Patents by Inventor Laurie Edward Mersereau

Laurie Edward Mersereau 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).

  • Method and system for coordinating data and voice communications via customer contact channel changing system
    Patent number: 8438314
    Abstract: This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call center ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.
    Type: Grant
    Filed: December 12, 2006
    Date of Patent: May 7, 2013
    Assignee: Pragmatus Telecom, LLC
    Inventors: Thomas Howard Bateman, Bruce Edward Kierstead, William Alexander Noble, Timothy Lee Curry, John Alan Lockett, Laurie Edward Mersereau, Robert James Ouellette
  • Method and system for coordinating data and voice communications via contact channel changing system
    Patent number: 7159043
    Abstract: This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call center ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web ) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.
    Type: Grant
    Filed: September 17, 2003
    Date of Patent: January 2, 2007
    Assignee: Innovatia, Inc.
    Inventors: Thomas Howard Bateman, Bruce Edward Kierstead, William Alexander (Sandy) Noble, Timothy Lee Curry, John Alan Lockett, Laurie Edward Mersereau, Robert James Ouellette
  • Method and system for coordinating data and voice communications via customer contact channel changing system
    Publication number: 20040059841
    Abstract: This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call centre ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web ) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.
    Type: Application
    Filed: September 17, 2003
    Publication date: March 25, 2004
    Applicant: Innovatia, Inc.
    Inventors: Thomas Howard Bateman, Bruce Edward Kierstead, William Alexander(Sandy) Noble, Timothy Lee Curry, John Alan Lockett, Laurie Edward Mersereau, Robert James Ouellette
  • Method and system for coordinating data and voice communications via customer contact channel changing system over IP
    Patent number: 6668286
    Abstract: This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call center ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.
    Type: Grant
    Filed: September 13, 2001
    Date of Patent: December 23, 2003
    Assignee: Innovatia, Inc.
    Inventors: Thomas Howard Bateman, Bruce Edward Kierstead, William Alexander (Sandy) Noble, Timothy Lee Curry, John Alan Lockett, Laurie Edward Mersereau, Robert James Ouellette
  • Method and system for coordinating data and voice communications via customer contract channel changing system using voice over IP
    Publication number: 20020032809
    Abstract: This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call centre ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.
    Type: Application
    Filed: September 13, 2001
    Publication date: March 14, 2002
    Inventors: Thomas Howard Bateman, Bruce Edward Kierstead, William Alexander Noble, Timothy Lee Curry, John Alan Lockett, Laurie Edward Mersereau, Robert James Ouellette
  • Method and system for coordinating data and voice communications via customer contract channel changing system using voice over IP
    Patent number: 6311231
    Abstract: This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call centre ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.
    Type: Grant
    Filed: January 29, 1999
    Date of Patent: October 30, 2001
    Inventors: Thomas Howard Bateman, Bruce Edward Kierstead, William Alexander Noble, Timothy Lee Curry, John Alan Lockett, Laurie Edward Mersereau, Robert James Ouellette
  • System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
    Patent number: 5884032
    Abstract: This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call center ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.
    Type: Grant
    Filed: September 25, 1995
    Date of Patent: March 16, 1999
    Assignee: The New Brunswick Telephone Company, Limited
    Inventors: Thomas Howard Bateman, Bruce Edward Kierstead, William Alexander Noble, Timothy Lee Curry, John Alan Lockett, Laurie Edward Mersereau, Robert James Ouellette