Austin Logistics Awarded Patents for Inbound Contact Center Technology Innovations

Austin Logistics Incorporated, a leading provider of predictive analytics and business intelligence software, today announced that the United States Patent and Trademark Office has awarded the company two patents for technology innovations that help organizations optimize the handling of inbound calls, e-mails and instant messages to turn contact centers into profit centers. The patented technology is available to organizations around the world as part of Austin Logistics’ predictive analytics solution, Valeo™.

The awarded patents include U.S. Patent No. 6,956,941 for “Method and System for Scheduling Inbound Inquiries,” and U.S. Patent No. 6,859,529 for “Method and System for Self-service Scheduling of Inbound Calls.” The patents protect the innovative Valeo technology, which includes methods and systems that schedule the handling of inbound calls, e-mails and instant messages to achieve specific business objectives, such as customer retention, cross-selling and up-selling, and providing certain levels of service. Decisions around scheduling are made by employing predictive analytics technology to analyze customer contact history, inquiry data, reactions to various levels of service and propensity to respond to and accept sales or retention offers. This information is then used to determine call routing treatments for inbound contact based on particular business objectives, such as increasing customer loyalty, reducing attrition or increasing sales.

“Austin Logistics leads the market in delivering innovative predictive analytics and business intelligence technology for leading financial services, telecommunication and e-commerce organizations around the world,” said Daniel Duncan, president and CEO of Austin Logistics. “Together, these patents represent validation for our unique approach of employing predictive analytics to help contact centers provide customers top-notch service and generate the most revenue possible, while keeping operational costs to a minimum.”

Predictive analytics and business intelligence software solutions from Austin Logistics enable organizations to make proactive profit-focused decisions that optimize actions in key decision areas, including marketing, customer service, collections and risk & fraud. Austin Logistics solutions are deployed by companies across a wide range of financial services, including credit cards, auto loans, mortgages, direct deposit accounts, and consumer finance as well as in e-commerce and telecom.