database. A query engine, controlled from an interactive user interface, executes queries on the call data records in the database, allowing real-time analysis of the call data.
    Type: Grant
    Filed: April 18, 2017
    Date of Patent: March 26, 2019
    Assignee: West Corporation
    Inventors: Michael J. Moore, Anne Marie Giles, Denise Ann Mallory, Erika Nelson Kessenger, Bruce Pollock, Claire Denise Matt
  • System, method and computer readable medium for call center management
    Patent number: 9628618
    Abstract: A call center system is configured to record call data into call records. A transfer center within the call center transfers the call records to a database. A query engine, controlled from an interactive user interface, executes queries on the call data records in the database, allowing real-time analysis of the call data.
    Type: Grant
    Filed: March 28, 2008
    Date of Patent: April 18, 2017
    Assignee: WEST CORPORATION
    Inventors: Michael J. Moore, Anne Marie Giles, Denise Ann Mallory, Bruce Pollock, Erika Nelson Kessenger, Claire Denise Matt
  • Method and apparatus of analyzing customer call data to monitor customer call behavior
    Patent number: 9432510
    Abstract: A method and apparatus of processing a customer call is disclosed. The customer call may be initiated for an interactive voice response (IVR) type call system. One example method may include processing an interactive voice response (IVR) customer call. The method may include receiving customer call input to IVR call menu prompts, evaluating customer call interactions with the IVR call menu prompts, and calculating at least one usability score of the customer's interactions with the IVR call menu prompts. The method may also include displaying the results of the at least one usability scores on a user interface.
    Type: Grant
    Filed: October 20, 2015
    Date of Patent: August 30, 2016
    Assignee: West Corporation
    Inventors: Michael J. Moore, Erika Nelson Kessenger, Denise Ann Mallory, Paul W. Popp
  • Method and apparatus of analyzing customer call data to monitor customer call behavior
    Patent number: 9167092
    Abstract: A method and apparatus of processing a customer call is disclosed. The customer call may be initiated for an interactive voice response (IVR) type call system. One example method may include processing an interactive voice response (IVR) customer call. The method may include receiving customer call input to IVR call menu prompts, evaluating customer call interactions with the IVR call menu prompts, and calculating at least one usability score of the customer's interactions with the IVR call menu prompts. The method may also include displaying the results of the at least one usability scores on a user interface.
    Type: Grant
    Filed: March 2, 2015
    Date of Patent: October 20, 2015
    Assignee: West Corporation
    Inventors: Michael J. Moore, Erika Nelson Kessenger, Denise Ann Mallory, Paul W. Popp
  • Method and apparatus of analyzing customer call data to monitor customer call behavior
    Patent number: 8971499
    Abstract: A method and apparatus of processing a customer call is disclosed. The customer call may be initiated for an interactive voice response (IVR) type call system. One example method may include processing an interactive voice response (IVR) customer call. The method may include receiving customer call input to IVR call menu prompts, evaluating customer call interactions with the IVR call menu prompts, and calculating at least one usability score of the customer's interactions with the IVR call menu prompts. The method may also include displaying the results of the at least one usability scores on a user interface.
    Type: Grant
    Filed: January 6, 2011
    Date of Patent: March 3, 2015
    Assignee: West Corporation
    Inventors: Michael J. Moore, Erika Nelson Kessenger, Denise Ann Mallory, Paul W. Popp