Patents by Inventor Mark Power

Mark Power 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).

  • Adaptive transaction guidance
    Patent number: 7197132
    Abstract: A method and apparatus are provided for guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center. The method includes the steps of recognizing a voice content of the client of the call center, correlating the recognized voice content with a first goal of the plurality of goals of the call center and presenting script to the agent of the call center based upon the correlated goal of the call center.
    Type: Grant
    Filed: March 21, 2002
    Date of Patent: March 27, 2007
    Assignee: Rockwell Electronic Commerce Technologies, LLC
    Inventors: Anthony Dezonno, Jeffrey Hodson, Roger Sumner, Carlo Bonifazi, Mark Michelson, Robert Beckstrom, Mark Power, Craig Shambaugh
  • Voice filter for normalizing and agent's emotional response
    Publication number: 20050119893
    Abstract: A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.
    Type: Application
    Filed: September 30, 2004
    Publication date: June 2, 2005
    Inventors: Craig Shambaugh, Anthony Dezonno, Mark Power, Kenneth Venner, Jared Bluestein, Jim Martin, Darryl Hymel, Laird Williams
  • Customer touch-point scoring system
    Patent number: 6868153
    Abstract: A method and apparatus are provided for measuring a call handling efficiency of a call center. The method includes the steps of measuring a touch-point indicia for a call and adding the measured indicia to a touch point history of the call.
    Type: Grant
    Filed: March 12, 2002
    Date of Patent: March 15, 2005
    Assignee: Rockwell Electronic Commerce Technologies, LLC
    Inventors: Anthony Dezonno, Jeff Hodson, Roger Sumner, Carlo Bonifazi, Mark Michelson, Robert Beckstrom, Mark Power, Craig Shambaugh
  • Automatic contact navigation system
    Publication number: 20050047394
    Abstract: A method and apparatus are provided for guiding a conversation taking place between a client and an agent through a communication system. The method includes the steps of detecting an information content of the conversation, determining a goal of the client from the detected information content and suggesting a conversation topic to the agent to guide the conversation towards the goal of the client.
    Type: Application
    Filed: August 28, 2003
    Publication date: March 3, 2005
    Inventors: Jeff Hodson, Roger Sumner, Mark Power, Carlo Bonifazi, Craig Shambaugh, Mark Michelson, Robert Beckstrom, Anthony Dezonno
  • GUI for organizational environment
    Publication number: 20040085344
    Abstract: A method and apparatus are described for providing a graphical user interface for a plurality of users under a predetermined format substantially controlled by an employer of the plurality of users. The method includes the steps of disposing a proxy server between the plurality of users and an information resource used by at least one user of the plurality of users and converting information exchanged between the predetermined format substantially controlled by the employer of the user and a predetermined format of the information resource.
    Type: Application
    Filed: November 1, 2002
    Publication date: May 6, 2004
    Inventors: Nayel Saleh, Mark Power, Mike Peters, Jeff Hodson, Craig Shambaugh, David Funck, Eric James, Joseph Bloom, Dave Mosquera, Anthony Dezonno
  • Adaptive transaction guidance
    Publication number: 20030179877
    Abstract: A method and apparatus are provided for guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center. The method includes the steps of recognizing a voice content of the client of the call center, correlating the recognized voice content with a first goal of the plurality of goals of the call center and presenting script to the agent of the call center based upon the correlated goal of the call center.
    Type: Application
    Filed: March 21, 2002
    Publication date: September 25, 2003
    Inventors: Anthony Dezonno, Jeffrey Hodson, Roger Sumner, Carlo Bonifazi, Mark Michelson, Robert Beckstrom, Mark Power, Craig Shambaugh