Patents Assigned to VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLC
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Patent number: 11483430Abstract: A system and method for mobile device active callback prioritization, utilizing a callback prioritization engine operating on a user's mobile device for integration through the operating system and software applications operating on the device, wherein the callback prioritization engine intercepts data or voice messages sent to the mobile device, assigns the intercepted messages to a lobby construct, retrieves and aggregates data related to the assigned messages, inputs the assigned data message and aggregate data into one or more machine learning algorithms wherein the algorithms may analyze the input data, the results of the analysis may be used to compute a priority score for the assigned data message, and generates a callback list from the computed prioritization score.Type: GrantFiled: January 10, 2022Date of Patent: October 25, 2022Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventors: Matthew DiMaria, Matthew Donaldson Moller, Thomas Spencer McCarthy-Howe, Shannon Lekas
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Patent number: 11431851Abstract: A system and method for secure storage and management of transitory data, comprising at least a profile manager, a callback manager, a context analysis engine, and a vault manager, which allows a user to create a data container to store data preferences, which encrypts the data stored within a data container, which creates a password for accessing the data container, which temporarily stores the data container, which manages data container interactions between the system user and a second user, such as a business enterprise, and which establishes default preferences and creates a default container based upon context content data.Type: GrantFiled: August 27, 2021Date of Patent: August 30, 2022Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventors: Matthew DiMaria, Matthew Donaldson Moller, Thomas Spencer McCarthy-Howe, Shannon Lekas
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Intermediary device for data message network routing and enhancement in a contact center environment
Patent number: 11431847Abstract: An intermediary device to enhance and route data messages between end user and contact center agent computing devices in a contact center environment is provided. The intermediary device can be disposed in a data communication path of a contact center between an electronic communications network and a contact center agent computing device. The intermediary device can include a data message replication mechanism, a data message aggregator mechanism, or a data message analysis mechanism. The intermediary device can receive a data message. The data message replication mechanism can intercept and replicate the data message to generate a replicated data message. The data message analysis mechanism can generate, from the replicated data message, derivative content. The data message aggregator mechanism can combine the derivative content with the data message to create an enhanced data message that can be provided to the contact center agent computing device in the contact center environment.Type: GrantFiled: October 2, 2019Date of Patent: August 30, 2022Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventors: Thomas Spencer McCarthy-Howe, Gary George Brandt -
Patent number: 11418650Abstract: A system and method for optimizing callback times to increase the success rate of callbacks while managing overflow of calls to alternate sites when callbacks are unsuccessful. The system and method use a pacing algorithm to determine when callbacks are likely to be successful from a preferred contact site, routing to alternate callback sites when callbacks are unsuccessful, and preferences for re-routing back to the preferred site when a callback is successful and the agent with whom the caller has interacted previously is available.Type: GrantFiled: December 1, 2021Date of Patent: August 16, 2022Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventors: Matthew Donaldson Moller, Matthew DiMaria, Shannon Lekas, Kurt Nelson, Nicholas James Kennedy, Kevin Shinseki, Robert Harpley
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Patent number: 11394830Abstract: A system and method for hybrid callback management with biometric authentication, utilizing callback cloud and are on-premise callback system, allowing users to be verified via his or her biometrics, and also allowing brands to utilize a hybrid system that protects against any premise outages or cloud service faults and failures by introducing redundancies and co-maintenance of data key to callback execution.Type: GrantFiled: December 9, 2021Date of Patent: July 19, 2022Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventors: Matthew Donaldson Moller, Matthew DiMaria, Shannon Lekas, Kurt Nelson, Nicholas James Kennedy, Kevin Shinseki, Robert Harpley
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Patent number: 11394829Abstract: A system and method for callback management, utilizing a callback cloud, a digital ledger, and smart callback contracts, brokering user to user communications and session establishment using an automated workflow built upon extensible root smart contract templates which can be configured to connect various users and brands. The system may comprise callback cloud, that may further comprise a callback manager, a brand interface server, arm interaction manager, a media server, one or more blockchain digital ledgers, and various smart contracts which are used to autonomously respond to received user requests.Type: GrantFiled: December 1, 2021Date of Patent: July 19, 2022Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventors: Matthew Donaldson Moller, Matthew DiMaria, Shannon Lekas, Kurt Nelson, Nicholas James Kennedy, Kevin Shinseki, Robert Harpley
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Patent number: 11356559Abstract: A system for providing chat-based customer callbacks, wherein a callback application server transmits prompts and receives requests for customer callbacks, an interaction manager determines agent availability and arranges callback handling, and a session management server initiates callbacks, and methods for providing chat-based customer callbacks using the system of the invention.Type: GrantFiled: April 22, 2021Date of Patent: June 7, 2022Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventor: Kevin Shinseki
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Patent number: 11232487Abstract: A system for integrated consumer interaction via media broadcast, comprising an immediate communication system that communicated with a media provider and a communications system, wherein the consumer submits a request to a content provider for interaction that is then handled by the immediate communication to establish an interaction with a communication system, and a method for providing integrated consumer interaction.Type: GrantFiled: September 8, 2020Date of Patent: January 25, 2022Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventor: Mark J. Williams
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Patent number: 11223725Abstract: A system and method for mobile device active callback prioritization, utilizing a callback prioritization engine operating on a user's mobile device for integration through the operating system and software applications operating on the device, wherein the callback prioritization engine intercepts data or voice messages sent to the mobile device, assigns the intercepted messages to a lobby construct, retrieves and aggregates data related to the assigned messages, inputs the assigned data message and aggregate data into one or more machine learning algorithms wherein the algorithms may analyze the input data, the results of the analysis may be used to compute a priority score for the assigned data message, and generates a callback list from the computed prioritization score.Type: GrantFiled: July 30, 2021Date of Patent: January 11, 2022Assignee: Virtual Hold Technology Solutions, LLCInventors: Matthew DiMaria, Matthew Donaldson Moller, Thomas Spencer McCarthy-Howe, Shannon Lekas
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Patent number: 11146517Abstract: An intermediary device disposed in a contact center environment is provided. The intermediary device can receive a first data message. A lobby assignment mechanism can assign the first data message to a default lobby construct, and can obtain, from a contact center agent computing device, an indication of assignment of the first data message to a destination lobby construct that is different than the default lobby construct. The lobby assignment mechanism can link the first data message with the destination lobby construct based on a characteristic of the first data message. The intermediary device can receive a second data message, and can bypass the default lobby construct to assign the second data message to the destination lobby construct based on a characteristic of the second data message and the characteristic of the first data message.Type: GrantFiled: July 26, 2019Date of Patent: October 12, 2021Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventors: Thomas Spencer McCarthy-Howe, Gary George Brandt
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Patent number: 11115533Abstract: A method for unified cross-channel communications comprising a plurality of network-connected user devices, a plurality of communication channels that receive and handle interactions from user devices, and a virtual communications interceptor that connects to the communications channels and intercepts or otherwise receives data from them according to various means and provides connections between the communication channels.Type: GrantFiled: July 24, 2019Date of Patent: September 7, 2021Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventors: Mark J. Williams, Jeremy Starcher, Kevin Shinseki
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Patent number: 11032424Abstract: A system and method for hybrid callback management and failure recovery, utilizing a callback cloud and an on-premise callback system, allowing brands to utilize a hybrid system that protects against any premise outages or cloud service faults and failures by introducing redundancies and co-maintenance of data key to callback execution.Type: GrantFiled: September 3, 2020Date of Patent: June 8, 2021Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventors: Matthew Donaldson Moller, Matthew DiMaria, Shannon Lekas, Kurt Nelson, Nicholas James Kennedy, Kevin Shinseki, Robert Harpley
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Patent number: 11012568Abstract: A system for providing chat-based customer callbacks, wherein a callback application server transmits prompts and receives requests for customer callbacks, an interaction manager determines agent availability and arranges callback handling, and a session management server initiates callbacks, and methods for providing chat-based customer callbacks using the system of the invention.Type: GrantFiled: August 8, 2018Date of Patent: May 18, 2021Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventor: Kevin Shinseki
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Patent number: 10992811Abstract: A system and method for intent-based active callback management, utilizing a cloud callback system comprising at least a profile manager, callback manager, interaction manager, media server, and environment analyzer, allowing users to call businesses, agents in contact centers, or other users who are connected to a cloud callback system, and, failing to connect to the individual they called, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available.Type: GrantFiled: March 31, 2020Date of Patent: April 27, 2021Assignee: Virtual Hold Technology Solutions, LLCInventors: Matthew Donaldson Moller, Matthew DiMaria, Shannon Lekas, Kurt Nelson, Nicholas James Kennedy, Brian Galvin
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Patent number: 10970348Abstract: A system for contact information integration with search results, comprising a queue manager; an enterprise communications system; and a search engine. Upon receipt of search query from a user, the search engine submits a request to the queue manager. The queue manager: obtains from the enterprise communications system a communications status comprising an estimated wait time; sends a notification to the search engine advising the search engine of the estimated wait time for service; and upon receiving from the search engine a request to generate a callback to the user from the enterprise of a specific communications type, directing an enterprise communications system of the enterprise that is associated with the specific communications type to initiate a callback to the user from whom the search engine query was received in response to the callback request received from the search engine.Type: GrantFiled: May 12, 2020Date of Patent: April 6, 2021Assignee: Virtual Hold Technology Solutions, LLCInventor: Mark J. Williams
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Patent number: 10902367Abstract: A system for enhanced customer experience workflows, comprising a workflow integration server configured to receive at least a plurality of customer interaction information, and configured to produce at least a plurality of interaction workflow events based at least in part on at least a portion of the customer interaction information, and configured to transmit at least a portion of the interaction workflow events via a network; wherein at least a portion of the customer interaction information is received from a customer interaction system, and at least a portion of the interaction workflow events are produced automatically, and at least a portion of the customer interaction information is received while an interaction is in progress, and at least a portion of the workflow events are produced and transmitted while the interaction is in progress.Type: GrantFiled: February 28, 2017Date of Patent: January 26, 2021Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventor: Wayne Bevan
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Patent number: 10805468Abstract: A system for providing integrated contact information with search results, comprising a plurality of contact centers, each comprising at least a plurality of contact agents; a callback cloud, comprising at least a plurality of contact agents; a queue manager, comprising at least a software components operating and stored on a computing device; wherein the contact agents receive and respond to customer interactions; further wherein the queue manager monitors contact agent availability; further wherein the queue manager receives interaction requests; and further wherein the queue manager provides queue information to interaction requestors.Type: GrantFiled: August 13, 2019Date of Patent: October 13, 2020Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventor: Mark J. Williams
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Patent number: 10769668Abstract: A system for integrated consumer interaction via media broadcast, comprising an immediate communication system that communicated with a media provider and a communications system, wherein the consumer submits a request to a content provider for interaction that is then handled by the immediate communication to establish an interaction with a communication system, and a method for providing integrated consumer interaction.Type: GrantFiled: April 8, 2014Date of Patent: September 8, 2020Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventor: Mark J Williams
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Patent number: 10735589Abstract: A system and method for mobile device active callback integration, utilizing a callback integration engine operating on a user's mobile device that present a callback token for integration through the operating system and software applications operating on the device, wherein interacting with the callback token produces a callback object used to execute a callback incorporating device hardware, context, scheduling, and trust information.Type: GrantFiled: September 26, 2019Date of Patent: August 4, 2020Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventors: Matthew Donaldson Moller, Matthew DiMaria, Shannon Lekas, Kurt Nelson, Nicholas James Kennedy, Brian Galvin
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Patent number: 10650070Abstract: A system for contact information integration with search results, comprising a queue manager; an enterprise communications system; and a search engine. Upon receipt of search query from a user, the search engine submits a request to the queue manager. The queue manager: obtains from the enterprise communications system a communications status comprising an estimated wait time; sends a notification to the search engine advising the search engine of the estimated wait time for service; and upon receiving from the search engine a request to generate a callback to the user from the enterprise of a specific communications type, directing an enterprise communications system of the enterprise that is associated with the specific communications type to initiate a callback to the user from whom the search engine query was received in response to the callback request received from the search engine.Type: GrantFiled: October 31, 2017Date of Patent: May 12, 2020Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventor: Mark J Williams