Patents by Inventor Ali Aljane
Ali Aljane 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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Publication number: 20190295018Abstract: System and methods are disclosed associated with processing information and/or initiating workflow in a CRM, Sales Force Automation, time and expense reporting system or professional services provider management system, including aggregating, analyzing and/or otherwise processing data related to real world events. According to some embodiments, event data is classified and event data requiring user input is determined, notifications to provide user input for the event data may be transmitted, and/or various features of follow-on workflow or launching follow-on workflow may be initiated, facilitated or provided. Various implementations also relate to classification, splitting events, merging events, time extensions/exceptions for processing events, processing of corollary events and the provision of chronologically organized historical records of interactions between groups of users and individuals or companies.Type: ApplicationFiled: January 3, 2019Publication date: September 26, 2019Inventors: Eli BORODOW, Imed YAHMADI, Ali ALJANE, Eric BARANES, Andrew BORODOW
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Publication number: 20190034854Abstract: Systems and methods are disclosed associated with classifying, processing and interpreting information based on the aggregation and/or analysis of fact-based data events. Some implementations include associated notifications, reports and/or dispute resolution mechanisms.Type: ApplicationFiled: March 21, 2018Publication date: January 31, 2019Inventors: Eli Borodow, Imed Yahmadi, Ali Aljane, Eric Baranes, Andrew Borodow
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Patent number: 10181106Abstract: System and methods are disclosed associated with processing information and/or initiating workflow in a CRM, Sales Force Automation, time and expense reporting system or professional services provider management system, including aggregating, analyzing and/or otherwise processing data related to real world events. According to some embodiments, event data is classified and event data requiring user input is determined, notifications to provide user input for the event data may be transmitted, and/or various features of follow-on workflow or launching follow-on workflow may be initiated, facilitated or provided. Various implementations also relate to classification, splitting events, merging events, time extensions/exceptions for processing events, processing of corollary events and the provision of chronologically organized historical records of interactions between groups of users and individuals or companies.Type: GrantFiled: December 3, 2014Date of Patent: January 15, 2019Inventors: Eli Borodow, Imed Yahmadi, Ali Aljane, Eric Baranes, Andrew Borodow
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Patent number: 9959513Abstract: Systems and methods are disclosed associated with classifying, processing and interpreting information based on the aggregation and/or analysis of fact-based data events. Some implementations include associated notifications, reports and/or dispute resolution mechanisms.Type: GrantFiled: May 29, 2013Date of Patent: May 1, 2018Assignee: Ophio Software, Inc.Inventors: Eli Borodow, Imed Yahmadi, Ali Aljane, Eric Baranes, Andrew Borodow
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Publication number: 20150154524Abstract: System and methods are disclosed associated with processing information and/or initiating workflow in a CRM, Sales Force Automation, time and expense reporting system or professional services provider management system, including aggregating, analyzing and/or otherwise processing data related to real world events. According to some embodiments, event data is classified and event data requiring user input is determined, notifications to provide user input for the event data may be transmitted, and/or various features of follow-on workflow or launching follow-on workflow may be initiated, facilitated or provided. Various implementations also relate to classification, splitting events, merging events, time extensions/exceptions for processing events, processing of corollary events and the provision of chronologically organized historical records of interactions between groups of users and individuals or companies.Type: ApplicationFiled: December 3, 2014Publication date: June 4, 2015Inventors: Eli BORODOW, Imed YAHMADI, Ali ALJANE, Eric BARANES, Andrew BORODOW
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Patent number: 8885812Abstract: Embodiments of the present invention provide a robust customer service environment employing “Key Performance Indicators” (KPIs), which represent both customer interaction experiences and also the overall efficacy of agent performance on an interaction-by-interaction basis. A KPI can be any metric for measuring a category of information related to a call center interaction, e.g., customer satisfaction or agent ability/performance. Input from customer experiences is catalogued and linked to one or more KPIs. Key performance indicators are associated with a key performance indicator template, which is linked with a project comprising routing rules, triggers, and specific actions that are driven as a result of the key performance indicator template. The project may be a phone/IVR project, Web CallBack project, email project, or a Chat project. Execution of the key performance indicator template triggers pre-, during, and/or post-call, -chat, -CallBack, or -email input from a call center user.Type: GrantFiled: March 15, 2006Date of Patent: November 11, 2014Assignee: Oracle International CorporationInventors: Edwin Kenneth Margulies, Eli Ben Borodow, Ran Ezerzer, Ali Aljane, William Scott Seebauer
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Publication number: 20140046711Abstract: Systems and methods are disclosed associated with classifying, processing and interpreting information based on the aggregation and/or analysis of fact-based data events. Some implementations include associated notifications, reports and/or dispute resolution mechanisms.Type: ApplicationFiled: May 29, 2013Publication date: February 13, 2014Inventors: Eli BORODOW, Imed YAHMADI, Ali ALJANE, Eric BARANES, Andrew BORODOW
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Patent number: 8583466Abstract: The present invention facilitates the creation and implementation of Workflow Templates and also the designation of linkage between these templates and specific projects dealing with different media type handling. Workflow Templates are used to automatically generate user interface views which will be used by agents, knowledge workers, supervisors and customers. Such Workflow Templates provide the means to create, define and store the name and definition of and “trigger points” for each workflow item. The trigger points for when a document is used are also determined when creating the template. Further, in creating a Workflow Templates the administrator can instruct the system to save scripts associated with the template that can be saved as XML, EDI, JSP, CGI, VXML, etc. so as to be able to automatically generate documents or logic flows consistent with the target media type for the anticipated interactions with customers.Type: GrantFiled: March 21, 2006Date of Patent: November 12, 2013Assignee: Oracle International CorporationInventors: Edwin Kenneth Margulies, Eli Ben Borodow, Ran Ezerzer, Ali Aljane, William Scott Seebauer, Imed Yahmadi
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Patent number: 8549107Abstract: A distributed communication center configured to handle a plurality of communications includes a user zone, a web zone, and a network zone. The user zone includes a plurality of remote terminals that enable communication center personnel and end users to remotely interface with the distributed communication center through the web zone. The web zone includes one or more web servers configured and one or more mail servers to interface the remote terminals in the user zone with the network zone. The network zone includes one or more telephony servers and one or more application servers.Type: GrantFiled: May 6, 2011Date of Patent: October 1, 2013Assignee: Oracle International CorporationInventors: Ran Ezerzer, Ali Aljane, Pierre St-Cyr, Imed Yahmadi, Eli B. Borodow, Edwin Kenneth Margulies, Pablo M. Rodriguez
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Patent number: 8346942Abstract: A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email messages. The architecture provides for sharing of non-dedicated resources among multiple companies, mirrored hot backup, dynamic resource provisioning and allocation, dynamic load balancing, and implementation of service controls on individual companies in accordance with subscription service limits.Type: GrantFiled: June 18, 2009Date of Patent: January 1, 2013Assignee: Oracle International CorporationInventors: Ran Ezerzer, Roberto Armando Portillo Jarquin, Ali Aljane, Eli Ben Borodow, Gerald Augustin Holly, Jr., Edwin Kenneth Margulies
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Publication number: 20110213860Abstract: A distributed communication center configured to handle a plurality of communications includes a user zone, a web zone, and a network zone. The user zone includes a plurality of remote terminals that enable communication center personnel and end users to remotely interface with the distributed communication center through the web zone. The web zone includes one or more web servers configured and one or more mail servers to interface the remote terminals in the user zone with the network zone. The network zone includes one or more telephony servers and one or more application servers.Type: ApplicationFiled: May 6, 2011Publication date: September 1, 2011Inventors: Ran Ezerzer, Ali Aljane, Pierre St-Cyr, Imed Yahmadi, Eli B. Borodow, Edwin Kenneth Margulies, Pablo M. Rodriguez
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Patent number: 7962644Abstract: A distributed communication center configured to handle a plurality of communications includes a user zone, a web zone, and a network zone. The user zone includes a plurality of remote terminals that enable communication center personnel and end users to remotely interface with the distributed communication center through the web zone. The web zone includes one or more web servers configured and one or more mail servers to interface the remote terminals in the user zone with the network zone. The network zone includes one or more telephony servers and one or more application servers.Type: GrantFiled: August 28, 2002Date of Patent: June 14, 2011Assignee: Oracle International CorporationInventors: Ran Ezerzer, Ali Aljane, Pierre St-Cyr, Imed Yahmadi, Eli B. Borodow, Edwin Kenneth Margulies, Pablo M. Rodriguez
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Publication number: 20100014511Abstract: A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email messages. The architecture provides for sharing of non-dedicated resources among multiple companies, mirrored hot backup, dynamic resource provisioning and allocation, dynamic load balancing, and implementation of service controls on individual companies in accordance with subscription service limits.Type: ApplicationFiled: June 18, 2009Publication date: January 21, 2010Applicant: Oracle International CorporationInventors: Ran Ezerzer, Roberto Armando Portillo Jarquin, Ali Aljane, Eli Ben Borodow, Gerald Augustin Holly, JR., Edwin Kenneth Margulies
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Patent number: 7568038Abstract: A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email messages. The architecture provides for sharing of non-dedicated resources among multiple companies, mirrored hot backup, dynamic resource provisioning and allocation, dynamic load balancing, and implementation of service controls on individual companies in accordance with subscription service limits.Type: GrantFiled: December 17, 2003Date of Patent: July 28, 2009Assignee: Oracle International CorporationInventors: Ran Ezerzer, Roberto Armando Portillo Jarquin, Ali Aljane, Eli Ben Borodow, Gerald Augustin Holly, Jr., Edwin Kenneth Margulies
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Patent number: 7366293Abstract: A network-based call center for managing a company's interactions with its customers uses resources supplied by an application service provider. The call center stores sensitive information on a database within the company's private network, behind a firewall. When a call center resource or another client or server obtains new sensitive information, the resource writes the information to the database and then erases the information. When a resource needs sensitive information stored on the database, the resource requests the information from the database, uses it, and then erases the information. The call center further provides a browser-based tool, running on the Internet, for enabling non-technical personnel of the company to provision a call center from the resources of the application service provider.Type: GrantFiled: March 2, 2001Date of Patent: April 29, 2008Assignee: Oracle Sytems CorporationInventors: Ran Ezerzer, Gerald Augustin Holly, Jr., Roberto Armando Portillo Jarquin, Ali Aljane, Eli Ben Borodow
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Publication number: 20070038499Abstract: The present invention facilitates the creation and implementation of Workflow Templates and also the designation of linkage between these templates and specific projects dealing with different media type handling. Workflow Templates are used to automatically generate user interface views which will be used by agents, knowledge workers, supervisors and customers. Such Workflow Templates provide the means to create, define and store the name and definition of and “trigger points” for each workflow item. The trigger points for when a document is used are also determined when creating the template. Further, in creating a Workflow Templates the administrator can instruct the system to save scripts associated with the template that can be saved as XML, EDI, JSP, CGI, VXML, etc. so as to be able to automatically generate documents or logic flows consistent with the target media type for the anticipated interactions with customers.Type: ApplicationFiled: March 21, 2006Publication date: February 15, 2007Inventors: Edwin Margulies, Eli Borodow, Ran Ezerzer, Ali Aljane, William Seebauer, Imed Yahmadi
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Publication number: 20060262922Abstract: The present invention provides a robust customer service environment employing “Key Performance Indicators” (KPIs), which represent both customer interaction experiences and also the overall efficacy of agent performance on an interaction-by-interaction basis. A KPI can be any metric for measuring a category of information related to a call center interaction, e.g., customer satisfaction or agent ability/performance. Input from customer experiences, whether originating from the customer, agent, or agent supervisor, is catalogued and linked to one or more KPIs. Key performance indicators are associated with a key performance indicator template, which is linked with a project comprising routing rules, triggers, and specific actions that are driven as a result of the key performance indicator template. The project may be a phone/IVR project, Web CallBack project, email project, or a Chat project.Type: ApplicationFiled: March 15, 2006Publication date: November 23, 2006Applicant: TELEPHONY@WORK, INC.Inventors: Edwin Margulies, Eli Borodow, Ran Ezerzer, Ali Aljane, William Seebauer
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Patent number: 6697858Abstract: A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email messages. The architecture provides for sharing of non-dedicated resources among multiple companies, mirrored hot backup, dynamic resource provisioning and allocation, dynamic load balancing, and implementation of service controls on individual companies in accordance with subscription service limits.Type: GrantFiled: August 14, 2000Date of Patent: February 24, 2004Assignee: Telephony@WorkInventors: Ran Ezerzer, Roberto Armando Portillo Jarquin, Ali Aljane, Eli Ben Borodow, Gerald Augustin Holly, Jr., Edwin Kenneth Margulies
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Publication number: 20030093533Abstract: A network-based call center for managing a company's interactions with its customers uses resources supplied by an application service provider. The call center stores sensitive information on a database within the company's private network, behind a firewall. When a call center resource or another client or server obtains new sensitive information, the resource writes the information to the database and then erases the information. When a resource needs sensitive information stored on the database, the resource requests the information from the database, uses it, and then erases the information. The call center further provides a browser-based tool, running on the Internet, for enabling non-technical personnel of the company to provision a call center from the resources of the application service provider.Type: ApplicationFiled: March 2, 2001Publication date: May 15, 2003Inventors: Ran Ezerzer, Gerald Augustin Holly, Roberto Armando Portillo Jarquin, Ali Aljane, Eli Ben Borodow