Patents by Inventor David H. Anderson
David H. Anderson has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Patent number: 9531878Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.Type: GrantFiled: July 17, 2015Date of Patent: December 27, 2016Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Vladimir Mezhibovsky, Anton Brazhnyk, Bhanu Prasad Suravarapu, Gregory Jacob Duclos, David H. Anderson, Jean-Marc Taillant, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
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Patent number: 9350867Abstract: System and method for enhanced interaction processing in a contact center that includes dynamically determining customer segmentation. A processor detects a pending interaction with a customer. The processor retrieves, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs. The first customer segment is associated with a first objective of the contact center. The processor predicts an outcome of the pending interaction, and identifies a second customer segment based on the predicted outcome. The processor re-associates the customer to a second customer segment, where the second customer segment is associated with a second objective of the contact center different from the first business objective. The processor handles the pending interaction according to the second objective instead of the first objective.Type: GrantFiled: August 1, 2014Date of Patent: May 24, 2016Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Herbert Willi Artur Ristock, Charlotte Toerck, Todd Hollenberg, Nikolay Korolev, Bradley Krug, David H. Anderson
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Publication number: 20160036983Abstract: A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective.Type: ApplicationFiled: August 1, 2014Publication date: February 4, 2016Inventors: Nikolay Korolev, Herbert Willi Artur Ristock, David H. Anderson, Todd Hollenberg, Bradley Krug, Charlotte Toerck
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Publication number: 20160036982Abstract: System and method for enhanced interaction processing in a contact center that includes dynamically determining customer segmentation. A processor detects a pending interaction with a customer. The processor retrieves, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs. The first customer segment is associated with a first objective of the contact center. The processor predicts an outcome of the pending interaction, and identifies a second customer segment based on the predicted outcome. The processor re-associates the customer to a second customer segment, where the second customer segment is associated with a second objective of the contact center different from the first business objective. The processor handles the pending interaction according to the second objective instead of the first objective.Type: ApplicationFiled: August 1, 2014Publication date: February 4, 2016Inventors: Herbert Willi Artur Ristock, Charlotte Toerck, Todd Hollenberg, Nikolay Korolev, Bradley Krug, David H. Anderson
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Publication number: 20160036981Abstract: A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and further identifies an agent with skills for handling the first and second steps. The processor generates a task for handling at least the first step of the workflow, and transmits instructions to route the task to the identified agent.Type: ApplicationFiled: August 1, 2014Publication date: February 4, 2016Inventors: Todd Hollenberg, Bradley Krug, Herbert Willi Artur Ristock, Charlotte Toerck, Nikolay Korolev, David H. Anderson
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Publication number: 20160028892Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.Type: ApplicationFiled: October 6, 2015Publication date: January 28, 2016Inventors: Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, David H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
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Publication number: 20150371174Abstract: The present invention is directed to a system and method for generating, processing and distributing leads, the system comprising a leads processing engine for receiving customer requests, creating leads based upon the customer requests, determining a best available agent or agents for each lead from a pool of available agents based upon one or more selected factors, and offering or sending each lead to the best available agent or agents.Type: ApplicationFiled: August 27, 2015Publication date: December 24, 2015Applicant: REVAGENCY IP, LLCInventors: Van ANDERSON, David H. ANDERSON, Brad L. ANDERSON, Michael B. ANDERSON, Jeffrey R. ANDERSON
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Publication number: 20150326723Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.Type: ApplicationFiled: July 17, 2015Publication date: November 12, 2015Inventors: Vladimir Mezhibovsky, Anton Brazhnyk, Bhanu Prasad Suravarapu, Gregory Jacob Duclos, David H. Anderson, Jean-Marc Taillant, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
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Patent number: 9160855Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.Type: GrantFiled: July 10, 2014Date of Patent: October 13, 2015Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, David H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
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Patent number: 9137371Abstract: The present invention is directed to a system and method for generating, processing and distributing leads, the system comprising a leads processing engine for receiving customer requests, creating leads based upon the customer requests, determining a best available agent or agents for each lead from a pool of available agents based upon one or more selected factors, and offering and/or sending each lead to the best available agent or agents.Type: GrantFiled: July 6, 2007Date of Patent: September 15, 2015Assignee: RevAgency IP, LLCInventors: Van Anderson, David H. Anderson, Brad L. Anderson, Michael B. Anderson, Jeffrey R. Anderson
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Patent number: 9088656Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.Type: GrantFiled: February 25, 2013Date of Patent: July 21, 2015Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Vladimir Mezhibovsky, Anton Brazhnyk, Bhanu Prasad Suravarapu, Gregory Jacob Duclos, David H. Anderson, Jean-Marc Taillant, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
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Patent number: 9005305Abstract: Methods and apparatuses for attaching tissue structures to orthopaedic implants. In one exemplary embodiment, the methods and apparatuses are used to attach soft tissue and/or bone to a proximal tibial implant. In another exemplary embodiment, the methods and apparatuses are used to attach soft tissue and/or bone to a proximal femoral implant.Type: GrantFiled: March 26, 2012Date of Patent: April 14, 2015Assignee: Zimmer, Inc.Inventors: John E. Meyers, Robert E. Montgomery, Dennis R. Aquilo, Douglas G. Branscome, Kelly A. Timmons, Kimberly Les, Peter F. Choong, Peter E. Darrigan, Luke Vaughan, Ernest U. Conrad, Jay S. Wunder, David H. Anderson, Kevin S. Cook, G. Douglas Letson, Gary D. Bos
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Publication number: 20140321634Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.Type: ApplicationFiled: July 10, 2014Publication date: October 30, 2014Inventors: Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, David H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
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Publication number: 20140280720Abstract: A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.Type: ApplicationFiled: October 31, 2013Publication date: September 18, 2014Inventors: Brian Bischoff, Gregg Kerlin, Henry R. Lum, Donald Huovinen, Tamal Islam, Terry Stocking, David H. Anderson, Galina Kovalenko, Bernard Bretherton, Vyacheslav Sayko
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Publication number: 20140270142Abstract: As system and method for dynamically selecting a dial plan includes a processor that detects a new telephony call placed by a contact center agent in a first operations environment. The processor automatically identifies a state of the contact center agent without the agent having to expressly enter digits into a telephony device. The state may identify whether the agent is logged in, a work state of the agent, and/or whether the agent is handling a call. The processor selects a dial plan based on the determined state, and transmits a message for routing the call based on the selected dial plan.Type: ApplicationFiled: October 31, 2013Publication date: September 18, 2014Inventors: Brian Bischoff, Donald Huovinen, Terry Stocking, David H. Anderson, Galina Kovalenko, Vyacheslav Sayko
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Patent number: 8781103Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.Type: GrantFiled: February 25, 2013Date of Patent: July 15, 2014Inventors: Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, David H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk, Merijn te Boolj
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Publication number: 20140161241Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.Type: ApplicationFiled: February 25, 2013Publication date: June 12, 2014Inventors: Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, David H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
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Publication number: 20140162611Abstract: Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.Type: ApplicationFiled: February 25, 2013Publication date: June 12, 2014Inventors: Vladimir Mezhibovsky, Anton Brazhnyk, Bhanu Prasad Suravarapu, Gregory Jacob Duclos, David H. Anderson, Jean-Marc Taillant, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
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Publication number: 20120191207Abstract: Methods and apparatuses for attaching tissue structures to orthopaedic implants. In one exemplary embodiment, the methods and apparatuses are used to attach soft tissue and/or bone to a proximal tibial implant. In another exemplary embodiment, the methods and apparatuses are used to attach soft tissue and/or bone to a proximal femoral implant.Type: ApplicationFiled: March 26, 2012Publication date: July 26, 2012Applicant: ZIMMER, INC.Inventors: John E. Meyers, Robert E. Montgomery, Dennis R. Aquilo, Douglas G. Branscome, Kelly A. Timmons, Kimberly Les, Peter F. Choong, Peter E. Darrigan, Luke Vaughan, Ernest U. Conrad, Jay S. Wunder, David H. Anderson, Kevin S. Cook, G. Douglas Letson, Gary D. Bos
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Publication number: 20110009973Abstract: Methods and apparatuses for attaching tissue structures to orthopaedic implants. In one exemplary embodiment, the methods and apparatuses are used to attach soft tissue and/or bone to a proximal tibial implant. In another exemplary embodiment, the methods and apparatuses are used to attach soft tissue and/or bone to a proximal femoral implant.Type: ApplicationFiled: November 13, 2009Publication date: January 13, 2011Applicant: ZIMMER, INC.Inventors: John E. Meyers, Robert E. Montgomery, Dennis R. Aquilo, Douglas G. Branscome, Clarence M. Panchison, Kelly A. Timmons, Kimberly Les, Peter F. Choong, Peter E. Darrigan, Lawrence F. Peek, Luke Vaughan, Ernust U. Conrad, Jay S. Wunder, David H. Anderson, Kevin S. Cook, Peter S. Walker, G. Douglas Letson, Mary I. O'Connor, Gary D. Bos