Patents by Inventor Stuart J. Spottiswoode
Stuart J. Spottiswoode 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: 10511716Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including determining a first caller grade for a first call, determining a first agent grade for a first agent, and matching the first caller and the first agent based on a comparison of the first caller grade with the first agent grade.Type: GrantFiled: November 16, 2018Date of Patent: December 17, 2019Assignee: Afiniti Europe Technologies LimitedInventors: Zia Chishti, Stuart J. Spottiswoode, Christopher W. Jones
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Publication number: 20190089835Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including determining a first caller grade for a first call, determining a first agent grade for a first agent, and matching the first caller and the first agent based on a comparison of the first caller grade with the first agent grade.Type: ApplicationFiled: November 16, 2018Publication date: March 21, 2019Inventors: Zia CHISHTI, Stuart J. SPOTTISWOODE, Christopher W. JONES
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Patent number: 10135987Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including determining a first caller grade for a first call, determining a first agent grade for a first agent, and matching the first caller and the first agent based on a comparison of the first caller grade with the first agent grade.Type: GrantFiled: January 29, 2016Date of Patent: November 20, 2018Assignee: Afiniti Europe Technologies LimitedInventors: Zia Chishti, Stuart J. Spottiswoode, Christopher W. Jones
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Patent number: 9712679Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.Type: GrantFiled: January 28, 2008Date of Patent: July 18, 2017Assignee: Afiniti International Holdings, Ltd.Inventors: Zia Chishti, Stuart J. Spottiswoode, Christopher W. Jones
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Patent number: 9680997Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including identifying a plurality of agents ordered for assignment to a contact queue, and assigning a first out-of-order agent from the plurality of agents to a first contact that arrives at the contact queue based on information about the first contact.Type: GrantFiled: May 6, 2015Date of Patent: June 13, 2017Assignee: Afiniti Europe Technologies LimitedInventors: Zia Chishti, Stuart J. Spottiswoode, Christopher W. Jones
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Patent number: 9654641Abstract: Techniques for pairing in a contact center are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center comprising: identifying, by at least one computer processor, a plurality of contacts ordered for assignment to a plurality of agents; identifying, by the at least one computer processor, information about a first agent of the plurality of agents that becomes available for assignment; selecting, by the at least one computer processor, a first out-of-order contact from the plurality of contacts to the first agent based on the information about the first agent; and connecting, by the at least one computer processor, the selected first out-of-order contact to the first agent, wherein the plurality of contacts comprises at least one virtual contact.Type: GrantFiled: December 2, 2015Date of Patent: May 16, 2017Assignee: Afiniti International Holdings, Ltd.Inventors: Zia Chishti, Stuart J. Spottiswoode, Christopher W. Jones
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Patent number: 9426296Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including identifying a plurality of contacts ordered for assignment to a plurality of agents, and assigning a first out-of-order contact from the plurality of contacts to a first agent of the plurality of agents who becomes available for assignment to any contact of the plurality of contacts based on information about the first agent.Type: GrantFiled: May 1, 2015Date of Patent: August 23, 2016Assignee: Afiniti International Holdings, Ltd.Inventors: Zia Chishti, Stuart J. Spottiswoode, Christopher W. Jones
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Patent number: 9413894Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including comparing a first measure of performance of a first method for pairing the contacts and the agents with a second measure of performance of a second method for pairing the contacts and the agents.Type: GrantFiled: May 1, 2015Date of Patent: August 9, 2016Assignee: Afiniti International Holdings, Ltd.Inventors: Zia Chishti, Stuart J. Spottiswoode, Christopher W. Jones
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Patent number: 9288326Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including determining a first caller grade for a first call, determining a first agent grade for a first agent, and matching the first caller and the first agent based on a comparison of the first caller grade with the first agent grade.Type: GrantFiled: May 1, 2015Date of Patent: March 15, 2016Assignee: SATMAP International Holdings LimitedInventors: Zia Chishti, Stuart J. Spottiswoode, Christopher W. Jones
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Patent number: 9288325Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including identifying a first contact available for assignment to a first agent, comparing information about the first contact with information about the first agent, and postponing assignment of the first contact and the first agent based on the comparing.Type: GrantFiled: May 1, 2015Date of Patent: March 15, 2016Assignee: SATMAP International Holdings LimitedInventors: Zia Chishti, Stuart J. Spottiswoode, Christopher W. Jones
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Publication number: 20150237209Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including comparing a first measure of performance of a first method for pairing the contacts and the agents with a second measure of performance of a second method for pairing the contacts and the agents.Type: ApplicationFiled: May 1, 2015Publication date: August 20, 2015Applicant: SATMAP INTERNATIONAL HOLDINGS LTD.Inventors: Zia CHISHTI, Stuart J. SPOTTISWOODE, Christopher W. JONES
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Publication number: 20150237212Abstract: Techniques for handling contacts and agents in a contact center system are disclosed.Type: ApplicationFiled: May 1, 2015Publication date: August 20, 2015Applicant: SATMAP INTERNATIONAL HOLDINGS LTD.Inventors: Zia CHISHTI, Stuart J. SPOTTISWOODE, Christopher W. JONES
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Publication number: 20150237213Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including identifying a plurality of contacts ordered for assignment to a plurality of agents, and assigning a first out-of-order contact from the plurality of contacts to a first agent of the plurality of agents who becomes available for assignment to any contact of the plurality of contacts based on information about the first agent.Type: ApplicationFiled: May 1, 2015Publication date: August 20, 2015Applicant: SATMAP International Holdings Ltd.Inventors: Zia CHISHTI, Stuart J. SPOTTISWOODE, Christopher W. JONES
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Publication number: 20150237211Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including identifying a plurality of agents ordered for assignment to a contact queue, and assigning a first out-of-order agent from the plurality of agents to a first contact that arrives at the contact queue based on information about the first contact.Type: ApplicationFiled: May 6, 2015Publication date: August 20, 2015Inventors: Zia CHISHTI, Stuart J. SPOTTISWOODE, Christopher W. JONES
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Publication number: 20150237208Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including identifying a first contact available for assignment to a first agent, comparing information about the first contact with information about the first agent, and postponing assignment of the first contact and the first agent based on the comparing.Type: ApplicationFiled: May 1, 2015Publication date: August 20, 2015Applicant: SATMAP INTERNATIONAL HOLDINGS LTD.Inventors: Zia CHISHTI, Stuart J. SPOTTISWOODE, Christopher W. JONES
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Patent number: 8359219Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.Type: GrantFiled: July 25, 2008Date of Patent: January 22, 2013Assignee: The Resource Group International LtdInventors: Zia Chishti, Stuart J. Spottiswoode, Chris W. Jones
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Patent number: 8108001Abstract: Systems and methods for communicating through a mobile phone are disclosed with a buttonless mobile phone including a power supply with means for capable of enabling or disabling the a power supply; and memory to store a phone number directed to a remote station; a remote station to receive a call from a user causing the mobile phone to call the remote station, the remote station comprising allowing a human operator and access to a database describing at least one contact unique to the user; and wherein the human operator uses the database of contact information to facilitate a communication from the user to the contact in the database.Type: GrantFiled: December 3, 2007Date of Patent: January 31, 2012Assignee: TRGInventors: Zia Chishti, Stuart J. Spottiswoode
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Publication number: 20090190746Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.Type: ApplicationFiled: July 25, 2008Publication date: July 30, 2009Inventors: Zia Chishti, Stuart J. Spottiswoode, Christopher W. Jones
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Publication number: 20090190740Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.Type: ApplicationFiled: January 28, 2008Publication date: July 30, 2009Inventors: Zia Chishti, Stuart J. Spottiswoode, Christopher W. Jones