Suhasini V Sabnis

8024401, Sep 20, 2011

Jun 3, 2002

10/161040

Vijay K. Gurbani - Lisle IL, US
Suhasini Sabnis - Marlboro NJ, US
Victoria Hiering - Toms River NJ, US
Luis Nieto - Scotch Plains NJ, US
Aniruddha Gokhale - Nashville TN, US
Richard B. Hull - Chatham NJ, US
Reinhard P. Klemm - North Plainfield NJ, US
Bharat Kumar - Bridgewater NJ, US
Gang Zhou - Basking Ridge NJ, US

Alcatel Lucent - Paris

G06F 15/16

709204, 37926501, 37926601

A customer relationship management system is disclosed for matching a given work item with an agent. The system includes a database to hold customer information, agent information, and system information, and a network contact center server operative to receive the given work item from the customer and route it to the agent based at least in part on the information in the database. The network contact center server is configured to control the conduction of an automated web dialogue with the customer via a separate web server and is further configured to control the conduction of an automated voice dialogue with the customer via an interactive voice response system. The automated web dialogue and the automated voice dialogue are thereby both conductable under the control of the network contact center server.

8549628, Oct 1, 2013

Nov 13, 2009

12/618482

S. Rao Vasireddy - Holmdel NJ, US
Uma Chandrashekhar - Morganville NJ, US
Suhasini Sabnis - Marlboro NJ, US
Andrew R. McGee - Toms River NJ, US
Carlos Solari - Shenandoah VA, US

Alcatel Lucent - Paris

G06F 21/50

726 22, 726 4, 726 23, 726 24, 726 25

Various exemplary embodiments relate to a method and related security evaluation system including one or more of the following: determining, at the security evaluation system, a plurality of security dimensions to be evaluated for the target system; determining a reference value for each of the plurality of security dimensions, wherein each reference value is representative of a minimum target value for the associated security dimension of the target system; evaluating the security of the target system to generate an actual value for each of the plurality of security dimensions; and generating a security index representation that displays the reference value and the actual value of each of the plurality of security dimensions for the target system.

60553073, Apr 25, 2000

Jun 28, 1996

8/672789

Frank Behnke - Belle Mead NJ
Brenda Casselman - Matawan NJ
Mohammed Hussain - Hamilton Square NJ
Shuhung Lo - Piscataway NJ
Suhasini V. Sabnis - Marlboro NJ
Kishor Shah - Parlin NJ
Gerald Michael Wert - New Providence NJ

AT&T Corp. - New York NY

H04M 342
H04M 700
H04M 300

379265

A system of the present invention selects agent destinations and monitors calls made from a caller through an intelligent call processing network to a network customer. A plurality of home agents, such as part of a telemarketing system, are located at respective home premises and receive routed calls. A customer routing point responds to call queries transmitted from the intelligent call processing network and routes the call to the desired home agent. A management information server is connected in communication to the customer routing point for storing call routing and agent call-handling information. At least one agent manager is connected in communication to at least one of the home agents for monitoring the home agent and maintaining agent availability, routing configurations and statistical information concerning log-in and usage. Each agent manager is interconnected with the customer routing point for transmitting agent availability and routing configurations to the customer routing point.