Patents by Inventor Geoffrey J. Giordano

Geoffrey J. Giordano 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 for and method of automated quality monitoring
    Patent number: 8050921
    Abstract: A system and method according to the present invention automates call monitoring activities to evaluate and directly improve agent-customer interactions. Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, the system performs highly accurate, automated evaluations of all customer interactions. By automating the time-consuming aspect of monitoring calls, the system empowers contact center operators to address quality issues, more accurately measure, coach and reward agents, and identify business-critical trends.
    Type: Grant
    Filed: July 2, 2009
    Date of Patent: November 1, 2011
    Assignee: Siemens Enterprise Communications, Inc.
    Inventors: Lawrence Mark, Geoffrey J. Giordano, Robert Scarano, Kori Lambert
  • SYSTEM FOR AND METHOD OF AUTOMATED QUALITY MONITORING
    Publication number: 20090306984
    Abstract: A system and method according to the present invention automates call monitoring activities to evaluate and directly improve agent-customer interactions. Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, the system performs highly accurate, automated evaluations of all customer interactions. By automating the time-consuming aspect of monitoring calls, the system empowers contact center operators to address quality issues, more accurately measure, coach and reward agents, and identify business-critical trends.
    Type: Application
    Filed: July 2, 2009
    Publication date: December 10, 2009
    Applicant: SER SOLUTIONS, INC.
    Inventors: Lawrence MARK, Geoffrey J. Giordano, Robert Scarano, Kori Lambert
  • System for and method of automated quality monitoring
    Patent number: 7584101
    Abstract: A system and method according to the present invention automates call monitoring activities to evaluate and directly improve agent-customer interactions. Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, the system performs highly accurate, automated evaluations of all customer interactions. By automating the time-consuming aspect of monitoring calls, the system empowers contact center operators to address quality issues, more accurately measure, coach and reward agents, and identify business-critical trends.
    Type: Grant
    Filed: August 23, 2004
    Date of Patent: September 1, 2009
    Assignee: SER Solutions, Inc.
    Inventors: Lawrence Mark, Geoffrey J. Giordano, Robert Scarano, Kori Lambert