Patents by Inventor Timothy N. Lavin

Timothy N. Lavin 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, method, and computer program product for contact center management
    Patent number: 11108909
    Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers.
    Type: Grant
    Filed: June 29, 2020
    Date of Patent: August 31, 2021
    Assignee: BalanceCXI, INC.
    Inventors: Daniel L. Pearce, Timothy N. Lavin
  • SYSTEM, METHOD, AND COMPUTER PROGRAM PRODUCT FOR CONTACT CENTER MANAGEMENT
    Publication number: 20200329142
    Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers.
    Type: Application
    Filed: June 29, 2020
    Publication date: October 15, 2020
    Applicant: BalanceCXI, Inc.
    Inventors: Daniel L. PEARCE, Timothy N. LAVIN
  • System, method, and computer program product for contact center management
    Patent number: 10701207
    Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.
    Type: Grant
    Filed: May 28, 2019
    Date of Patent: June 30, 2020
    Assignee: BALANCECXI, INC.
    Inventors: Daniel L. Pearce, Timothy N. Lavin
  • SYSTEM, METHOD, AND COMPUTER PROGRAM PRODUCT FOR CONTACT CENTER MANAGEMENT
    Publication number: 20190320067
    Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.
    Type: Application
    Filed: May 28, 2019
    Publication date: October 17, 2019
    Applicant: BalanceCXI, Inc.
    Inventors: Daniel L. PEARCE, Timothy N. LAVIN
  • System, method, and computer program product for contact center management
    Patent number: 10306064
    Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.
    Type: Grant
    Filed: January 8, 2018
    Date of Patent: May 28, 2019
    Assignee: BALANCECXI
    Inventors: Daniel L. Pearce, Timothy N. Lavin
  • SYSTEM, METHOD, AND COMPUTER PROGRAM PRODUCT FOR CONTACT CENTER MANAGEMENT
    Publication number: 20180139324
    Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.
    Type: Application
    Filed: January 8, 2018
    Publication date: May 17, 2018
    Applicant: Balance CXI Inc.
    Inventors: Daniel L. Pearce, Timothy N. Lavin
  • System, method, and computer program product for contact center management
    Patent number: 8838788
    Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.
    Type: Grant
    Filed: March 1, 2012
    Date of Patent: September 16, 2014
    Assignee: BalanceBPO Inc.
    Inventors: Daniel L. Pearce, Timothy N. Lavin
  • SYSTEM, METHOD, AND COMPUTER PROGRAM PRODUCT FOR CONTACT CENTER MANAGEMENT
    Publication number: 20130077768
    Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.
    Type: Application
    Filed: March 1, 2012
    Publication date: March 28, 2013
    Applicant: BALANCEBPO INC.
    Inventors: Daniel L. Pearce, Timothy N. Lavin