Patents by Inventor Mayuresh Hegde
Mayuresh Hegde 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: 9020131Abstract: A method may include receiving a call from a caller and determining whether the call has been queued for at least a predetermined period of time. The method may also include interacting with the customer via an interactive voice response unit, in response to determining that the call has been queued for at least the predetermined period of time, to offer a call back service to the customer. The call back service may include a scheduled call back or an immediate type call back when an agent is available. The method may further include receiving, from the customer and via the interactive voice response unit, an indication that the customer would like a call back and queuing the call back.Type: GrantFiled: February 10, 2014Date of Patent: April 28, 2015Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant Desai, Mayuresh Hegde, Manah M. Khalil, Parind Poi, Shawn J. Hadley, Paul V. Cunningham
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Patent number: 8837711Abstract: A device may include a communication interface to receive messages, a skills database that includes a skills schedule table, and one or more processors. The one or more processors may detect an event based on one of the messages, determine whether the event satisfies a condition for changing a schedule associated with a skill of a call agent of a call center, modify the schedule in the skills schedule table when the event satisfies the condition for changing the schedule associated with the skill of the call agent, and send a request, based on the modified schedule associated with the skill of the call agent, to an automatic call distribution (ACD) device to change the skill of the call agent from a database of the ACD device.Type: GrantFiled: April 15, 2011Date of Patent: September 16, 2014Assignee: Verizon Patent and Licensing Inc.Inventors: Juan Vasquez, Parind S. Poi, Mayuresh Hegde, Haridas Bhogade, Prashant B. Desai
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Publication number: 20140153703Abstract: A method may include receiving a call from a caller and determining whether the call has been queued for at least a predetermined period of time. The method may also include interacting with the customer via an interactive voice response unit, in response to determining that the call has been queued for at least the predetermined period of time, to offer a call back service to the customer. The call back service may include a scheduled call back or an immediate type call back when an agent is available. The method may further include receiving, from the customer and via the interactive voice response unit, an indication that the customer would like a call back and queuing the call back.Type: ApplicationFiled: February 10, 2014Publication date: June 5, 2014Applicant: Verizon Patent and Licensing Inc.Inventors: Prashant Desai, Mayuresh Hegde, Manah M. Khalil, Parind Poi, Shawn J. Hadley, Paul V. Cunningham
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Patent number: 8718272Abstract: A method may include receiving a call from a caller and determining whether the caller has previously called a call center. The method may also include identifying, in response to determining that the caller has previously called the call center, an agent that handled the previous call from the caller, and forwarding the call to the agent that handled the previous call.Type: GrantFiled: March 1, 2011Date of Patent: May 6, 2014Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant B. Desai, Juan Vasquez, Chadd Thompson, George Gorney, Mayuresh Hegde, Parind S. Poi, Haridas Bhogade
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Patent number: 8477909Abstract: A device may automatically place a call to a call routing device based on one of a list of numbers or addresses. The call may be forwarded by the call routing device to a call agent device. The device may also establish a session with the call agent device to which the call is forwarded by the call routing device and automatically receive, from the call agent device, a message that includes an identifier for a virtual call agent. The device may extract the identifier from the received message, compare the extracted identifier to an identifier that is associated with the call, and determine whether the call routing device correctly forwarded the call based on the comparison.Type: GrantFiled: August 16, 2010Date of Patent: July 2, 2013Assignee: Verizon Patent and Licensing Inc.Inventors: Parind Poi, Prashant Desai, Mayuresh Hegde, Juan Vasquez, Haridas Bhogade
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Patent number: 8442207Abstract: An approach is provided for initiating a service observing session by tracking a number of concurrent service observing sessions to an automatic call distributor, and selectively restricting the number of concurrent sessions based on a predetermined restriction criterion. Each of the service observing sessions is established for a user to monitor a voice call involving an agent.Type: GrantFiled: March 15, 2011Date of Patent: May 14, 2013Assignee: Verizon Patent and Licensing Inc.Inventors: Mayuresh Hegde, Parind Poi, Prashant Desai, Juan Vasquez
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Publication number: 20120263293Abstract: A device may include a communication interface to receive messages, a skills database that includes a skills schedule table, and one or more processors. The one or more processors may detect an event based on one of the messages, determine whether the event satisfies a condition for changing a schedule associated with a skill of a call agent of a call center, modify the schedule in the skills schedule table when the event satisfies the condition for changing the schedule associated with the skill of the call agent, and send a request, based on the modified schedule associated with the skill of the call agent, to an automatic call distribution (ACD) device to change the skill of the call agent from a database of the ACD device.Type: ApplicationFiled: April 15, 2011Publication date: October 18, 2012Applicant: VERIZON PATENT AND LICENSING INC.Inventors: Juan Vasquez, Parind S. Poi, Mayuresh Hegde, Haridas Bhogade, Prashant B. Desai
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Publication number: 20120237016Abstract: An approach is provided for initiating a service observing session by tracking a number of concurrent service observing sessions to an automatic call distributor, and selectively restricting the number of concurrent sessions based on a predetermined restriction criterion. Each of the service observing sessions is established for a user to monitor a voice call involving an agent.Type: ApplicationFiled: March 15, 2011Publication date: September 20, 2012Applicant: VERIZON PATENT AND LICENSING INC.Inventors: Mayuresh Hegde, Parind Poi, Prashant Desai, Juan Vasquez
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Publication number: 20120224681Abstract: A method may include receiving a call from a caller and determining whether the caller has previously called a call center. The method may also include identifying, in response to determining that the caller has previously called the call center, an agent that handled the previous call from the caller, and forwarding the call to the agent that handled the previous call.Type: ApplicationFiled: March 1, 2011Publication date: September 6, 2012Applicant: VERIZON PATENT AND LICENSING INC.Inventors: Prashant B. Desai, Juan Vasquez, Chadd Thompson, George Gorney, Mayuresh Hegde, Parind S. Poi, Haridas Bhogade
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Publication number: 20120039448Abstract: A device may automatically place a call to a call routing device based on one of a list of numbers or addresses. The call may be forwarded by the call routing device to a call agent device. The device may also establish a session with the call agent device to which the call is forwarded by the call routing device and automatically receive, from the call agent device, a message that includes an identifier for a virtual call agent. The device may extract the identifier from the received message, compare the extracted identifier to an identifier that is associated with the call, and determine whether the call routing device correctly forwarded the call based on the comparison.Type: ApplicationFiled: August 16, 2010Publication date: February 16, 2012Applicant: VERIZON PATENT AND LICENSING INC.Inventors: Parind Poi, Prashant Desai, Mayuresh Hegde, Juan Vasquez, Haridas Bhogade