Patents by Inventor Lawrence Page
Lawrence Page 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: 11632627Abstract: A separate virtual (e.g. aural) location for one or more interaction or telephony call participants may provide an indication or clue for at least one of the call participants of who is speaking at any one time, reducing errors and misunderstandings during the call. Auditory localization may be used so that participants are heard from separate virtual locations. An audible user interface (AUI) may be produced such that audio presented to the listening user is location-specific, the location being relevant to the user, just as information presented in a graphical user interface (GUI) might be relevant. For example, a plurality of audio streams which are part of an interaction between communicating parties may be accepted, and based on the audio streams, a plurality of audio outputs may be provided, each located at a different location in three-dimensional space.Type: GrantFiled: June 17, 2021Date of Patent: April 18, 2023Assignee: INCONTACT, INC.Inventors: Adam Samuel Horrocks, Matthew Lawrence Page, Nathan Edwin Boden, Christopher Garn Seaman
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Publication number: 20210314704Abstract: A separate virtual (e.g. aural) location for one or more interaction or telephony call participants may provide an indication or clue for at least one of the call participants of who is speaking at any one time, reducing errors and misunderstandings during the call. Auditory localization may be used so that participants are heard from separate virtual locations. An audible user interface (AUI) may be produced such that audio presented to the listening user is location-specific, the location being relevant to the user, just as information presented in a graphical user interface (GUI) might be relevant. For example, a plurality of audio streams which are part of an interaction between communicating parties may be accepted, and based on the audio streams, a plurality of audio outputs may be provided, each located at a different location in three-dimensional space.Type: ApplicationFiled: June 17, 2021Publication date: October 7, 2021Applicant: INCONTACT, INC.Inventors: Adam Samuel HORROCKS, Matthew Lawrence PAGE, Nathan Edwin BODEN, Christopher Garn SEAMAN
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Patent number: 11070916Abstract: A separate virtual (e.g. aural) location for one or more interaction or telephony call participants may provide an indication or clue for at least one of the call participants of who is speaking at any one time, reducing errors and misunderstandings during the call. Auditory localization may be used so that participants are heard from separate virtual locations. An audible user interface (AUI) may be produced such that audio presented to the listening user is location-specific, the location being relevant to the user, just as information presented in a graphical user interface (GUI) might be relevant. For example, a plurality of audio streams which are part of an interaction between communicating parties may be accepted, and based on the audio streams, a plurality of audio outputs may be provided, each located at a different location in three-dimensional space.Type: GrantFiled: October 29, 2018Date of Patent: July 20, 2021Assignee: INCONTACT, INC.Inventors: Adam Samuel Horrocks, Matthew Lawrence Page, Nathan Edwin Boden, Christopher Garn Seaman
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Patent number: 10681215Abstract: Methods for routing customers to an agent include receiving a communication from a customer; assigning or retrieving a plurality of mandatory and optional customer attributes; matching the plurality of mandatory and optional customer attributes to a plurality of attributes of available agents; calculating a first affinity score for each available agent that possesses the mandatory customer attributes; determining for each available agent a number of attributes matching the optional customer attributes; ranking the available agents based on the number of matched optional customer attributes; selecting a predetermined number of available agents from the ranked available agents; calculating a second affinity score for each of the selected predetermined number of available agents; combining the first affinity and second affinity score; determining which available agent has the highest combined first affinity and second affinity score; and routing the communication to the available agent having the highest combineType: GrantFiled: November 13, 2019Date of Patent: June 9, 2020Assignee: INCONTACT INC.Inventors: Matthew Lawrence Page, Nicholas Ian Terry, Christopher Garn Seaman
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Publication number: 20200137494Abstract: A separate virtual (e.g. aural) location for one or more interaction or telephony call participants may provide an indication or clue for at least one of the call participants of who is speaking at any one time, reducing errors and misunderstandings during the call. Auditory localization may be used so that participants are heard from separate virtual locations. An audible user interface (AUI) may be produced such that audio presented to the listening user is location-specific, the location being relevant to the user, just as information presented in a graphical user interface (GUI) might be relevant. For example, a plurality of audio streams which are part of an interaction between communicating parties may be accepted, and based on the audio streams, a plurality of audio outputs may be provided, each located at a different location in three-dimensional space.Type: ApplicationFiled: October 29, 2018Publication date: April 30, 2020Applicant: INCONTACT, INC.Inventors: Adam Samuel HORROCKS, Matthew Lawrence PAGE, Nathan Edwin BODEN, Christopher Garn SEAMAN
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Patent number: 10454978Abstract: Methods and systems for reducing latency during conference calls are provided. The method and system can involve a conference call coordinator that evaluates the regions of participants in the call each time a call is added or dropped and transfers the conference call to a media server in the appropriate region.Type: GrantFiled: November 21, 2017Date of Patent: October 22, 2019Assignee: INCONTACT, INC.Inventors: Matthew Lawrence Page, Michael Keith Johnson
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Publication number: 20190158546Abstract: Methods and systems for reducing latency during conference calls are provided. The method and system can involve a conference call coordinator that evaluates the regions of participants in the call each time a call is added or dropped and transfers the conference call to a media server in the appropriate region.Type: ApplicationFiled: November 21, 2017Publication date: May 23, 2019Applicant: INCONTACT, INC.Inventors: Matthew Lawrence PAGE, Michael Keith JOHNSON
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Patent number: 10181220Abstract: A contact center augmented reality system may include a supervisor device, a location tracker, a state monitor, and an augmenter. The supervisor device may include a display to augment a supervisor view of the contact center. The location tracker may monitor agent locations in the contact center and may monitor the supervisor device location in the contact center. The state monitor may monitor a state of agents of the contact center. The augmenter may instruct the display of the supervisor device to display an agent-state augmentation artifact such that a state of a first agent of the contact center is displayed at a location associated with the first agent.Type: GrantFiled: February 9, 2017Date of Patent: January 15, 2019Assignee: NICE LTD.Inventors: Matthew Lawrence Page, Christopher Garn Seaman, Adam Samuel Horrocks, Owen Edwin Graupman, Kacie Mayberry, Sean Arlington Kirkby, Brian Douglas Minert
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Publication number: 20180225874Abstract: A contact center augmented reality system may include a supervisor device, a location tracker, a state monitor, and an augmenter. The supervisor device may include a display to augment a supervisor view of the contact center. The location tracker may monitor agent locations in the contact center and may monitor the supervisor device location in the contact center. The state monitor may monitor a state of agents of the contact center. The augmenter may instruct the display of the supervisor device to display an agent-state augmentation artifact such that a state of a first agent of the contact center is displayed at a location associated with the first agent.Type: ApplicationFiled: February 9, 2017Publication date: August 9, 2018Inventors: Matthew Lawrence PAGE, Christopher Garn SEAMAN, Adam Samuel HORROCKS, Owen Edwin GRAUPMAN, Kacie MAYBERRY, Sean Arlington KIRKBY, Brian Douglas MINERT
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Publication number: 20160162931Abstract: An ordering of advertisements requested by an ad consumer is based on scores generated for the ads. In each case, a score may be a function of at least one performance parameter associated with the ad. The ad consumer may generate presentation information (e.g., a Web page) including advertisements and non-advertisement content (e.g., search results) by (i) accepting the non-advertisement content and advertisements, each of the advertisements including a score, and (ii) combining the non-advertisement content and the advertisements such that relative placements of the advertisements are based on their associated scores.Type: ApplicationFiled: March 29, 2002Publication date: June 9, 2016Inventors: Georges Harik, Lawrence Page, Jane Manning
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Patent number: 9313331Abstract: Methods and apparatus for improving a contact with a customer in a contact handling system by introducing a slower expected communication rate to the contact are disclosed. The method can include communication via a first media having a first communication rate. The method can include ceasing communication via the first media. The method can include beginning communication via a second media having a second communication rate slower than the first communication rate. The method can further include ceasing communication via the second media and beginning communication via a third media having a third communication rate faster than the second communication rate.Type: GrantFiled: November 22, 2011Date of Patent: April 12, 2016Assignee: INCONTACT, INC.Inventors: Brian Douglas Minert, David O. Peterson, Shane Michael Kelly, Matthew Lawrence Page, Aric Whitaker
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Patent number: 9307083Abstract: Methods and apparatus for improving a contact with a customer in a contact handling system by enabling parallel communication via more than one media during a contact are disclosed. The method can include establishing a first connection path with the customer and communicating a first communication with the customer over the first connection path via a first media. The method can include establishing a second connection path with the customer and communicating a second communication with the customer over the second connection path while the first connection path is open over the second communication path via the second media.Type: GrantFiled: January 6, 2012Date of Patent: April 5, 2016Assignee: INCONTACT, INC.Inventors: David O Peterson, Shane Michael Kelly, Matthew Lawrence Page, Brian Douglas Minert
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Patent number: 8913116Abstract: Methods and apparatus for monitoring communication of contacts for identifying contacts for potential supervision are disclosed. The method can include electronically monitoring communication between an agent and a customer associated with a contact. The method can include monitoring the communication for one or more characteristics of the communication. The method can include automatically identifying, based on the one or more characteristics of the communication, that the contact includes a risk of producing a negative customer response. The method can include presenting the identified contact to a supervisor.Type: GrantFiled: January 11, 2012Date of Patent: December 16, 2014Assignee: inContact, Inc.Inventors: Jason Lowry, Matthew Lawrence Page, Taylor Henry White, Nicholas Bauer Ramond, Brian Douglas Minert
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Patent number: 8725726Abstract: A method assigns importance ranks to nodes in a linked database, such as any database of documents containing citations, the world wide web or any other hypermedia database. The rank assigned to a document is calculated from the ranks of documents citing it. In addition, the rank of a document is calculated from a constant representing the probability that a browser through the database will randomly jump to the document. The method is particularly useful in enhancing the performance of search engine results for hypermedia databases, such as the world wide web, whose documents have a large variation in quality.Type: GrantFiled: September 14, 2012Date of Patent: May 13, 2014Assignee: The Board of Trustees of the Leland Stanford Junior UniversityInventor: Lawrence Page
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Patent number: 8521730Abstract: A method assigns importance ranks to nodes in a linked database, such as any database of documents containing citations, the world wide web or any other hypermedia database. The rank assigned to a document is calculated from the ranks of documents citing it. In addition, the rank of a document is calculated from a constant representing the probability that a browser through the database will randomly jump to the document. The method is particularly useful in enhancing the performance of search engine results for hypermedia databases, such as the world wide web, whose documents have a large variation in quality.Type: GrantFiled: May 30, 2012Date of Patent: August 27, 2013Assignee: The Board of Trustees of the Leland Stanford Junior UniversityInventor: Lawrence Page
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Publication number: 20130176413Abstract: Methods and apparatus for monitoring communication of contacts for identifying contacts for potential supervision are disclosed. The method can include electronically monitoring communication between an agent and a customer associated with a contact. The method can include monitoring the communication for one or more characteristics of the communication. The method can include automatically identifying, based on the one or more characteristics of the communication, that the contact includes a risk of producing a negative customer response. The method can include presenting the identified contact to a supervisor.Type: ApplicationFiled: January 11, 2012Publication date: July 11, 2013Applicant: inContact, Inc.Inventors: Jason Lowry, Matthew Lawrence Page, Taylor Henry White, Nicholas Bauer Ramond, Brian Douglas Minert
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Publication number: 20130129073Abstract: Methods and apparatus for improving a contact with a customer in a contact handling system by enabling parallel communication via more than one media during a contact are disclosed. The method can include establishing a first connection path with the customer and communicating a first communication with the customer over the first connection path via a first media. The method can include establishing a second connection path with the customer and communicating a second communication with the customer over the second connection path while the first connection path is open over the second communication path via the second media.Type: ApplicationFiled: January 6, 2012Publication date: May 23, 2013Applicant: inContact, Inc.Inventors: David O. Peterson, Shane Michael Kelly, Matthew Lawrence Page, Brian Douglas Minert
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Patent number: 8396205Abstract: Methods and apparatus for automatically prioritizing contacts in a contact handling system for the purpose of monitoring are disclosed. The method can include a plurality of contacts, each contact being associated with a particular agent and a particular customer. The method can include comparing an attribute associated with each contact to a priority factor. The method can include assigning each contact a supervision priority based on the comparison of the attribute of each contact to the priority factor associated with the attribute. The method can include presenting a first contact of the plurality of contacts to a supervisor at a supervisor workstation based on the priority assigned each contact. The method can include displaying a representation of the first contact at a display associated with the supervisor workstation.Type: GrantFiled: January 11, 2012Date of Patent: March 12, 2013Assignee: Incontact, Inc.Inventors: Jason Lowry, Matthew Lawrence Page, Taylor Henry White, Nicholas Bauer Ramond, Brian Douglas Minert
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Patent number: 8223948Abstract: A multi-tiered communication system for minimizing communication latency for a caller in a remote location who initiates contact with a local data center. The system includes a local data center located in a first location including one or more Interactive Voice Recognition (IVR) functions that are configured for use with a caller who initiates contact with the local data center. The system also includes a remote media server located in a second location. The remote media server is configured to route an incoming call from the caller to the local data center, to route one or more IVR messages to the caller and to connect the caller with an agent for real-time communication. The agent is located in one of the second location or a third location that is substantially closer to the second location than the first location.Type: GrantFiled: August 23, 2010Date of Patent: July 17, 2012Assignee: Incontact, Inc.Inventors: Brian Douglas Minert, Matthew Lawrence Page, Scott Karl Curtis
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Patent number: 8195651Abstract: A method assigns importance ranks to nodes in a linked database, such as any database of documents containing citations, the world wide web or any other hypermedia database. The rank assigned to a document is calculated from the ranks of documents citing it. In addition, the rank of a document is calculated from a constant representing the probability that a browser through the database will randomly jump to the document. The method is particularly useful in enhancing the performance of search engine results for hypermedia databases, such as the world wide web, whose documents have a large variation in quality.Type: GrantFiled: February 2, 2010Date of Patent: June 5, 2012Assignee: The Board of Trustees of the Leland Stanford Junior UniversityInventor: Lawrence Page