Patents by Inventor Jamie Horgan

Jamie Horgan 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).

  • Home agent access in call routing management based on caller language
    Patent number: 7920693
    Abstract: Call center management with at home agent access based on caller language is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which determines a language of the caller by detecting the language or language selection by keypad entry. The IVR system determines an available at home agent with the proper language skills and forwards the call to be processed by the at home agent. The at home agents can call the call center to set their status. Information associated with the call may be collected and used by associated system(s) such as quality control, status monitoring, financial processing, and the like.
    Type: Grant
    Filed: November 21, 2006
    Date of Patent: April 5, 2011
    Assignee: Teletech Holdings, Inc.
    Inventors: Bruce Sharpe, Thomas MacDonald, Jamie Horgan
  • Home Agent Access in Call Routing Management Based on Caller Language
    Publication number: 20070160188
    Abstract: Call center management with at home agent access based on caller language is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which determines a language of the caller by detecting the language or language selection by keypad entry. The IVR system determines an available at home agent with the proper language skills and forwards the call to be processed by the at home agent. The at home agents can call the call center to set their status. Information associated with the call may be collected and used by associated system(s) such as quality control, status monitoring, financial processing, and the like.
    Type: Application
    Filed: November 21, 2006
    Publication date: July 12, 2007
    Applicant: TeleTech Holdings, Inc.
    Inventors: Bruce Sharpe, Thomas MacDonald, Jamie Horgan