Patents by Inventor Peter Novosel
Peter Novosel 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: 7995740Abstract: Multiple communication types (e.g. chat, email, voice, etc.) are integrated into a call center. Embodiments can allow a single agent to handle multiple endpoints and multiple communication types. An agent user interface allows the agent to have control over accepting multiple communications and provides information to the agent about the communications and the customer. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system also provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system also provides for “blending” of different communication types to provide a single interface to the agent.Type: GrantFiled: February 10, 2006Date of Patent: August 9, 2011Assignee: Avaya Inc.Inventors: Andrew T. Busey, Mark Lovett Wells, Peter Novosel, Govind Balakrishnan, Peter Bunyan, Dwight M. Moore, Edward C. Horvath, Kirschen Alcyone Seah, Stephen P. Zilko, Zhiyu Zhang, George Currie, Mohammed Ehtesham Hoq, Kenneth Lynn Bowen, Christopher Sanchez
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Patent number: 7746362Abstract: Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user interface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system.Type: GrantFiled: February 10, 2006Date of Patent: June 29, 2010Assignee: Avaya Inc.Inventors: Andrew T. Busey, Mark Lovett Wells, Peter Novosel, Govind Balakrishnan, Peter Bunyan, Dwight M. Moore, Edward C. Horvath, Kirschen Alcyone Seah, Stephen P. Zilko, Zhiyu Zhang, George Currie, Mohammed Ehtesham Hoq, Kenneth Lynn Bowen, Christopher Sanchez
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Publication number: 20060203993Abstract: Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user interface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system.Type: ApplicationFiled: February 10, 2006Publication date: September 14, 2006Inventors: Andrew Busey, Mark Wells, Peter Novosel, Govind Balakrishnan, Peter Bunyan, Dwight Moore, Edward Horvath, Kirschen Seah, Stephen Zilko, Zhiyu Zhang, George Currie, Mohammed Hoq, Kenneth Bowen, Christopher Sanchez
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Publication number: 20060188086Abstract: Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user interface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system.Type: ApplicationFiled: February 10, 2006Publication date: August 24, 2006Inventors: Andrew Busey, Mark Wells, Peter Novosel, Govind Balakrishnan, Peter Bunyan, Dwight Moore, Edward Horvath, Kirschen Seah, Stephen Zilko, Zhiyu Zhang, George Currie, Mohammed Hoq, Kenneth Bowen, Christopher Sanchez
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Publication number: 20040057569Abstract: Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agent's availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user inteface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system.Type: ApplicationFiled: September 29, 2003Publication date: March 25, 2004Applicant: Acuity SoftwareInventors: Andrew T. Busey, Mark Lovett Wells, Peter Novosel, Govind Balakrishnan, Peter Bunyan, Dwight M. Moore, Edward C. Horvath, Kirschen Alcyone Seah, Stephen P. Zilko, Zhiyu Zhang, George Currie, Mohammed Ehtesham Hoq, Kenneth Lynn Bowen, Christopher Sanchez
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Patent number: 6665395Abstract: Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agent's availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user inteface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking.Type: GrantFiled: December 11, 1998Date of Patent: December 16, 2003Assignee: Avaya Technology Corp.Inventors: Andrew T. Busey, Mark Lovett Wells, Peter Novosel, Govind Balakrishnan, Peter Bunyan, Dwight M. Moore, Edward C. Horvath, Kirschen Alcyone Seah, Stephen P. Zilko, Zhiyu Zhang, George Currie, Mohammed Ehtesham Hoq, Kenneth Lynn Bowen, Christopher Sanchez
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Patent number: 6377944Abstract: A network-based customer interface allows a customer to receive automated information from a variety of data sources, or databases, including a knowledge base and frequently asked question database. The data sources are updated based on recording ongoing customer queries and transactions with the database. The updates can be reviewed before they are used to update the data sources. Customer authentication is performed so that the customer can be given an elevated level of service and so that any prior customer sessions can be used to help human agents know about the customer's situation.Type: GrantFiled: December 11, 1998Date of Patent: April 23, 2002Assignee: Avaya Technology Corp.Inventors: Andrew T. Busey, Peter Novosel, Govind Balakrishnan, Peter Bunyan, Brett Morrison, Dwight M Moore, Kirschen Alcyone Seah, Rickey E. Chevrie, George Currie, Yuan Sylvia Tien