Call center services system and method

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 9225835
SERIAL NO

14257418

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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A method and system for providing automated call center services, operating by identifying a caller, accessing the caller's account information, determining the likely reason for the call, identifying an agent skill group based on the likely reason for the call, and providing an available agent with access to the caller's account information, together with a script based on the likely reason for the call. Data and voice access to agents is combined with specialized methods and systems for determining agent optimization capabilities, thereby allowing multiple call centers located in geographically different areas to operate as a seamless virtual call center, having the capability to dynamically reorganize the structure of available agents, regardless of where located. Real time statistics allow determination of how many agents should be available and what skill set those agents should have, thereby facilitating management decisions.

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Patent Owner(s)

Patent OwnerAddress
STEVEN MNUCHIN UNITED STATES SECRETARY OF THE TREASURY AND SUCCESSORS THERETO1500 PENNSYLVANIA AVENUE NW WASHINGTON DC 20220
ANDREI IANCU UNDER SECRETARY OF COMMERCE FOR INTELLECTUAL PROPERTY AND DIRECTOR OF THE UNITED STATES PATENT AND TRADEMARK OFFICE AND SUCCESSORS THERETO1401 CONSTITUTION AVENUE NW WASHINGTON DC 20230
ASHLEY MOODY FLORIDA OFFICE OF THE ATTORNEY GENERAL AND SUCCESSORS THERETOSTATE OF FLORIDA PL-01 THE CAPITOL PL-01 THE CAPITOL TALLAHASSEE FL 32399-1050
LAUREL M LEE FLORIDA SECRETARY OF STATE AND SUCCESSORS THERETOR A GRAY BUILDING 500 SOUTH BRONOUGH STREET 500 SOUTH BRONOUGH STREET TALLAHASSEE FL 32399-0250
TIMOTHY E GRIBBEN COMMISSIONER FOR BUREAU OF THE FISCAL SERVICE AGENCY OF THE UNITED STATES DEPARTMENT OF THE TREASURY AND SUCCESSORS AND ASSIGNS THERETO3201 PENNSY DRIVE BUILDING E LANDOVER MD 20785
JEANETTE NÚÑEZ LIEUTENANT GOVERNOR OF FLORIDA AND SUCCESSORS THERETO400 S MONROE ST TALLAHASSEE FL 32399
HEUER JOAN D800 NORTH MAIN STREET UNIT 682 BUSHNELL FL 33513

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Pickford, Dale Wellington, US 4 169

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Maintenance Fees

Fee Large entity fee small entity fee micro entity fee due date
11.5 Year Payment $7400.00 $3700.00 $1850.00 Jun 29, 2027
Fee Large entity fee small entity fee micro entity fee
Surcharge - 11.5 year - Late payment within 6 months $160.00 $80.00 $40.00
Surcharge after expiration - Late payment is unavoidable $700.00 $350.00 $175.00
Surcharge after expiration - Late payment is unintentional $1,640.00 $820.00 $410.00