Patents by Inventor William J. Centrello

William J. Centrello 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).

  • Loyalty structured call routing system
    Patent number: 9344566
    Abstract: A context-based call routing architecture includes an interactive voice recognition device configured to processes incoming voice telephone calls through automatic voice recognition. A customer search Web service in communication with the interactive voice recognition device is configured to automatically access customer data and a priority variable stored in a relational database. An intelligent contact management system is configured to route and assign incoming voice telephone calls to a priority queue accessible to a Private Branch Exchange system. The priority variable may be based on loyalty metrics.
    Type: Grant
    Filed: May 1, 2015
    Date of Patent: May 17, 2016
    Assignee: Progressive Casualty Insurance Company
    Inventors: Melissa S. Graham, Bart Blackburn, William J. Centrello, Geoffrey Willingham, Chris A. Coutts, Shawn L. Kocher
  • Loyalty structured call routing system
    Patent number: 9025756
    Abstract: A context-based call routing architecture includes an interactive voice recognition device configured to processes incoming voice telephone calls through automatic voice recognition. A customer search Web service in communication with the interactive voice recognition device is configured to automatically access customer data and a priority variable stored in a relational database. An intelligent contact management system is configured to route and assign incoming voice telephone calls to a priority queue accessible to a Private Branch Exchange system. The priority variable may be based on loyalty metrics.
    Type: Grant
    Filed: March 14, 2013
    Date of Patent: May 5, 2015
    Assignee: Progressive Casualty Insurance Company
    Inventors: Melissa S. Graham, Bart Blackburn, William J. Centrello, Geoffrey Willingham, Chris A. Coutts, Shawn L. Kocher