Patents Assigned to The Plum Group
  • Interactive voice response system and method with common interface and intelligent agent monitoring
    Patent number: 9020139
    Abstract: A modular interactive voice recognition (“IVR”) overlay system and a method of processing calls. The system provides an application server, a plurality of agent workstations and a graphical user interface (“GUI”) to allow a hybrid approach to processing calls using an automated IVR and live agents. The system and method allow a single agent to process multiple calls simultaneously and is compatible with existing IVR systems and can be implemented as an add-on to existing IVR systems.
    Type: Grant
    Filed: June 13, 2014
    Date of Patent: April 28, 2015
    Assignee: The Plum Group, Inc.
    Inventors: Matthew J. Ervin, Matthew Jones, Andrew Kuan
  • Interactive voice response system and method with common interface and intelligent agent monitoring
    Patent number: 8755513
    Abstract: A modular interactive voice recognition (“IVR”) overlay system and a method of processing calls. The system provides an application server, a plurality of agent workstations and a graphical user interface (“GUI”) to allow a hybrid approach to processing calls using an automated IVR and live agents. The system and method allow a single agent to process multiple calls simultaneously and is compatible with existing IVR systems and can be implemented as an add-on to existing IVR systems.
    Type: Grant
    Filed: October 28, 2013
    Date of Patent: June 17, 2014
    Assignee: The Plum Group, Inc.
    Inventors: Matthew J. Ervin, Matthew Jones, Andrew Kuan
  • INTERACTIVE VOICE RESPONSE SYSTEM AND METHOD WITH COMMON INTERFACE AND INTELLIGENT AGENT MONITORING
    Publication number: 20140079208
    Abstract: A modular interactive voice recognition (“IVR”) overlay system and a method of processing calls. The system provides an application server, a plurality of agent workstations and a graphical user interface (“GUI”) to allow a hybrid approach to processing calls using an automated IVR and live agents. The system and method allow a single agent to process multiple calls simultaneously and is compatible with existing IVR systems and can be implemented as an add-on to existing IVR systems.
    Type: Application
    Filed: October 28, 2013
    Publication date: March 20, 2014
    Applicant: The Plum Group
    Inventors: Matthew J. Ervin, Matthew Jones, Andrew Kuan
  • Interactive voice response system and method with common interface and intelligent agent monitoring
    Patent number: 8571200
    Abstract: A modular interactive voice recognition (“IVR”) overlay system and a method of processing calls. The system provides an application server, a plurality of agent workstations and a graphical user interface (“GUI”) to allow a hybrid approach to processing calls using an automated IVR and live agents. The system and method allow a single agent to process multiple calls simultaneously and is compatible with existing IVR systems and can be implemented as an add-on to existing IVR systems.
    Type: Grant
    Filed: May 29, 2009
    Date of Patent: October 29, 2013
    Assignee: The Plum Group, Inc.
    Inventors: Matthew J. Ervin, Matthew Jones, Andrew Kuan
  • INTERACTIVE VOICE RESPONSE SYSTEM AND METHOD WITH COMMON INTERFACE AND INTELLIGENT AGENT MONITORING
    Publication number: 20100091960
    Abstract: A modular interactive voice recognition (“IVR”) overlay system and a method of processing calls. The system provides an application server, a plurality of agent workstations and a graphical user interface (“GUI”) to allow a hybrid approach to processing calls using an automated IVR and live agents. The system and method allow a single agent to process multiple calls simultaneously and is compatible with existing IVR systems and can be implemented as an add-on to existing IVR systems.
    Type: Application
    Filed: May 29, 2009
    Publication date: April 15, 2010
    Applicant: The Plum Group, Inc.
    Inventors: Matthew J. Ervin, Matthew Jones, Andrew Kuan