Patents by Inventor Eric TOWELL

Eric TOWELL 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).

  • Enhanced contact center architecture to support agent resource optimization
    Patent number: 8842820
    Abstract: Routing communications at a communications center includes servicing a first communication concurrently with receiving a second communication, at the communications center. It is determined, using a tangible first processor, whether a sender of the first communication and a sender of the second communication are associated with a common account. The second communication is routed to an agent based on the determining.
    Type: Grant
    Filed: November 16, 2009
    Date of Patent: September 23, 2014
    Assignee: AT&T Intellectual Property I, L.P.
    Inventors: James Fan, Jennifer K. Lam, Deva-Datta Sharma, Eric Towell
  • Collaborative self-service contact architecture with automatic blog content mapping capability
    Patent number: 8838532
    Abstract: Resolving an issue raised by at least one user includes establishing a contact session over a communication channel for servicing the issue. The Internet is searched for content related to providing a resolution for the issue using a customized query, when a search of a database does not return results. Content obtained from at least one Internet source as a result of searching the Internet using the customized query is restructured to prepare the resolution for the issue. The at least one Internet source from which the content was obtained is updated with the resolution.
    Type: Grant
    Filed: December 24, 2008
    Date of Patent: September 16, 2014
    Assignee: AT&T Intellectual Property I, L.P.
    Inventors: James Fan, Deva-Datta Sharma, Jennifer K. Lam, Eric Towell
  • Systems and methods to redirect incoming contacts
    Patent number: 8831184
    Abstract: Systems and methods are provided for contact channel redirection to improve agent routing/assignment efficiency and customer experience. For example, the system may redirect a customer, waiting in a queue for an agent for telephonic communications, to a chat agent for online chat.
    Type: Grant
    Filed: April 15, 2013
    Date of Patent: September 9, 2014
    Assignee: AT&T Intellectual Property I, L.P.
    Inventors: James Fan, Jennifer K. Lam, Deva-Datta Sharma, Eric Towell
  • Systems and Methods to Redirect Incoming Contacts
    Publication number: 20130230155
    Abstract: Systems and methods are provided for contact channel redirection to improve agent routing/assignment efficiency and customer experience. For example, the system may redirect a customer, waiting in a queue for an agent for telephonic communications, to a chat agent for online chat.
    Type: Application
    Filed: April 15, 2013
    Publication date: September 5, 2013
    Applicant: AT&T Intellectual Property I, L.P.
    Inventors: James Fan, Jennifer K. Lam, Deva-Datta Sharma, Eric Towell
  • Systems and methods to redirect incoming contacts
    Patent number: 8422644
    Abstract: Systems and methods are provided for contact channel redirection to improve agent routing/assignment efficiency and customer experience. For example, the system may redirect a customer, waiting in a queue for an agent for telephonic communications, to a chat agent for online chat.
    Type: Grant
    Filed: August 31, 2009
    Date of Patent: April 16, 2013
    Assignee: AT&T Intellectual Property I, L.P.
    Inventors: James Fan, Jennifer K. Lam, Deva-Datta Sharma, Eric Towell
  • ENHANCED CONTACT CENTER ARCHITECTURE TO SUPPORT AGENT RESOURCE OPTIMIZATION
    Publication number: 20110116617
    Abstract: Routing communications at a communications center includes servicing a first communication concurrently with receiving a second communication, at the communications center. It is determined, using a tangible first processor, whether a sender of the first communication and a sender of the second communication are associated with a common account. The second communication is routed to an agent based on the determining.
    Type: Application
    Filed: November 16, 2009
    Publication date: May 19, 2011
    Applicant: AT&T INTELLECTUAL PROPERTY I, L.P.
    Inventors: James FAN, Jennifer K. LAM, Deva-Datta SHARMA, Eric TOWELL
  • Systems and Methods to Redirect Incoming Contacts
    Publication number: 20110051918
    Abstract: Systems and methods are provided for contact channel redirection to improve agent routing/assignment efficiency and customer experience. For example, the system may redirect a customer, waiting in a queue for an agent for telephonic communications, to a chat agent for online chat.
    Type: Application
    Filed: August 31, 2009
    Publication date: March 3, 2011
    Applicant: AT&T INTELLECTUAL PROPERTY I, L.P.
    Inventors: James FAN, Jennifer K. LAM, Deva-Datta SHARMA, Eric TOWELL
  • COLLABORATIVE SELF-SERVICE CONTACT ARCHITECTURE WITH AUTOMATIC BLOG CONTENT MAPPING CAPABILITY
    Publication number: 20100161579
    Abstract: Resolving an issue raised by at least one user includes establishing a contact session over a communication channel for servicing the issue. The Internet is searched for content related to providing a resolution for the issue using a customized query, when a search of a database does not return results. Content obtained from at least one Internet source as a result of searching the Internet using the customized query is restructured to prepare the resolution for the issue. The at least one Internet source from which the content was obtained is updated with the resolution.
    Type: Application
    Filed: December 24, 2008
    Publication date: June 24, 2010
    Applicant: AT&T INTELLECTUAL PROPERTY I, L.P.
    Inventors: James FAN, Deva-Datta SHARMA, Jennifer K. LAM, Eric TOWELL