Patents by Inventor Victoria Hiering

Victoria Hiering 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).

  • Customer relationship management system with network contact center server configured to control automated web and voice dialogues
    Patent number: 8024401
    Abstract: A customer relationship management system is disclosed for matching a given work item with an agent. The system includes a database to hold customer information, agent information, and system information, and a network contact center server operative to receive the given work item from the customer and route it to the agent based at least in part on the information in the database. The network contact center server is configured to control the conduction of an automated web dialogue with the customer via a separate web server and is further configured to control the conduction of an automated voice dialogue with the customer via an interactive voice response system. The automated web dialogue and the automated voice dialogue are thereby both conductable under the control of the network contact center server.
    Type: Grant
    Filed: June 3, 2002
    Date of Patent: September 20, 2011
    Assignee: Alcatel Lucent
    Inventors: Vijay K. Gurbani, Suhasini Sabnis, Victoria Hiering, Luis Nieto, Aniruddha Gokhale, Richard B. Hull, Reinhard P. Klemm, Bharat Kumar, Gang Zhou