| Call handling method for credit and fraud management CM Jankowitz, VC Matula, GA Munson, F Wu US Patent 5,875,236, 1999 | 271 | 1999 |
| Accent-based matching of a communicant with a call-center agent SS Das, KR Hackbarth, KB Jensen, JE Kohler, VC Matula, ... US Patent 6,847,714, 2005 | 262 | 2005 |
| Telemarketing complex performance management system PB Brown, B Casselman, G Conn, RA Malmi, VC Matula, MH Redberg, ... US Patent 5,164,983, 1992 | 211 | 1992 |
| Stalking social media users to maximize the likelihood of immediate engagement G Erhart, D Skiba, VC Matula US Patent App. 12/706,942, 2011 | 204 | 2011 |
| Method for determining response channel for a contact center from historic social media postings G Erhart, D Skiba, VC Matula US Patent App. 12/707,277, 2011 | 169 | 2011 |
| Pre-qualified or history-based customer service G Erhart, V Matula, D Skiba US Patent App. 12/784,369, 2010 | 142 | 2010 |
| Method and apparatus for distributed interactive voice processing V Matula US Patent App. 10/140,850, 2003 | 139 | 2003 |
| Method of automatic customer satisfaction monitoring through social media G Erhart, VC Matula, D Skiba US Patent App. 12/777,031, 2011 | 136 | 2011 |
| Secure method to perform computer system firmware updates B Kennedy, MS Natu, JV Lovelace, A Fish, SS Faraq US Patent 7,305,668, 2007 | 98 | 2007 |
| Method and apparatus for validating agreement between textual and spoken representations of words GW Erhart, VC Matula, D Skiba US Patent 7,346,151, 2008 | 94 | 2008 |
| Semantic translation model training D Skiba, G Erhart, L Becker, VC Matula US Patent 10,599,765, 2020 | 83 | 2020 |
| Social media identity discovery and mapping G Erhart, VC Matula, D Skiba US Patent 9,092,492, 2015 | 72 | 2015 |
| Avaya: Sentiment analysis on twitter with self-training and polarity lexicon expansion L Becker, G Erhart, D Skiba, V Matula Second Joint Conference on Lexical and Computational Semantics (* SEM …, 2013 | 67 | 2013 |
| Automated responses to projected contact center agent fatigue and burnout D Skiba, VC Matula, G Erhart US Patent App. 14/573,820, 2016 | 64 | 2016 |
| Method for determining customer value and potential from social media and other public data sources G Erhart, D Skiba, VC Matula US Patent App. 12/762,854, 2011 | 62 | 2011 |
| Virtual machine implementation of multiple use context executing on a communication device G Erhart, V Matula, D Skiba US Patent 9,736,675, 2017 | 60 | 2017 |
| System and method for dynamic ASR based on social media GW Erhart, VC Matula, DJ Skiba US Patent 9,646,604, 2017 | 58 | 2017 |
| Method of agent assisted response to social media interactions G Erhart, VC Matula, D Skiba US Patent App. 12/786,215, 2011 | 55 | 2011 |
| Social media contact center dialog system G Erhart, D Skiba, VC Matula US Patent App. 12/704,244, 2011 | 54 | 2011 |
| Method and apparatus for natural language call routing using confidence scores G Erhart, V Matula, D Skiba US Patent App. 10/901,556, 2006 | 54 | 2006 |
