Patents by Inventor Sandy Biggam
Sandy Biggam 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).
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Patent number: 8667052Abstract: A method and apparatus for providing transaction services to one of a plurality of organizations where such transaction services are provided for servicing contacts with clients of the organization through an independently operated contact processing system having a communication connection with the organization through the Internet. The method includes the steps of a contact controller of the organization providing contact control instructions for servicing the contacts to a control interface of the contact processing system and a web services publisher exchanging control information between the organization and contact controller through the Internet for the servicing the contacts with the clients of the organization.Type: GrantFiled: December 20, 2004Date of Patent: March 4, 2014Assignee: Aspect Software, Inc.Inventors: Anthony J. Dezonno, Sandy Biggam
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Patent number: 8180043Abstract: In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initiates the collection of information to enable the evaluators to assign a value to those attributed for which information exists. A comparison is then performed of the values assigned to the attributes in each evaluator. The call is then routed to the agent selected by the comparison.Type: GrantFiled: December 7, 2004Date of Patent: May 15, 2012Assignee: Aspect Software, Inc.Inventors: Anthony J. Dezonno, Roger A. Sumner, Sandy Biggam, Jeffrey D. Hodson, Mary Ellen Moser, Mike Hollatz, Dave Wesen, Michael Sheridan
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Patent number: 7961867Abstract: A method and apparatus are provided for processing information within a computing system. The method includes the steps of detecting a contact with a client of an organization that operates and uses the computing system for its own internal business purposes, providing a processing application within the computing system for distributing the detected contact to one of a plurality of human agents of the organization based upon a context of the contact, where said provided processing application has been previously divided into a sequence of separated software modules based upon a predetermined criteria, locating each software module of the sequence of software modules within a set of computers of the computer system where the set of computers are interconnected via a network and sequentially activating the sequence of software modules of the processing application by performing a search over the network to locate and activate each software module to process and distribute the contact to the human agent.Type: GrantFiled: July 29, 2004Date of Patent: June 14, 2011Assignee: Aspect Software, Inc.Inventors: Anthony J. Dezonno, Roger A. Sumner, Sandy Biggam
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Patent number: 7912205Abstract: A method and apparatus are provided for automatic call distributors that route calls based in part on timely business information. The method includes providing a simulation model for calculating information and using this information from the model together with key process indicators information to generate decisions for routing calls.Type: GrantFiled: December 17, 2004Date of Patent: March 22, 2011Assignee: Aspect Software, Inc.Inventors: Tony Dezonno, Roger Sumner, Sandy Biggam, Mike Hollatz, Dave Wesen
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Publication number: 20080008309Abstract: In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initiates the collection of information to enable the evaluators to assign a value to those attributed for which information exists. A comparison is then performed of the values assigned to the attributes in each evaluator. The call is then routed to the agent selected by the comparison.Type: ApplicationFiled: December 7, 2004Publication date: January 10, 2008Inventors: Anthony Dezonno, Roger Sumner, Sandy Biggam, Jeffrey Hodson, Mary Moser, Mike Hollatz, Dave Wesen, Michael Sheridan
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Publication number: 20060248002Abstract: An improved system and method for routing transactions based on business strategy and the ability to identify how the router selection outcomes meet the objectives of a business strategy. First, identifying business strategies along with key performance indicators (KPI) values. Then associating one or more objectives with one or more strategies on key performance indicators. The next step converts the objectives into routing rules which are sent to a routing engine and the transaction is routed.Type: ApplicationFiled: April 28, 2005Publication date: November 2, 2006Applicant: Rockwell Electronic Commerce Technologies LLCInventors: Roger Summer, Anthony Dezonno, Jeff Hodson, Sandy Biggam, Michael Sheridan, Mike Hollatz, Dave Wesen
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Publication number: 20060147024Abstract: A method and apparatus for providing transaction services to one of a plurality of organizations where such transaction services are provided for servicing contacts with clients of the organization through an independently operated contact processing system having a communication connection with the organization through the Internet. The method includes the steps of a contact controller of the organization providing contact control instructions for servicing the contacts to a control interface of the contact processing system and a web services publisher exchanging control information between the organization and contact controller through the Internet for the servicing the contacts with the clients of the organization.Type: ApplicationFiled: December 20, 2004Publication date: July 6, 2006Inventors: Anthony Dezonno, Sandy Biggam
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Publication number: 20060147025Abstract: A method and apparatus are provided for automatic call distributors that route calls based in part on timely business information. The method includes providing a simulation model for calculating information and using this information from the model together with key process indicators information to generate decisions for routing calls.Type: ApplicationFiled: December 17, 2004Publication date: July 6, 2006Applicant: Rockwell Electronic Commerce Technologies LLCInventors: Anthony Dezonno, Roger Sumner, Sandy Biggam, Mike Hollatz, Dave Wesen
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Publication number: 20060023868Abstract: A method and apparatus are provided for processing information within a computing system. The method includes the steps of detecting a contact with a client of an organization that operates and uses the computing system for its own internal business purposes, providing a processing application within the computing system for distributing the detected contact to one of a plurality of human agents of the organization based upon a context of the contact, where said provided processing application has been previously divided into a sequence of separated software modules based upon a predetermined criteria, locating each software module of the sequence of software modules within a set of computers of the computer system where the set of computers are interconnected via a network and sequentially activating the sequence of software modules of the processing application by performing a search over the network to locate and activate each software module to process and distribute the contact to the human agent.Type: ApplicationFiled: July 29, 2004Publication date: February 2, 2006Inventors: Anthony Dezonno, Roger Sumner, Sandy Biggam