Patents by Inventor Cuong Do-Vu

Cuong Do-Vu 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).

  • Enterprise-wide split function IVR callback system
    Patent number: 9398155
    Abstract: A system related to connecting customers to agents of a business includes an inbound (INB) interactive voice response (IVR) computer, an outbound (OUTB) IVR, and a computer telephony interface (CTI) computer. The INB IVR computer receives an inbound call from a customer and determines that there is a delay in a call queue of a call center. The OUTB IVR places an agent outbound call (on behalf of the customer) to the INB IVR which is then placed into the queue of the call center in response to the customer selecting a call-back option. The CTI computer then monitors the call center, and sends a notification to the OUTB IVR processor in response to the agent outbound call connecting to the available agent. Responsive to the notification, the OUTB IVR computer places a customer outbound call to the customer to connect the customer to the available agent.
    Type: Grant
    Filed: September 3, 2014
    Date of Patent: July 19, 2016
    Assignee: VERIZON PATENT AND LICENSING INC.
    Inventors: Michael Brimshan, Thomas Robert Hessel, Jonathan Doucette, Cuong Do-Vu
  • ENTERPRISE-WIDE SPLIT FUNCTION IVR CALLBACK SYSTEM
    Publication number: 20160065739
    Abstract: A system related to connecting customers to agents of a business includes an inbound (INB) interactive voice response (IVR) computer, an outbound (OUTB) IVR, and a computer telephony interface (CTI) computer. The INB IVR computer receives an inbound call from a customer and determines that there is a delay in a call queue of a call center. The OUTB IVR places an agent outbound call (on behalf of the customer) to the INB IVR which is then placed into the queue of the call center in response to the customer selecting a call-back option. The CTI computer then monitors the call center, and sends a notification to the OUTB IVR processor in response to the agent outbound call connecting to the available agent. Responsive to the notification, the OUTB IVR computer places a customer outbound call to the customer to connect the customer to the available agent.
    Type: Application
    Filed: September 3, 2014
    Publication date: March 3, 2016
    Inventors: Michael Brimshan, Thomas Robert Hessel, Jonathan Doucette, Cuong Do-Vu