Roger Sumner
26Patents
11h-index
32Co-inventors
71Inventor score
Filing activity: Sep 25, 1990 → Jul 11, 2006
Most-cited inventions
| Patent | Title | Area | Cited by | Status |
|---|---|---|---|---|
| US7184540B2 | Personality based matching of callers to agents in a communication system | Electricity | 285 | Expired |
| US5181236A | Automatic call returning method for call distributor with message record capability | Electricity | 129 | Expired |
| US5857018A | Automatic call distributor with prioritization | Electricity | 49 | Expired |
| US5652791A | System and method for simulating operation of an automatic call distributor | Electricity | 32 | Expired |
| US5910983A | Apparatus and method for identifying records of overflowed ACD calls | Electricity | 25 | Expired |
| US7197132B2 | Adaptive transaction guidance | Electricity | 23 | Expired |
| US7058578B2 | Media translator for transaction processing system | Physics | 17 | Expired |
| US7151826B2 | Third party coaching for agents in a communication system | Electricity | 16 | Expired |
| US7492888B2 | Method and apparatus for assigning priorities by applying dynamically-changeable business rules | Electricity | 14 | Expired |
| US7460659B2 | Best practices learning for agents in a communication system | Electricity | 13 | Expired |
| US6931119B2 | Apparatus and method for providing caller-specific data to agent station and for automatically launching corresponding application | Electricity | 13 | Expired |
| US5857014A | System and method for establishing communications between a remote computer and a computer service provider using a telephonic switch | Electricity | 10 | Expired |
| US8180043B2 | Method and apparatus for customer key routing | Electricity | 9 | Active |
| US5907611A | Apparatus and method for identifying records of overflowed ACD calls | Electricity | 9 | Expired |
| US7564846B2 | Method of collecting communication system information | Electricity | 8 | Active |
| US5970135A | Automatic call distributor with agent controlled call connection | Electricity | 7 | Expired |
| US7058169B2 | Skill based chat function in a communication system | Electricity | 5 | Expired |
| US7349529B2 | Contact center conferencing of e-mail message | Electricity | 4 | Expired |
| US7912205B2 | Contact center business modeler | Electricity | 2 | Active |
| US7373387B2 | Session to track actual e-mail handling time | Physics | 2 | Active |
| US8184547B2 | Discrete choice method of reporting and predicting multiple transaction types | Electricity | 2 | Active |
| US7324640B2 | Transaction outcome state mapping | Electricity | 0 | Expired |
| US6868153B2 | Customer touch-point scoring system | Electricity | 0 | Expired |
| US8358774B2 | Enterprise-wide occupancy based routing | Electricity | 0 | Active |
| USRE43205E1 | Skill based chat function in a communication system | General | 0 | Active |
Source: USPTO / EPO open patent data. Inventor disambiguation is heuristic; counts are objective bibliographic measures.