Patents by Inventor Mark J. Williams
Mark J. Williams 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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Patent number: 9451088Abstract: A system for integration of client interaction technologies, comprising a plurality of resource managers, each comprising at least a software component operating and stored on a computing device; a plurality of resources, each comprising at least an interactive element; a monitoring service, comprising at least a software service operating and stored on a computing device; and a callback cloud, comprising at least a plurality of contact agents; wherein the monitoring service tracks resource status; further wherein upon receiving an interaction request the resource managers handle the request according to known resource information; and further wherein the callback cloud responds to at least a plurality of received interaction requests.Type: GrantFiled: September 21, 2015Date of Patent: September 20, 2016Assignee: Virtual Hold Technology, LLCInventor: Mark J Williams
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Patent number: 9398154Abstract: A communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the communication device to communicate with the call center through the exchange of data. The communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. An embodiment may also communicate contextual data between a communication device and a communication system, including information associated with the user of the communication device and information used to assist, instruct, or solve a user's problem.Type: GrantFiled: September 14, 2012Date of Patent: July 19, 2016Assignee: Virtual Hold Technology, LLCInventors: Mark J. Williams, Eric I. Camulli, Larry Miner, Rob Brazier
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Publication number: 20160205253Abstract: A system for client interaction application integration, comprising a plurality of enterprise communications systems, each comprising at least a call status system; and a callback cloud accessible coupled to the plurality of enterprise communications systems via a data network; wherein, upon receipt of a request from a consumer user to initiate a callback to the consumer user, the callback cloud performs the steps of: (a) obtaining from at least one of the enterprise communications systems a status of communications resources comprising at least an estimated wait time; (b) sending a notification to the consumer user from whom the request was received advising the consumer user of the estimated wait time for service; (c) providing at least an option to wait for a callback to the consumer user from whom the request was received; (d) receiving a selection from the consumer user from whom the request was received; and (e) directing at least one of the enterprise communications systems to initiate a callback to thType: ApplicationFiled: March 22, 2016Publication date: July 14, 2016Inventors: Mark J. Williams, Jeremy Starcher, Robert F. Brazier
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Patent number: 9386155Abstract: A communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the communication device to communicate with the call center through the exchange of data. The communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. An embodiment of a system and method for managing, directing, and queuing communication events may also communicate contextual data between a communication device and a communication system.Type: GrantFiled: April 13, 2012Date of Patent: July 5, 2016Assignee: Virtual Hold Technology, LLCInventors: Mark J. Williams, Eric I. Camulli, Larry Miner, Rob Brazier
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Patent number: 9355183Abstract: A system for contact information integration with search results, comprising a queue manager; an enterprise communications system; and a search engine. Upon receipt of search query from a user, the search engine submits a request to the queue manager. The queue manager: obtains from the enterprise communications system a communications status comprising an estimated wait time; sends a notification to the search engine advising the search engine of the estimated wait time for service; and upon receiving from the search engine a request to generate a callback to the user from the enterprise of a specific communications type, directing an enterprise communications system of the enterprise that is associated with the specific communications type to initiate a callback to the user from whom the search engine query was received in response to the callback request received from the search engine.Type: GrantFiled: November 6, 2013Date of Patent: May 31, 2016Assignee: Virtual Hold Technology, LLCInventor: Mark J. Williams
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Patent number: 9294624Abstract: A system for client interaction application integration, comprising a plurality of enterprise communications systems, each comprising at least a call status system; and a callback cloud accessible coupled to the plurality of enterprise communications systems via a data network; wherein, upon receipt of a request from a consumer user to initiate a callback to the consumer user, the callback cloud performs the steps of: (a) obtaining from at least one of the enterprise communications systems a status of communications resources comprising at least an estimated wait time; (b) sending a notification to the consumer user from whom the request was received advising the consumer user of the estimated wait time for service; (c) providing at least an option to wait for a callback to the consumer user from whom the request was received; (d) receiving a selection from the consumer user from whom the request was received; and (e) directing at least one of the enterprise communications systems to initiate a callback to thType: GrantFiled: March 15, 2013Date of Patent: March 22, 2016Assignee: VIRTUAL HOLD TECHNOLOGY, LLCInventors: Mark J. Williams, Jeremy Starcher, Robert F. Brazier, Jr.
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Publication number: 20160021252Abstract: A system for integration of client interaction technologies, comprising a plurality of resource managers, each comprising at least a software component operating and stored on a computing device; a plurality of resources, each comprising at least an interactive element; a monitoring service, comprising at least a software service operating and stored on a computing device; and a callback cloud, comprising at least a plurality of contact agents; wherein the monitoring service tracks resource status; further wherein upon receiving an interaction request the resource managers handle the request according to known resource information; and further wherein the callback cloud responds to at least a plurality of received interaction requests.Type: ApplicationFiled: September 21, 2015Publication date: January 21, 2016Inventor: Mark J Williams
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Publication number: 20150334238Abstract: A system for providing integrated contact information with search results, comprising a plurality of contact centers, each comprising at least a plurality of contact agents; a callback cloud, comprising at least a plurality of contact agents; a queue manager, comprising at least a software components operating and stored on a computing device; wherein the contact agents receive and respond to customer interactions; further wherein the queue manager monitors contact agent availability; further wherein the queue manager receives interaction requests; and further wherein the queue manager provides queue information to interaction requestors.Type: ApplicationFiled: July 28, 2015Publication date: November 19, 2015Inventor: Mark J Williams
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Publication number: 20150287087Abstract: A system for integrated consumer interaction via media broadcast, comprising an immediate communication system that communicated with a media provider and a communications system, wherein the consumer submits a request to a content provider for interaction that is then handled by the immediate communication to establish an interaction with a communication system, and a method for providing integrated consumer interaction.Type: ApplicationFiled: April 8, 2014Publication date: October 8, 2015Applicant: Virtual Hold Technology, LLCInventor: Mark J. Williams
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Patent number: 9143614Abstract: A system for integration of client interaction technologies, comprising a plurality of resource managers, each comprising at least a software component operating and stored on a computing device; a plurality of resources, each comprising at least an interactive element; a monitoring service, comprising at least a software service operating and stored on a computing device; and a callback cloud, comprising at least a plurality of contact agents; wherein the monitoring service tracks resource status; further wherein upon receiving an interaction request the resource managers handle the request according to known resource information; and further wherein the callback cloud responds to at least a plurality of received interaction requests.Type: GrantFiled: August 6, 2013Date of Patent: September 22, 2015Assignee: Virtual Hold Technology, LLCInventor: Mark J Williams
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Publication number: 20150218349Abstract: The present disclosure provides a plurality of glass bubbles having an average true density of up to about 0.55 grams per cubic centimeter and a size distribution including a median size in a range from about 15 micrometers to 40 micrometers. A hydrostatic pressure at which ten percent by volume of the plurality of glass bubbles collapses is at least about 100 megapascals. In some embodiments, the plurality of glass bubbles is a graded fraction preparable by classifying a second plurality of glass bubbles, wherein the second plurality of glass bubbles has a higher percentage of glass bubbles with a size of up to ten micrometers than the first plurality of glass bubbles. Composites including the plurality of glass bubbles are also disclosed.Type: ApplicationFiled: April 13, 2015Publication date: August 6, 2015Inventors: Stephen E. Amos, Robert W. Hunter, Ronald J. Israelson, Towako Takeishi, Mark J. Williams, Takujiro Yamabe
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Patent number: 9094516Abstract: A system for providing integrated contact information with search results, comprising a plurality of contact centers, each comprising at least a plurality of contact agents; a callback cloud, comprising at least a plurality of contact agents; a queue manager, comprising at least a software components operating and stored on a computing device; wherein the contact agents receive and respond to customer interactions; further wherein the queue manager monitors contact agent availability; further wherein the queue manager receives interaction requests; and further wherein the queue manager provides queue information to interaction requestors.Type: GrantFiled: February 12, 2014Date of Patent: July 28, 2015Assignee: Virtual Hold Technology LLCInventor: Mark J Williams
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Patent number: 9055149Abstract: Embodiments of a system and method are disclosed for initiating a call-back sequence using image technology. Embodiments include capturing an image using an image sensor, sending the captured image to a communication system, searching a database of images for persons corresponding to the captured image, sending a request in a data format to the communication system for a connection with the persons, receiving an identification of active queues, displaying an indication of the active queues on a display screen using a session queuing component, obtaining a user selection of a queue as a selected queue using the session queuing component, sending a request to the communication system in a data format for expected wait time, receiving the expected wait time from the communication system, and sending a confirmation to the communication system in a data format for a call-back.Type: GrantFiled: May 24, 2012Date of Patent: June 9, 2015Assignee: Virtual Hold Technology, LLCInventors: Eric I. Camulli, Mark J. Williams, Larry Miner
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Patent number: 9006302Abstract: The present disclosure provides a plurality of glass bubbles having an average true density of up to about 0.55 grams per cubic centimeter and a size distribution including a median size in a range from about 15 micrometers to 40 micrometers. A hydrostatic pressure at which ten percent by volume of the plurality of glass bubbles collapses is at least about 100 megapascals. In some embodiments, the plurality of glass bubbles is a graded fraction preparable by classifying a second plurality of glass bubbles, wherein the second plurality of glass bubbles has a higher percentage of glass bubbles with a size of up to ten micrometers than the first plurality of glass bubbles. Composites including the plurality of glass bubbles are also disclosed.Type: GrantFiled: September 7, 2011Date of Patent: April 14, 2015Assignee: 3M Innovative Properties CompanyInventors: Stephen E. Amos, Robert W. Hunter, Ronald J. Israelson, Towako Takeishi, Mark J. Williams, Takujiro Yamabe
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Publication number: 20150056964Abstract: A system for unified cross-channel communications comprising a plurality of network-connected user devices, a plurality of communication channels that receive and handle interactions from user devices, and a virtual communications interceptor that connects to the communications channels and intercepts or otherwise receives data from them according to various means and provides connections between the communication channels, and a method for intercepting and unifying communications between various channels.Type: ApplicationFiled: November 4, 2014Publication date: February 26, 2015Inventors: Mark J. Williams, Jeremy Starcher, Kevin Shinseki
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Patent number: 8792866Abstract: A mobile communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the mobile communication device to communicate with the call center through the exchange of data. The mobile communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The mobile communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider.Type: GrantFiled: April 13, 2012Date of Patent: July 29, 2014Assignee: Virtual Hold Technology, LLCInventors: Mark J. Williams, Eric I. Camulli, Larry Miner
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Publication number: 20140146960Abstract: A system for providing integrated contact information with search results, comprising a plurality of contact centers, each comprising at least a plurality of contact agents; a callback cloud, comprising at least a plurality of contact agents; a queue manager, comprising at least a software components operating and stored on a computing device; wherein the contact agents receive and respond to customer interactions; further wherein the queue manager monitors contact agent availability; further wherein the queue manager receives interaction requests; and further wherein the queue manager provides queue information to interaction requestors.Type: ApplicationFiled: February 12, 2014Publication date: May 29, 2014Applicant: VIRTUAL HOLD TECHNOLOGY, LLCInventor: Mark J Williams
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Publication number: 20140098949Abstract: A system for integration of client interaction technologies, comprising a plurality of resource managers, each comprising at least a software component operating and stored on a computing device; a plurality of resources, each comprising at least an interactive element; a monitoring service, comprising at least a software service operating and stored on a computing device; and a callback cloud, comprising at least a plurality of contact agents; wherein the monitoring service tracks resource status; further wherein upon receiving an interaction request the resource managers handle the request according to known resource information; and further wherein the callback cloud responds to at least a plurality of received interaction requests.Type: ApplicationFiled: August 6, 2013Publication date: April 10, 2014Applicant: Virtual Hold Technology, LLCInventor: Mark J. Williams
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Publication number: 20140067788Abstract: A system for contact information integration with search results, comprising a queue manager; an enterprise communications system; and a search engine. Upon receipt of search query from a user, the search engine submits a request to the queue manager. The queue manager: obtains from the enterprise communications system a communications status comprising an estimated wait time; sends a notification to the search engine advising the search engine of the estimated wait time for service; and upon receiving from the search engine a request to generate a callback to the user from the enterprise of a specific communications type, directing an enterprise communications system of the enterprise that is associated with the specific communications type to initiate a callback to the user from whom the search engine query was received in response to the callback request received from the search engine.Type: ApplicationFiled: November 6, 2013Publication date: March 6, 2014Applicant: Virtual Hold Technology, LLCInventor: Mark J. Williams
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Publication number: 20130301820Abstract: A system for client interaction application integration, comprising a plurality of enterprise communications systems, each comprising at least a call status system; and a callback cloud accessible coupled to the plurality of enterprise communications systems via a data network; wherein, upon receipt of a request from a consumer user to initiate a callback to the consumer user, the callback cloud performs the steps of: (a) obtaining from at least one of the enterprise communications systems a status of communications resources comprising at least an estimated wait time; (b) sending a notification to the consumer user from whom the request was received advising the consumer user of the estimated wait time for service; (c) providing at least an option to wait for a callback to the consumer user from whom the request was received; (d) receiving a selection from the consumer user from whom the request was received; and (e) directing at least one of the enterprise communications systems to initiate a callback to thType: ApplicationFiled: March 15, 2013Publication date: November 14, 2013Applicant: VIRTUAL HOLD TECHNOLOGY, LLCInventors: Mark J. Williams, Jeremy Starcher, Robert F. Brazier, JR.