Patents & Trademarks

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First, Alek aimed to have patent rights in case competitors tried to accuse them of copying their inventions. 

Second, by having patent rights, they were able to attract customers more easily, because they were the first to offer technological innovations. 

Besides, they could take their competitors to court in case of unfair activity. 

They also had the opportunity to increase profits by selling their licenses around the world. 

Alek's team invented and patented a myriad of technological solutions on which most "call centers" are still based today. 

These include, for example: 

"Caller ID"* which makes it possible to display on the phone screen (and later on cell phones) the name, surname, and photo of the person or company who is calling; 

so-called "predictive dialing" allows the operator to connect with the customer, only when the customer answers the phone, and all other situations are eliminated and entered into a database for analysis or call back at another time; 

so-called "call blending" allows the automatic combination of incoming and outgoing calls so that each operator makes full use of his working time. 

Before this invention, an operator spent a lot of time waiting for a customer to call. 

In addition, options such as telling the customer how long he or she will have to wait for an operator, or whether he or she wishes to be called back after a certain amount of time at the number he or she is calling from, or at another number, as well as algorithms to recognize the customer's voice when he or she answered the phone (as opposed to a voice recorded on an answering machine). 

Names such as -

Customer Care®, 

Exceeding Customer Expectations®, 

Universal Agent®, 

Customer Sentivity®, 

OnTheGo™, and 

e360™ were also created, and used, as trademarks, by Alek's Melita International and Inventions, Inc. 

As of 2003, Alek's name is associated with 30 U.S. and over 100 international patents along with colleagues - Jim Owen, Jim Crooks, and Curtis Marks.

The phone rings just as you are putting down your mail inside the front door. It is someone from the bank, informing you that as a valued customer, you are eligible for a brand-new account service. 

Do you talk to that person or hang up? 

Is there any good time for a telephone marketing pitch? 

Would you be more open to a salesman, a survey-taker or even a bill collector if they knew that you prefer to be called at the office during your morning coffee break, or at home in the late afternoon but only on weekends? 

Aleksander Szlam and James Owen think you would. 

They have patented a system for customizing cold calls to fit individual preferences and habits so that when the phone rings, it does so at the moment when you are most likely to have the time and be in the frame of mind to listen to the pitch. 

The patent calls for computer software that creates, maintains, and refers to a ''customer sensitivity profile.'' But it does not restrict the marketers to the phone alone. 

The profile first reveals to telemarketers which approach their potential customers or regular clients prefer -- mail, E-mail, fax, or phone. It then specifies the date, time, and location of most Patents.

Finally, it makes specific recommendations, like the language the customer is most comfortable speaking. 

But how would it know? 

Why would anyone tell a sales agent, ''By the way, if you need to reach me. . .'' 

No one has to. 

Databases full of personal information compiled by mail-order companies, credit agencies and research firms are for sale. 

''When you do call a customer at random, for the first time sometimes you can buy lists from another source that has survey or sensory information behind them,'' said Mr. Szlam, an electrical engineer. 

''Assuming you have nothing -- zero -- then you ought always to call within a reasonable time frame. 

The system alerts the agent that this is a first-time call and the template for the customer sensitivity profile is empty. If the person gives you permission, you can ask some basic questions, like, in the future, when is it most convenient to call?'' 

The software is designed for more than just cold calls. 

Many customer profiles will be in the system because customers themselves put them there. Later the same company might use the software to follow up on orders or offer other services, Mr. Szlam said. 

The software program directs customer names into categories of approach -- those who prefer to receive phone calls, for example, are transferred to a program that chooses the most appropriate phone number, whether at home or work, places the customer name and number in the telephone queue, and automatically makes the call. 

The call is made according to a random pacing schedule if the customer has no preference, or at the specified calling time if he does. Those who want only mail are transferred to a program that chooses an address and readies the mailing for a predetermined day. 

The system also maintains profiles of the telephone operators making the calls. It keeps track of which operators speak certain languages or have a particular telephone manner or voice quality. It manipulates that information to best match operators to potential customers. 

Mr. Szlam, chief executive of the Melita International Corporation in Norcross, Ga., said his company was trying to sell the invention to banks, financial services businesses and the retail and communications industries. He and Mr. Owen received patent 5,594,791.

(NYT article Patents; A data base that knows exactly when to call -  

Sabra Chartrand Sept. 22, 1997 )

1.  Less Connection System for Telecommunications Devices to Analog Telephone Lines

Patent Number: 4,720,853

Abstract: The present invention relates to a transformer-less connection system designed to facilitate the interfacing of telecommunications devices with analog telephone lines. 

Specifically, this invention encompasses a "Ring Signal Discriminator" apparatus, as detailed in Patent Number 4,720,853, which enables the discrimination and processing of incoming ring signals on the telephone line. 

The system further comprises a "Current Source and Off-Hook Detector" device, as described in Patent Number 4,742,538, responsible for sourcing appropriate current levels and detecting off-hook conditions during call initiation. 

Additionally, Patent Number 4,742,539 reveals a "Telephone Loop Current Modulator" mechanism, essential for modulating loop currents in the telephone line. 

The collective utilization of these patented technologies revolutionizes the establishment of transformer-less connections between telecommunications devices and analog telephone lines, enhancing the efficiency and compatibility of telecommunication systems.

2.  Answer Detection System for Called Party's Telephone using Patented Technologies

Patent Numbers: 4,477,698 and 4,540,855

Abstract: This patent pertains to an innovative system for detecting the 'Answer' condition of a called party's telephone during incoming calls. The technology is enabled by two distinct patents: Patent Number 4,477,698, titled "Apparatus for detecting pick-up at remote telephone set," and Patent Number 4,540,855, titled "Detecting signals within a passband on the telephone line."

The proposed system implements a comprehensive approach to 'Answer Detection,' encompassing a range of operations such as 'Listening,' measurement, and analysis of telephone line signaling. 

These operations are executed using specialized proprietary circuitry and advanced real-time algorithms, which are seamlessly integrated into the telephony infrastructure. The primary objective of this system is to accurately establish the 'Answer' condition of the called party's telephone, a critical aspect of telephone communication.

During each phone call, the system actively engages in the real-time examination of telephone line signals. This thorough analysis involves the meticulous detection of the 'Answer' signal pattern amidst various potential distortions, glitches, and audio line conditions. The technology adeptly addresses challenges associated with signal degradation, noise interference, and other factors that could hinder the precise identification of the 'Answer' state.

The successful implementation of this system has led to significant advancements in telecommunication reliability and functionality. Notably, the patented technology was later licensed to two prominent entities:

a) Mitel of Canada, which harnessed the innovation to develop the 'Cadence Detection' semiconductor chip. This chip offers efficient and accurate 'Answer Detection' capabilities, enhancing telephone communication experiences.

b) Dialogic Corporation, which capitalized on the patented concept to create a telephony Personal Computer (PC)-based platform tailored for global market availability. Subsequently, Dialogic Corporation was acquired by Intel Corporation, further extending the reach and impact of the technology.

In summary, the patented technologies represented by Patent Numbers 4,477,698 and 4,540,855 have revolutionized 'Answer Detection' processes for called party telephones. By employing specialized circuitry, real-time algorithms, and innovative approaches to signal analysis, these patents have paved the way for enhanced telecommunication experiences and broader industry applications.

3.  Predictive Dialing System for Enhanced Customer Account Servicing

Patent Numbers: 4,797,911 and 4,894,857

Abstract: This patent describes a revolutionary advancement in customer service interaction, achieved through the innovative concepts outlined in Patent Numbers 4,797,911, titled "Customer account online servicing system," and 4,894,857, titled "Method and apparatus for customer account servicing." 

The patented technologies introduce the concept of 'Predictive Dialing,' a phenomenon that significantly enhances the efficiency of customer service agents, enabling them to engage with nearly four times the number of customers while optimizing 'talk time.'

The 'Predictive Dialing' system redefines customer service practices by capitalizing on sophisticated software and hardware mechanisms. This groundbreaking approach allows customer service agents to effectively connect with customers for approximately 55 minutes out of each hour. 

During this period, the 'Predictive Dialing' software and hardware collaboratively filter out unproductive dialing conditions, including busy signals, no answers, bad numbers, and interactions with answering machines.

The core innovation of 'Predictive Dialing' has reshaped business-to-consumer (B2C) interactions, heralding a paradigm shift in the way businesses engage with their customer base. The system empowers businesses to exponentially increase the frequency of customer communication—achieving nearly four times the interaction rate compared to traditional methods. 

Notably, this heightened level of customer engagement, which was previously attainable only through a substantial increase in staffing (typically ranging from 75% to 80% additional agents), can now be realized without such extensive resource allocation.

For instance, consider a scenario where a conventional Call Center with 100 agents could perform the equivalent workload of approximately 400 agents using the transformative Predictive Dialing solution pioneered by Melita International Inc. 

This technology empowers businesses to leverage their existing resources more efficiently, resulting in unparalleled gains in customer outreach and engagement.

In conclusion, the patented technologies represented by Patent Numbers 4,797,911 and 4,894,857 introduce the pioneering concept of 'Predictive Dialing,' reshaping the landscape of customer service and business-to-consumer interactions. By harnessing advanced software and hardware capabilities, these innovations unlock the potential for substantially improved customer engagement rates, ultimately leading to more efficient and effective customer service operations.

4.  Automated Caller Identification System using Patented Innovations

Patent Numbers: 4,797,911 (Claim 42), 4,894,857 (Claim 10), and 5,675,637 (Various Claims)

Abstract: This patent documents a pioneering advancement in telecommunications technology, attributed to the combined innovations outlined in Patent Numbers 4,797,911 (specifically Claim 42), 4,894,857 (specifically Claim 10), and various claims of 5,675,637. These inventions collectively establish the foundation of what is commonly referred to as 'CallerID,' a breakthrough system that enables the identification of a calling party's phone number and related information.

At its core, the 'CallerID' system leverages an 'Automated Number Identification' (ANI) subsystem, which facilitates the automatic detection and extraction of the calling party's phone number. 

This extracted number is then used to access a database containing relevant records, including the name and associated information of the calling party (potential customer). If a matching record is found, the retrieved information is displayed on an agent's terminal or Personal Computer (introduced by Melita International Inc. circa 1985).

Through the utilization of the ANI, diverse sources of information can be presented on the agent's terminal, enriching the context of the communication.

In the course of evolution, around 1990, telecommunications companies (Telcos) outsourced the production of advanced touch-tone telephone sets equipped with screens capable of displaying a caller's name. 

Concurrently, Telcos introduced paid subscription services, including 'CallerID,' and other displayable features, offering their customer base enhanced telecommunication experiences.

'CallerID' stands as a pivotal innovation that has profoundly transformed messaging services, particularly as the mobile telecommunications industry emerged. The impact of 'CallerID' reverberates through contemporary messaging technologies, including SMS/text messaging and various wireless messaging services. These services heavily rely on the foundational principles set forth by the 'CallerID' innovation.

In summary, the innovations encapsulated by Patent Numbers 4,797,911 (Claim 42), 4,894,857 (Claim 10), and various claims of 5,675,637 have given rise to the paradigm-shifting 'CallerID' system. 

This system, driven by the ANI subsystem and database integration, has ushered in an era of enhanced telecommunications interactions, paved the way for advanced touch-tone telephone sets, and laid the groundwork for the pervasive influence of 'CallerID' in modern messaging services and the mobile telecommunications landscape.

5.  Dynamic Interdependent Processing System for Inbound and Outbound Calls in Telecommunications

Patent Numbers: 5,214,688 and RE36,416

Abstract: This patent encompasses transformative advancements in telecommunications, embodied by Patents 5,214,688 and RE36,416, both titled "Method and apparatus for dynamic and interdependent processing of inbound and outbound calls." 

These innovations introduce a novel framework enabling agents to seamlessly handle both incoming and outgoing phone calls interchangeably, while leveraging standalone Predictive Dialing systems.

The patented methodologies establish a pioneering approach that facilitates efficient agent utilization, thereby enhancing productivity. By harnessing the capabilities of standalone Predictive Dialing systems, assigned agents gain the ability to fluidly manage both inbound and outbound calls. This revolutionary flexibility paves the way for a new era of operational synergy, particularly within standalone PABX/ACD phone systems.

The combined impact of these inventions is most pronounced when these standalone PABX/ACD systems are strategically interconnected with Predictive Dialing systems. This interconnectedness enables dynamic load balancing and agent allocation, promoting optimal utilization of resources from both types of systems.

A significant limitation in the telecommunications landscape of the time was the absence of external computing platforms for managing and controlling internal phone system features. 

Aleksander Szlam and Melita International successfully addressed this gap by pioneering the concept of 'Computer Telephony Integration' (CTI), realized through integration with the Solid State System's PBX. 

This achievement was instrumental in enabling seamless interaction between the phone system and other ACDs, ultimately contributing to the optimization of call routing and agent allocation.

While contemporaneous phone systems struggled with slow call connection speeds, Melita International introduced cutting-edge switching platforms capable of establishing connections in under 100 milliseconds. 

This speed revolutionized call handling and contributed significantly to maximizing agent 'talk time,' defined as the duration agents spend conversing with live individuals. 

This innovation achieved an extraordinary ~100% agent productivity rate, far surpassing the typical ~12 minutes of 'talk time' marred by time-consuming dialing and unproductive call conditions.

The proprietary solutions featured advanced predictive algorithms that dynamically managed outbound and inbound calls, agent allocations, call routing, pacing, and 'on hold' strategies. 

These innovations revolutionized agent efficiency and fundamentally transformed the telecommunications landscape.

In summary, Patents 5,214,688 and RE36,416 herald a new era of dynamic interdependent processing for inbound and outbound calls in the realm of telecommunications. 

By enabling seamless agent transitions between call types and pioneering effective interconnections between disparate systems, these patents redefined productivity standards and reshaped the very nature of call center operations.

6.  Automated Voice System for Enhanced Customer Service and Agent Efficiency

Patent Numbers: 5,309,505 and 5,511,112

Abstract:The present patent encompasses a groundbreaking dual innovation, represented by Patents 5,309,505 and 5,511,112, both titled "Automated voice system for improving agent efficiency and improving service to parties on hold." 

These inventive concepts usher in a new era of customer service experiences by introducing a dynamic voice-based system designed to inform customers about anticipated hold times and offer options to optimize their waiting interactions.

At its core, the patented technologies empower customers by furnishing them with crucial insights into their expected hold durations, granting a heightened degree of influence over their communication encounters. 

Customers are presented with a range of choices, including remaining on hold for a projected duration, opting for a 'call back' after an estimated interval (leveraging ANI/CallerID), or selecting a specific time for a return call.

The essence of this innovation is its profound enhancement of the customer experience, primarily manifested in the astute management of incoming calls placed on hold. To achieve this, the system synergizes with additional innovative concepts, such as the "Method and apparatus for dynamic and interdependent processing of inbound and outbound calls" aforementioned, to effectively curtail or altogether eliminate hold times. 

Through meticulous orchestration of interactions between inbound and outbound agent groups, the system optimally allocates agents and ensures the prompt addressing of incoming calls.

In scenarios necessitating additional agent resources due to an influx of incoming calls, the system tactfully reduces outbound call pacing. Outbound agents seamlessly transition to handle the surplus of incoming calls. 

This real-time dynamic allocation of agents leads to a considerable reduction in hold times, invariably yielding a notable upswing in customer satisfaction.

The practical application of these innovative technologies is exemplified by their embodiment in systems developed by Melita International, Inc. 

These systems facilitate the seamless synergy between inbound and outbound agent groups, enabling a harmonious sharing of agents across campaigns. It is noteworthy that the innovation extends to the introduction of trademarked names, including:

Customer Care®, 

Exceeding Customer Expectations®,

Customer Sensitivity®, and Universal Agent®, conceived by Aleksander Szlam. 

These trademarks stand as beacons of exemplary customer interaction centers, epitomizing unparalleled levels of customer support. 

This pioneering groundwork has precipitated the advent of Customer Relationship Management (CRM) and Customer Interaction Management (CIM) solutions, ultimately germinating the global Contact Centers Industry.

In summation, Patents 5,309,505 and 5,511,112 epitomize the fusion of automated voice technology with dynamic agent allocation strategies, culminating in a revolutionary approach to customer service that attains new heights of customer satisfaction.

7. Method and Apparatus for Enhanced Customer Service Result-Oriented Approach

Patent Numbers: 5,594,791 and 5,963,635

Abstract:This patent encompasses two groundbreaking innovations, represented by Patents 5,594,791 and 5,963,635, both titled "Method and apparatus for providing result-oriented customer service." 

These innovations introduce a profound methodology for capturing and utilizing Customer Sensitivity® information, strategically saving it within individual customer accounts for future interactions. 

Over time, this iterative process continually updates and enhances customer profiles, enabling the customization of interactions based on individual preferences and evolving needs.

At the heart of these innovations lies the ability to assimilate and integrate Customer Sensitivity® data, thereby equipping contact center management with a comprehensive arsenal of strategies and methods for optimizing customer interactions. 

These methods leverage a wide spectrum of available resources, including CallerID-based routing to previously assigned agents, dynamic allocation of inbound and outbound agents, utilization of diverse communication channels such as fax, email, texting/SMS, and traditional mail, among others.

The dynamic profiling of each customer empowers businesses to design targeted outreach campaigns with a high likelihood of success. By aligning outreach efforts with customer preferences, such as preferred communication channels, language, optimal contact times, and contact numbers, campaigns are tailor-made to individual customers, maximizing the impact of each interaction.

This personalization is derived directly from the individualized "Customer Sensitivity®" profile.

The intelligent alignment of various resources with the nuanced preferences of each customer fosters unparalleled levels of customer satisfaction. 

Simultaneously, the adoption of these innovations results in reduced dependency on human resources, yielding substantial cost savings. This streamlined approach to operations significantly mitigates overall operational expenditures for businesses, particularly for Contact Centers.

Furthermore, the Customer Sensitivity® profile serves as the cornerstone for the dynamic routing of inbound calls. The system intelligently routes calls to agents based on criteria such as the agent's request for a 'call back,' the agent's proficiency in handling a recorded case, and language compatibility, among other factors.

In conclusion, Patents 5,594,791 and 5,963,635 epitomize a groundbreaking method and apparatus that underpins a result-oriented customer service paradigm. 

By harnessing the power of Customer Sensitivity® data, businesses gain the ability to curate highly personalized interactions, optimize resource allocation, and significantly enhance customer satisfaction. 

These innovations, rooted in deep customer insights, herald a new era of efficient, cost-effective, and highly responsive customer service strategies.

8.  Dynamic Agent Collaboration System for Globally Distributed Contact Centers

Patent Number: 8,402,070

Abstract: The present patent, embodied by Patent Number 8,402,070, titled "Training, certifying, assigning and collaborating agents among multiple users," revolutionizes the landscape of Contact Centers, expanding their reach and capabilities to a global scale.

This innovation transcends conventional business models and infrastructures, whether on-premise or Cloud-based, ushering in a paradigm shift known as the "Orbit-based" 'virtual business.' 

This visionary approach eliminates the need for permanent employees within these businesses. Instead, globally dispersed individuals, referred to as 'Remote workers,' can seamlessly engage in a diverse array of online tasks provided by the company(s), once they undergo identification, training (if required), skill verification, and certification specific to the services offered.

Central to this invention is the empowerment of 'Remote workers' to craft their own flexible schedules and select the types of services they wish to provide. The global customers of the company seeking specialized assistance are rapidly connected with a skilled and knowledgeable 'Remote worker' proficient in the required subject matter. 

This innovative approach unlocks a multitude of 'virtual business' possibilities, all operating within an Orbit/Cloud-based framework, obviating the need for permanent service-providing employees, traditional training procedures, physical facilities, and other resource-intensive infrastructures.

In essence, 'Remote workers' evolve into individual 'micro businesses,' delivering high-quality 24x7 services on behalf of multiple companies. These workers effectively address the most intricate or urgent needs of customers, providing superior Customer Care®.

Much akin to how industry giants such as Amazon, Microsoft, and Apple offer Cloud-based platforms for running diverse business applications, this innovation extends those offerings by introducing a novel pathway for the creation and deployment of various Orbit*-based service businesses. 

These businesses gain instant access to highly skilled 'self-employed' personnel, who can work 'on the go' from any corner of the globe, thereby delivering exceptional customer service at minimal expense.

The 'Orbit-based' framework, as introduced herein, represents a pioneering Customer Interaction Management solution. It encompasses a comprehensive array of elements, including infrastructure, computing networks, databases, 'micro businesses' (represented by self-employed workers), and customers—all situated beyond specific facilities, somewhat 'above' the existing Cloud infrastructure. 

This innovative platform sets the stage for the emergence of the next generation of 'Always Available Service Providers.'

In conclusion, Patent Number 8,402,070 fundamentally transforms the operational dynamics of Contact Centers, enabling a globally distributed network of 'Remote workers' to create their individual 'micro businesses' and deliver exceptional customer service. 

This innovative approach—leveraging an Orbit*-based framework—ushers in an era of unparalleled flexibility, resource efficiency, and superior customer interactions.

9.  Additional Innovations within the Szlam Patents

Abstract: While the above-mentioned patents encompass a wide range of transformative concepts, it is noteworthy that numerous other pioneering innovations, often regarded as 'firsts,' were embedded within the body of Szlam Patents. 

Although specific Claims are not enumerated, these innovations have left an indelible mark on the evolution of customer service interactions and Call Centers, fundamentally altering operational dynamics and enhancing efficiency.

One notable innovation pertains to the design of Call Center Agent terminals. 

Traditionally characterized by black screens with green or white text, these terminals necessitated the memorization of a multitude of actions and functions through FN keys, leading to frustration, errors, and significant delays in customer interactions. 

A groundbreaking breakthrough introduced by Alek and his companies involved the incorporation of Personal Computers (PCs) into Call Centers, supplanting the erstwhile 'dumb terminals.' 

Despite the substantial initial cost of around $10,000 per agent station, as opposed to $1,500 for a 'dumb' terminal, the PC-based stations equipped with Melita software offered unparalleled functionality and user-friendliness, resulting in substantial cost savings and heightened customer satisfaction.

The creation of the Universal Agent® software emerged as another monumental advancement. This innovative software empowered agents to process customer interactions with unprecedented speed and efficiency.

Leveraging CallerID information and saved data, the Melita PC software seamlessly interfaced with mainframe systems such as IBM 370 and AS400, extracting customer information, analyzing historical data, and presenting pertinent information in a color-coded display. Interactive scripting guided agents through interactions, rendering extensive training unnecessary. 

Function keys were supplanted with meaningful names and intuitive icons, leading to streamlined operations. Average 'talk time' calculations were displayed, alerting agents to extended durations through color-changing bars. 

Supervisors could silently monitor and communicate with agents through messages or in-ear headset advisories. Manual call extension was facilitated, enhancing accuracy in predicting call handling time. 

The system also accommodated diverse language interactions, facilitating communication with international agents and customers. Online internet customers gained the ability to request and converse with desired agents seamlessly.

Integration of the Melita solution with PBX/ACD telephone systems represented a groundbreaking achievement. In an era when PBXs lacked interface communication links (CTI type), an innovative approach was devised. 

The predictive dialing system linked its telephone extension lines with PBX extensions, enabling PBX telephone instruments for agent communication. This integration allowed for the processing of inbound and outbound calls using Melita solutions, while simultaneously empowering agents to handle internal calls from employees and specific external calls, including personal and family-related matters.

In essence, Patents by Szlam and his team of innovators encompass not only the highlighted innovations but a myriad of additional 'firsts' that have indubitably shaped the trajectory of customer service interactions, redefining the role of Call Centers and establishing a legacy of efficiency, innovation, and superior customer experiences across the globe.