Patents by Inventor Laurence J. Fromm

Laurence J. Fromm 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).

  • Customer interaction system
    Patent number: 6778660
    Abstract: An improved contact center is disclosed in which voice contacts may be processed by agents simultaneously by storing incoming voice and responding to it in near real time. The technique permits an agent at a contact center to process incoming voice contacts in near real time, but to simultaneously handle plural customers in a manner similar to that utilized in web chat applications.
    Type: Grant
    Filed: April 6, 2001
    Date of Patent: August 17, 2004
    Assignee: Concerto Software, Inc.
    Inventor: Laurence J. Fromm
  • Method and apparatus for controlling a contact center
    Patent number: 6766011
    Abstract: A switching apparatus for a contact center is integrated into a legacy contact center including a PBX. The switching capacity of both of the PBX and the switch are utilized efficiently by handing off controller specific desktop agents between the central processor and the PBX.
    Type: Grant
    Filed: June 16, 2000
    Date of Patent: July 20, 2004
    Assignee: Concerto Software, Inc.
    Inventor: Laurence J. Fromm
  • Method and apparatus for controlling a contact center
    Publication number: 20030210777
    Abstract: A switching apparatus for a contact center is integrated into a legacy contact center including a PBX. The switching capacity of both of the PBX and the switch are utilized efficiently by handing off controller specific desktop agents between the central processor and the PBX.
    Type: Application
    Filed: June 11, 2003
    Publication date: November 13, 2003
    Applicant: Cellit, Inc.
    Inventor: Laurence J. Fromm
  • Method and apparatus for controlling a contact center
    Publication number: 20030198332
    Abstract: A switching apparatus for a contact center is integrated into a legacy contact center including a PBX. The switching capacity of both of the PBX and the switch are utilized efficiently by handing off controller specific desktop agents between the central processor and the PBX.
    Type: Application
    Filed: June 11, 2003
    Publication date: October 23, 2003
    Applicant: Cellit, Inc.
    Inventor: Laurence J. Fromm
  • Method and apparatus for controlling a contact center
    Publication number: 20030198333
    Abstract: A switching apparatus for a contact center is integrated into a legacy contact center including a PBX. The switching capacity of both of the PBX and the switch are utilized efficiently by handing off controller specific desktop agents between the central processor and the PBX.
    Type: Application
    Filed: June 11, 2003
    Publication date: October 23, 2003
    Applicant: Cellit, Inc.
    Inventor: Laurence J. Fromm
  • Customer interaction system
    Publication number: 20020146110
    Abstract: An improved contact center is disclosed in which voice contacts may be processed by agents simultaneously by storing incoming voice and responding to it in near real time. The technique permits an agent at a contact center to process incoming voice contacts in near real time, but to simultaneously handle plural customers in a manner similar to that utilized in web chat applications.
    Type: Application
    Filed: April 6, 2001
    Publication date: October 10, 2002
    Inventor: Laurence J. Fromm
  • Data network with voice verification means
    Patent number: 6266640
    Abstract: A technique for verifying a user's voice prior to permitting the user to conduct a business transaction over a data network. An order is received via the data network, and a voice verification unit is contacted to (i) access a prestored voice print, (ii) obtain a present voice sample from the consumer desiring the transaction and compare said present voice sample to the prestored voice sample, and (iii) issue a signal indicating whether the voice correctly verifies.
    Type: Grant
    Filed: August 6, 1996
    Date of Patent: July 24, 2001
    Assignee: Dialogic Corporation
    Inventor: Laurence J. Fromm