Patents Assigned to Convergys CMG Utah
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Patent number: 8738384Abstract: Grammars for interactive voice response systems using natural language understanding can be created using information which is available on websites. These grammars can be created in automated manners and can have various tuning measures applied to obtain optimal results when deployed in a customer contact environment. These grammars can allow a variety of statements to be appropriately handled by the system.Type: GrantFiled: November 16, 2012Date of Patent: May 27, 2014Assignee: Convergys CMG Utah Inc.Inventors: Dhananjay Bansal, Nancy Gardner, Chang-Qing Shu, Kristie Goss, Matthew Yuschik, Sunil Issar, Woosung Kim, Jayant M. Naik
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Publication number: 20130094646Abstract: The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice response systems, and can allow the interface presented to a caller to be optimized based on factors including the caller's usage of the system.Type: ApplicationFiled: December 8, 2011Publication date: April 18, 2013Applicant: CONVERGYS CMG UTAH, INC.Inventors: Vasudeva Rao Akula, Sunil Issar
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Patent number: 8260619Abstract: Grammars for interactive voice response systems using natural language understanding can be created using information which is available on websites. These grammars can be created in automated manners and can have various tuning measures applied to obtain optimal results when deployed in a customer contact environment. These grammars can allow a variety of statements to be appropriately handled by the system.Type: GrantFiled: March 30, 2009Date of Patent: September 4, 2012Assignee: Convergys CMG Utah, Inc.Inventors: Dhananjay Bansal, Nancy Gardner, Chang-Quin Shu, Kristie Goss, Matthew Yuschik, Sunil Issar, Woosung Kim, Jayant Naik
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Patent number: 8200610Abstract: A system and method is disclosed which integrates a machine learning solution into a large scale, distributed transaction processing system using a supporting architecture comprising a combination of computer hardware and software. Methods of using a system comprising such supporting architecture provide application designers access to the functionality included in a machine learning solution, but might also provide additional functionality not supported by the machine learning solution itself.Type: GrantFiled: September 19, 2011Date of Patent: June 12, 2012Assignee: Convergys CMG Utah, Inc.Inventors: Robert D. Birch, Brian D. Craig, Scott A. Irwin, Stephen D. Weagraff
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Patent number: 8200527Abstract: Enhancements to customer care capabilities can be prioritized and presented using a repeatable methodology which allows information to be collected, processed, and utilized in a uniform fashion across engagements. Such a methodology can be designed so as to be flexible enough for any customization which is required in particular circumstances. Various tools which can be used in such a methodology include computerized surveys, evaluation formulae, prioritization graphs, and weighing scales.Type: GrantFiled: April 27, 2007Date of Patent: June 12, 2012Assignee: Convergys CMG Utah, Inc.Inventors: Cameron Thompson, Ryan Pellet, Devi Jaspal
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Patent number: 8166460Abstract: Software intended to operate in a clustered environment can be tested for appropriate failover behavior through the use of an automated tool which allows failover to be simulated without requiring that the application be deployed in a cluster environment and observing the effects of actual failover. Such an automated tool can measure the characteristics of one or more session objects created by the application and provide appropriate messages for a developer when those characteristics indicate improper coding for failover.Type: GrantFiled: September 24, 2007Date of Patent: April 24, 2012Assignee: Convergys CMG Utah, Inc.Inventors: Rahul Jindal, Rohit Aggarwal, Mike Sauer
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Patent number: 8145713Abstract: An e-Care dispenser is disclosed herein which configures a set of devices to cooperatively process care requests by utilizing functional aspects distributed throughout those devices. The devices can be end user devices with varying capabilities, some of which might not possess resources to process the care request independently. The functional aspects can be distributed throughout the devices in such a manner as to efficiently utilize the devices in providing care.Type: GrantFiled: August 15, 2011Date of Patent: March 27, 2012Assignee: Convergys CMG Utah, Inc.Inventors: Scott A. Irwin, Robert D. Birch, Stephen D. Weagraff
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Patent number: 8139755Abstract: The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice response systems, and can allow the interface presented to a caller to be optimized based on factors including the caller's usage of the system.Type: GrantFiled: March 26, 2008Date of Patent: March 20, 2012Assignee: Convergys CMG Utah, Inc.Inventors: Vasudeva Rao Akula, Sunil Issar
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Patent number: 8126723Abstract: A system and method provide a way of improving customer satisfaction with an IVR by identifying tuning opportunities for applications of an IVR system based on customer satisfaction scores. The system and method compare portions of the IVR application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the IVR application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the IVR.Type: GrantFiled: December 18, 2008Date of Patent: February 28, 2012Assignee: Convergys CMG Utah, Inc.Inventors: Dhananjay Bansal, Scott D. Spera, Nancy Gardner, James H. Lythgoe, Jr., John C. Georgesen
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Patent number: 8096809Abstract: A system and method for displaying content in a browser window associated with an end-user is described. In one implementation, data that includes links is received from a content provider, each of the links is identified and encoded, and the received data along with the links are displayed in the end-user's browser window.Type: GrantFiled: August 31, 2001Date of Patent: January 17, 2012Assignee: Convergys CMG Utah, Inc.Inventors: Daniel Keele Burgin, Scott Moore Gosling, David L. Young, William Randy Watler
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Patent number: 8023637Abstract: Resource allocation in a contact center can be performed using a network of nodes. Such a network of nodes can be organized according into resource nodes, domain nodes, and service nodes, with paths from the domain nodes, through the service nodes, to the resource nodes being used in the allocation.Type: GrantFiled: October 1, 2007Date of Patent: September 20, 2011Assignee: Convergys CMG Utah, Inc.Inventors: Scott Irwin, Kishore Korimilli
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Patent number: 8024406Abstract: An e-Care dispenser is disclosed herein which configures a set of devices to cooperatively process care requests by utilizing functional aspects distributed throughout those devices. The devices can be end user devices with varying capabilities, some of which might not possess resources to process the care request independently. The functional aspects can be distributed throughout the devices in such a manner as to efficiently utilize the devices in providing care.Type: GrantFiled: July 12, 2006Date of Patent: September 20, 2011Assignee: Convergys CMG Utah, Inc.Inventors: Scott A. Irwin, Robert D Birch, Stephen D Weagraff
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Patent number: 7885820Abstract: Expert system supported interactive product selection and recommendation. The invention assists an agent to interact with a customer and to provide selection and recommendation of available products and/or services that offer a workable solution for the customer. The invention allows for the use of agents of varying skill levels, including relatively low skill level, without suffering deleterious performance. From certain perspectives, an expert system employed using various aspects of the invention allows the agent to provide real time interaction with a customer and to provide a real time recommended solution to that customer. Many traditional approaches dealing in complex industries require that agent's have a high degree of skill and expertise. The invention allows even a novice agent to service a customer's needs without requiring a high skill level or up-front training that is often at the expense of the provider seeking to market its products and/or services.Type: GrantFiled: July 19, 2001Date of Patent: February 8, 2011Assignee: Convergys CMG Utah, Inc.Inventors: Rod Mancisidor, Charles R. Erickson, Ahmed Gheith, William W. Chan
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Patent number: 7881285Abstract: The present invention discloses a system and method for providing interactive voice response (IVR) applications executable on individual communication devices. Unlike current IVR applications that run from centralized voice servers, the present invention describes a system in which communication units initiate communication with a multimedia server over a data network such as the Internet and download extensible copies of voice response applications. The communication device then runs the voice response applications, thus, locally administering the voice messages and accepting the voice or data input from a user. The multimedia server may preferably divide the application software into executable segments to accommodate communication devices with limited memory resources, such as mobile phones and hand-held computers. The system and method may implement different level of complexity by breaking application functionality into modules and the sub-modules.Type: GrantFiled: May 5, 2006Date of Patent: February 1, 2011Assignee: Convergys CMG, UtahInventor: Dan Hammond
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Patent number: 7809663Abstract: A system and method is disclosed which integrates a machine learning solution into a large scale, distributed transaction processing system using a supporting architecture comprising a combination of computer hardware and software. Methods of using a system comprising such supporting architecture provide application designers access to the functionality included in a machine learning solution, but might also provide additional functionality not supported by the machine learning solution itself.Type: GrantFiled: May 22, 2007Date of Patent: October 5, 2010Assignee: Convergys CMG Utah, Inc.Inventors: Robert D. Birch, Brian D. Craig, Scott A. Irwin, Stephen D. Weagraff
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Patent number: 7770786Abstract: There is disclosed a system and method for creating value by facilitating third party participation in mobile commerce transactions, providing consumers with a unified perspective of commercial activity, and selectively implementing discounts. The system may include a computerized engine and a point of sale wallet, which may be embedded in a personal trusted device. The computerized engine may be programmed to selectively implement a discount associated with a particular transaction. The personal trusted device may comprise a wireless communications technology, which enables the device to communicate with a back-end system and/or other point of sale devices. The personal trusted device may serve as the nexus of consumer transactions by facilitating payment as well as receipt and storage of electronic receipts. The personal trusted device may also be configured to transmit electronic receipts via the communications technology.Type: GrantFiled: April 2, 2007Date of Patent: August 10, 2010Assignee: Convergys CMG UtahInventors: Robert D. Birch, Joseph P. Lupo, Scott A. Irwin, Stephen D. Weagraff, Sanjiv Karani, Jeff Gordon
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Patent number: 7747241Abstract: A billing system comprising servers, routers, and processors programmed to provide reservation based prepaid billing is disclosed. The billing system is also programmed to concurrently process multiple billing events on a single, prepaid subscriber account.Type: GrantFiled: January 14, 2008Date of Patent: June 29, 2010Assignee: Convergys CMG UtahInventors: Michael Joseph Magnotta, Derron Keith Newland, Frank Clifford Perkins, Joseph DiFonzo
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Patent number: 7657436Abstract: A comprehensive electronic business support system comprises three layers: (1) the business layer, including various smart components which unify data and business processes across all customer interactions; (2) the integration layer, including various communications messaging interfaces and enterprise application integration adapters, which provide a flexible, automated, and process driven solution for integrating across business applications and operations support systems; and (3) the presentation layer, including various customer views, which are presented via particular business portals. A smart component server provides the core services and comprehensive business process logic required to successfully conduct business online. The communications messaging interfaces integrate with back-office systems for functions such as billing, provisioning, and interconnection.Type: GrantFiled: March 30, 2001Date of Patent: February 2, 2010Assignee: Convergys CMG Utah, Inc.Inventors: Kevin Elmore, Vince Hoeser, David Horn, Linda Horne, Charles Kaake, Kevin Kelly, Mark Mabel, Hal Rodriguez, Paul Stephens, Vadim Pokotylo, Girish Bakhru
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Patent number: 7590980Abstract: There is disclosed a framework which utilizes contemporaneous assembly of processing modules, strong typing, and integrated caching to assemble processing elements from different sources robustly and minimize system failures as software modules are upgraded.Type: GrantFiled: June 14, 2005Date of Patent: September 15, 2009Assignee: Convergys CMG Utah, Inc.Inventors: Ian James Clubb, Philip Geoffrey Claridge, Thomas Joseph Shusta, Jeffrey M. Miller, Robert Walters
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Patent number: 7558773Abstract: Expert System supported interactive product selection and recommendation. The invention assists an agent to interact with a customer and to provide selection and recommendation of available products and/or services that offer a workable solution for the customer. The invention allows for the use of agents of varying skill levels, including relatively low skill level, without suffering deleterious performance. From certain perspectives, an expert system employed using various aspects of the invention allows the agent to provide real time interaction with a customer and to provide a real time recommended solution to that customer. Many traditional approaches dealing in complex industries require that agent's have a high degree of skill and expertise. The invention allows even a novice agent to service a customer's needs without requiring a high skill level or up-front training that is often at the expense of the provider seeking to market its products and/or services.Type: GrantFiled: May 10, 2007Date of Patent: July 7, 2009Assignee: Convergys CMG Utah, Inc.Inventors: Rod Mancisidor, Charles R. Erickson, Ahmed Gheith, William W. Chan