Patents by Inventor Jon W. Ezrine

Jon W. Ezrine 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).

  • Real-time agent assistance
    Patent number: 8411841
    Abstract: Some general aspects of the invention relate to systems and methods for improving contact center agent performance, for instance, by integrating real-time call monitoring with speech analytics to present agents with information useful to the handling of the current calls. In some implementations, phonetically based speech analysis techniques are applied to process live audio streams to identify key words and/or phrases of relevance, based on which knowledge articles can be selectively presented to agents to drive more efficient business processes.
    Type: Grant
    Filed: July 16, 2010
    Date of Patent: April 2, 2013
    Assignee: Nexidia Inc.
    Inventors: Gordon Edwards, John Willcutts, Jon W. Ezrine, Marsal Gavalda
  • REAL-TIME AGENT ASSISTANCE
    Publication number: 20110033036
    Abstract: Some general aspects of the invention relate to systems and methods for improving contact center agent performance, for instance, by integrating real-time call monitoring with speech analytics to present agents with information useful to the handling of the current calls. In some implementations, phonetically based speech analysis techniques are applied to process live audio streams to identify key words and/or phrases of relevance, based on which knowledge articles can be selectively presented to agents to drive more efficient business processes.
    Type: Application
    Filed: July 16, 2010
    Publication date: February 10, 2011
    Applicant: Nexidia Inc.
    Inventors: Gordon Edwards, John Willcutts, Jon W. Ezrine, Marsal Gavalda