1
Wai Wu, Toby Heller, Steven M Hoffberg: Telephony control system with intelligent call routing. Milde & Hoffberg, April 4, 2006: US07023979 (428 worldwide citation)

A communications management system comprising an input for receiving a communications classification; a database of skill weights with respect to the communications classification; a database of agent skill scores; and a processor, for computing, with respect to the received communication classifica ...


2
Toby Heller, Steven M Hoffberg: Agent training sensitive call routing system. Milde & Hoffberg, September 19, 2006: US07110525 (152 worldwide citation)

A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, ...


3
Wai Wu, Toby Heller, Steven M Hoffberg: Method and system for matching entities in an auction. Hoffberg & Associates, March 9, 2010: US07676034 (122 worldwide citation)

A communications management system comprising an input for receiving a communications classification; a database of skill weights with respect to the communications classification; a database of agent skill scores; and a processor, for computing, with respect to the received communication classifica ...


4
Wai Wu, Toby Heller, Steven M Hoffberg: Telephony control system with intelligent call routing. Milde & Hoffberg, September 11, 2007: US07269253 (100 worldwide citation)

A communications system and method, wherein a plurality of communications are received, each having associated classification information, information representing characteristics of at least three potential targets are stored; and an optimum target for each communication based on the communication ...


5
Toby Heller, Steven M Hoffberg: Agent training sensitive call routing system. Steven M Hoffberg, Ostrolenk Faber, March 29, 2011: US07916858 (77 worldwide citation)

A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, ...


6
Wai Wu, Toby Heller, Steven M Hoffberg: Telephony control system with intelligent call routing. Milde & Hoffberg, May 13, 2008: US07372952 (38 worldwide citation)

A communications system and method, for analyzing at least two characteristics for each of at least a portion of a plurality of communications, selected from the group comprising artificial neural network parameters, stochastic parameters, cost parameters, and utility parameters, and determining in ...


7
Wai Wu, Toby Heller, Steven M Hoffberg: Telephony control system with intelligent call routing. Steven M Hoffberg, Ostrolenk Faber, February 22, 2011: US07894595 (17 worldwide citation)

A system and method for communicating in a communication network, comprising presenting a communication comprising data over a communications network to a router, said router being adapted to route the communication to one of a plurality of available network destinations; automatically executing a c ...


8
Wai Wu, Toby Heller, Steven M Hoffberg: Intelligent communication routing. Steven M Hoffberg, ostrolenk Faber, September 9, 2014: US08831205 (14 worldwide citation)

A system and method for communicating in a communication network, comprising presenting a communication comprising data over a communications network to a router, said router being adapted to route the communication to one of a plurality of available network destinations; automatically executing a c ...


9
Wai Wu, Toby Heller, Steven M Hoffberg: Telephony control system with intelligent call routing. Steven M Hoffberg, Ostrolenk Faber, November 8, 2011: US08054965 (13 worldwide citation)

A system and method for communicating in a communication network, comprising presenting a communication comprising data over a communications network to a router, said router being adapted to route the communication to one of a plurality of available network destinations; automatically executing a c ...


10
Toby Heller, Steven M Hoffberg: Agent training sensitive call routing system. Steven M Hoffberg, Ostrolenk Faber, November 12, 2013: US08582753 (11 worldwide citation)

A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, ...