Adam Samuel Waalkes

US Patent:

8306211, Nov 6, 2012

Filed:

Sep 20, 2007

Appl. No.:

11/903240

Inventors:

Adam Waalkes - Sammamish WA, US
Gilad Odinak - Bellevue WA, US
Haodong (Howard) Jiang - Issaquah WA, US
Matthew Thorn - Seattle WA, US
Tom McCann - North Bend WA, US

Assignee:

Intellisist, Inc. - Bellevue WA

International Classification:

H04M 3/00

US Classification:

37926502, 37926501

Abstract:

A system and method for retaining calls info a call center is provided. A multiplicity of calls is received into a call center. The nature of each call is determined and the calls are temporarily saved. One or more of the saved calls is retained by performing a plurality of evaluations against criteria. The saved calls that are not retained are discarded. Each of the saved calls retained are stored as a recording identified by the nature of each call.

US Patent:

8442209, May 14, 2013

Filed:

Aug 15, 2007

Appl. No.:

11/893442

Inventors:

Adam Waalkes - Sammamish WA, US
Alastair Sutherland - Seattle WA, US
Gilad Odinak - Bellevue WA, US
Haodong (Howard) Jiang - Issaquah WA, US

Assignee:

Intellisist, Inc. - Bellevue WA

International Classification:

H04M 3/00

US Classification:

37926502, 37926501

Abstract:

A system and method for processing out-of-order caller responses during automated call processing is provided. A call session of a caller into a call center is monitored. The call session includes a non-sequential dialogue between the caller and the call center. An interaction with the caller is based on a script. Ordered information-gathering queries, including automated voice prompts are sent to the caller by executing the script. Responses from the caller are evaluated against a topic of conversation addressed in the script through call disposition criteria. A determination is made as to whether an affect on the ordering by the call disposition criteria is met through the responses. The ordering of the information-gathering queries is dynamically modified prior to selecting a next of the information-gathering queries to send.

US Patent:

8494151, Jul 23, 2013

Filed:

Sep 19, 2011

Appl. No.:

13/236508

Inventors:

Adam Waalkes - Sammamish WA, US
Gilad Odinak - Bellevue WA, US
Haodong (Howard) Jiang - Issaquah WA, US
Matthew Thorn - Seattle WA, US
Tom McCann - North Bend WA, US

Assignee:

Intellisist, Inc. - Bellevue WA

International Classification:

H04M 3/523

US Classification:

37926511, 37926506, 37926507, 37926508, 37926514, 37926603, 37926607

Abstract:

A system and method for balancing call session assignments on an agent console is provided. Incoming call sessions and one or more agent consoles, each managed by an agent, are monitored. An absolute upper limit on a number of the call sessions allowed at each agent console at any given time is assigned. A load of call session assignments is balanced on each agent console. Objective conditions regarding call sessions already assigned to each agent are collected. Subjective conditions regarding the agent's opinion of a current call session are also collected. The objective and subjective conditions are evaluated against the absolute upper limit to determine a load factor. Each incoming call session is assigned to one such agent console based on the load factor.

US Patent:

20080043983, Feb 21, 2008

Filed:

Aug 15, 2007

Appl. No.:

11/893552

Inventors:

Adam Waalkes - Sammamish WA, US
Alastair Sutherland - Seattle WA, US
Gilad Odinak - Bellevue WA, US
Haodong (Howard) Jiang - Issaquah WA, US
Llance Kezner - Bellevue WA, US

International Classification:

H04M 3/00

US Classification:

37926502

Abstract:

A system and method for managing a dynamic call flow during automated call processing is provided. Calls from a plurality of callers into a call center are accommodated through monitored call sessions. A call flow for each call session is managed. Caller characteristics of the caller and physical conditions in relation to the call are evaluated. Those caller characteristics and physical conditions, which are respectively unique among the callers and the calls, are identified. The call flow of each call session is dynamically adjusted by modifying parameters for one or more of the caller characteristics and physical conditions. The caller characteristics, physical conditions, and parameters are stored in a database.

US Patent:

20080043987, Feb 21, 2008

Filed:

Aug 15, 2007

Appl. No.:

11/893542

Inventors:

Adam Waalkes - Sammamish WA, US
Gilad Odinak - Bellevue WA, US
Haodong (Howard) Jiang - Issaquah WA, US
Matthew Thorn - Seattle WA, US
Tom McCann - North Bend WA, US

International Classification:

H04M 3/00

US Classification:

37926511

Abstract:

A system and method for balancing agent console load during automated call processing is provided. A plurality of agent consoles are operated in a call center. Progress of a call session of a caller that is calling into the call center at each agent console is monitored. An absolute upper limit on a number of the call sessions allowed at each agent console at any given time is assigned. A load of call session assignments on each agent console is balanced. Objective and subjective conditions pertinent to each assigned call session are continually collected from each agent console. The objective and subjective conditions that affect call session availability are updated for each agent console. The objective and subjective conditions are evaluated against the absolute upper limit to determine a load factor. Each call session is assigned to one such agent console within bounds applicable to the load factor.

US Patent:

20080205620, Aug 28, 2008

Filed:

Feb 28, 2008

Appl. No.:

12/039558

Inventors:

Gilad Odinak - Bellevue WA, US
Adam Waalkes - Sammamish WA, US

International Classification:

H04M 3/42
H04M 3/00

US Classification:

37921501, 37926502

Abstract:

A system and method for managing hold times during automated call processing is provided. A call is received from a caller and assigned to a call session. Data is obtained from the caller and evaluated for caller attributes related to the call session. Hold times are identified during the call session. Response content is customized for at least one of the hold times using the caller attributes. The customized response content is provided to the caller during that hold time.

US Patent:

20080246592, Oct 9, 2008

Filed:

Apr 3, 2008

Appl. No.:

12/062373

Inventors:

Adam Waalkes - Sammamish WA, US
Gilad Odinak - Bellevue WA, US

International Classification:

H04M 3/00

US Classification:

34028609, 37926502

Abstract:

A system and method for managing customer queuing is provided. A new request is received from a user. The new request is assigned to a queue. Placed requests waiting in the queue ahead of the new request are counted. The placed requests are compared to a request threshold. An upsell is provided to the user when the placed requests exceed the request threshold. The new request is released from the queue. The new request is satisfied by providing a response to the user.

US Patent:

20150146867, May 28, 2015

Filed:

Feb 2, 2015

Appl. No.:

14/612220

Inventors:

- Seattle WA, US
Adam Waalkes - Sammamish WA, US

International Classification:

H04M 3/51
H04M 3/523

US Classification:

37926503

Abstract:

A system and method for determining customer hold times is provided. A database of caller profiles is maintained. A call from a caller is received into a call center and assigned to an agent. A delay during which the caller is to be placed on hold is identified. A hold time for the delay is determined based on a length of a hold queue, a level of busyness of the agent and the caller profile associated with the caller.

Address:

847 Windsor Dr SE, Sammamish, WA 98074

VIN:

JTHBC96S675009598

Make:

LEXUS

Model:

GS 450H

Year:

2007