Patents by Inventor JUSTIN HAMSON

JUSTIN HAMSON 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).

  • Contact center skills modeling using customer relationship management (CRM) incident categorization structure
    Patent number: 9225834
    Abstract: Embodiments of the invention provide systems and methods for modeling of agent skills based on or more closely matching categorization structures of the CRM system. According to one embodiment, defining skills of each of a plurality of customer service agents in a Customer Relationship Management (CRM) system can comprise defining a set of product information representing products or services for which support is available through the CRM system. A set of incident information representing incidents handled by the CRM for one or more of the products or services can also be defined and a structure of the incident information can be based on a structure of the product information. A set of skills information for each of the plurality of customer service agents can also be defined. A structure of the skills information can be based on the structure of the product information and the structure of the incident information.
    Type: Grant
    Filed: May 28, 2013
    Date of Patent: December 29, 2015
    Assignee: ORACLE INTERNATIONAL CORPORATION
    Inventors: Victor Chung-Wai Chan, Peter S. Tung, Justin Hamson, Devin Herron, Alice Wack, W. Scott Seebauer
  • CONTACT CENTER SKILLS MODELING USING CUSTOMER RELATIONSHIP MANAGEMENT (CRM) INCIDENT CATEGORIZATION STRUCTURE
    Publication number: 20140355750
    Abstract: Embodiments of the invention provide systems and methods for modeling of agent skills based on or more closely matching categorization structures of the CRM system. According to one embodiment, defining skills of each of a plurality of customer service agents in a Customer Relationship Management (CRM) system can comprise defining a set of product information representing products or services for which support is available through the CRM system. A set of incident information representing incidents handled by the CRM for one or more of the products or services can also be defined and a structure of the incident information can be based on a structure of the product information. A set of skills information for each of the plurality of customer service agents can also be defined. A structure of the skills information can be based on the structure of the product information and the structure of the incident information.
    Type: Application
    Filed: May 28, 2013
    Publication date: December 4, 2014
    Applicant: ORACLE INTERNATIONAL CORPORATION
    Inventors: VICTOR CHUNG-WAI CHAN, PETER S. TUNG, JUSTIN HAMSON, DEVIN HERRON, ALICE WACK, W. SCOTT SEEBAUER