Patents by Inventor Robert Beckstrom
Robert Beckstrom 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: 8655837Abstract: The method and apparatus is for improving transactions in a communication system. The method including: dynamically monitoring a data session between at least one of first and second parties in a transaction in the communication system; and engaging a third party into the transaction as a function of the monitoring of the data session between the first and second parties. The apparatus implements the method.Type: GrantFiled: September 30, 2003Date of Patent: February 18, 2014Assignee: Aspect Software, Inc.Inventors: Robert Beckstrom, Anthony Dezonno
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Patent number: 7773740Abstract: A method and apparatus are provided for assigning a call to one of a plurality of agents. The method includes the steps of providing a description of the call to each of the plurality of agents, receiving a bid to handle the call from each of the plurality of agents and assigning the call to an agent of the plurality of agents with a highest relative received bid.Type: GrantFiled: July 9, 2003Date of Patent: August 10, 2010Assignee: Aspect Software, Inc.Inventors: Robert Beckstrom, Anthony Dezonno, Michael J Sheridan, David Wesen
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Patent number: 7460651Abstract: A method and apparatus are provided for routing a plurality of different types of Internet messages within a host to a plurality of agents. The method includes the steps of determining the message type of each of the plurality of different types of Internet messages and inserting a message type identifier into a packet of each message type of the plurality of different message types. The method further includes the steps of routing the packets to an Internet message distributor and distributing the messages within the Internet message distributor to the plurality of agents based upon the inserted message type identifier.Type: GrantFiled: December 16, 2002Date of Patent: December 2, 2008Assignee: Rockwell Electronic Commerce Corp.Inventors: Dave Mosquera, Carlo Bonifazi, Nayel Saleh, Eric James, Mary Ellen Moser, Mike Sheridan, Dave Wesen, Mike Hollatz, Mike Peters, David Funck, Jeff Hodson, Robert Beckstrom, Anthony Dezonno
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Patent number: 7330429Abstract: In one embodiment, a method for providing optimal transaction routing for data packets through a network on a plurality of logical pipes includes assigning each data packet to one of the plurality of logical pipes, with each logical pipe having an assigned numerical service level, and associating a numerical priority-usage level to each of the data packets. The method then includes establishing a threshold return-time-out (RTO) amount for each logical pipe, and transmitting data packets from one of the logical pipes and evaluating a running estimate of round trip times (RTT) for the transmitted data packets from the logical pipe being serviced.Type: GrantFiled: October 27, 2004Date of Patent: February 12, 2008Assignee: Rockwell Electronic Commerce Technologies, Inc.Inventors: Robert Beckstrom, Jeff Hodson, Anthony Dezonno
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Patent number: 7324640Abstract: A method and apparatus are provided for expediting subject matter evolution of an information exchange during a contact through a communication system between a client and an agent of an organization that possesses an expertise in the subject matter of the contact. The method includes the steps of providing a state map of subject matter progression of the subject matter of the contact from a starting point to subject matter resolution along a plurality of parallel subject matter paths, fitting a subject matter progression of the contact within a progression of subject matter of a most likely one of the plurality of parallel subject matter paths of the state map and prompting the agent with prospective subject matter from the most likely one of the plurality of subject matter paths.Type: GrantFiled: March 15, 2002Date of Patent: January 29, 2008Assignee: Rockwell Electronic Commerce TechnologiesInventors: Anthony Dezonno, Jeffrey Hodson, Roger Sumner, Carlo Bonifazi, Mark Michelson, Robert Beckstrom, Mark Powers, Craig Shambaugh
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Patent number: 7197132Abstract: 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: GrantFiled: March 21, 2002Date of Patent: March 27, 2007Assignee: Rockwell Electronic Commerce Technologies, LLCInventors: Anthony Dezonno, Jeffrey Hodson, Roger Sumner, Carlo Bonifazi, Mark Michelson, Robert Beckstrom, Mark Power, Craig Shambaugh
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Publication number: 20060088024Abstract: In one embodiment, a method for providing optimal transaction routing for data packets through a network on a plurality of logical pipes includes assigning each data packet to one of the plurality of logical pipes, with each logical pipe having an assigned numerical service level, and associating a numerical priority-usage level to each of the data packets. The method then includes establishing a threshold return-time-out (RTO) amount for each logical pipe, and transmitting data packets from one of the logical pipes and evaluating a running estimate of round trip times (RTT) for the transmitted data packets from the logical pipe being serviced.Type: ApplicationFiled: October 27, 2004Publication date: April 27, 2006Applicant: Rockwell Electronic Commerce Technologies, LLCInventors: Robert Beckstrom, Jeff Hodson, Anthony Dezonno
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Publication number: 20050071178Abstract: The method and apparatus is for improving transactions in a communication system. The method including: dynamically monitoring a data session between at least one of first and second parties in a transaction in the communication system; and engaging a third party into the transaction as a function of the monitoring of the data session between the first and second parties. The apparatus implements the method.Type: ApplicationFiled: September 30, 2003Publication date: March 31, 2005Applicant: Rockwell Electronic Commerce Technologies, LLCInventors: Robert Beckstrom, Anthony Dezonno
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Patent number: 6868153Abstract: 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: GrantFiled: March 12, 2002Date of Patent: March 15, 2005Assignee: Rockwell Electronic Commerce Technologies, LLCInventors: Anthony Dezonno, Jeff Hodson, Roger Sumner, Carlo Bonifazi, Mark Michelson, Robert Beckstrom, Mark Power, Craig Shambaugh
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Publication number: 20050047394Abstract: 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: ApplicationFiled: August 28, 2003Publication date: March 3, 2005Inventors: Jeff Hodson, Roger Sumner, Mark Power, Carlo Bonifazi, Craig Shambaugh, Mark Michelson, Robert Beckstrom, Anthony Dezonno
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Publication number: 20050008139Abstract: A method and apparatus are provided for assigning a call to one of a plurality of agents. The method includes the steps of providing a description of the call to each of the plurality of agents, receiving a bid to handle the call from each of the plurality of agents and assigning the call to an agent of the plurality of agents with a highest relative received bid.Type: ApplicationFiled: July 9, 2003Publication date: January 13, 2005Inventors: Robert Beckstrom, Anthony Dezonno, Mike Sheridan, David Wesen
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Publication number: 20040114573Abstract: A method and apparatus are provided for routing a plurality of different types of Internet messages within a host to a plurality of agents. The method includes the steps of determining the message type of each of the plurality of different types of Internet messages and inserting a message type identifier into a packet of each message type of the plurality of different message types. The method further includes the steps of routing the packets to an Internet message distributor and distributing the messages within the Internet message distributor to the plurality of agents based upon the inserted message type identifier.Type: ApplicationFiled: December 16, 2002Publication date: June 17, 2004Inventors: Dave Mosquera, Carlo Bonifazi, Nayel Saleh, Eric James, Mary Ellen Moser, Mike Sheridan, Dave Wesen, Mike Hollatz, Mike Peters, David Funck, Jeff Hodson, Robert Beckstrom, Anthony Dezonno
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Publication number: 20030179877Abstract: 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: ApplicationFiled: March 21, 2002Publication date: September 25, 2003Inventors: Anthony Dezonno, Jeffrey Hodson, Roger Sumner, Carlo Bonifazi, Mark Michelson, Robert Beckstrom, Mark Power, Craig Shambaugh
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Publication number: 20030174829Abstract: 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: ApplicationFiled: March 12, 2002Publication date: September 18, 2003Inventors: Anthony Dezonno, Jeffrey Hodson, Roger Sumner, Carlo Bonifazi, Mark Michelson, Robert Beckstrom, Mark Powers, Craig Shambaugh
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Publication number: 20030174831Abstract: A method and apparatus are provided for expediting subject matter evolution of an information exchange during a contact through a communication system between a client and an agent of an organization that possesses an expertise in the subject matter of the contact. The method includes the steps of providing a state map of subject matter progression of the subject matter of the contact from a starting point to subject matter resolution along a plurality of parallel subject matter paths, fitting a subject matter progression of the contact within a progression of subject matter of a most likely one of the plurality of parallel subject matter paths of the state map and prompting the agent with prospective subject matter from the most likely one of the plurality of subject matter paths.Type: ApplicationFiled: March 15, 2002Publication date: September 18, 2003Inventors: Anthony Dezonno, Jeffrey Hodson, Roger Sumner, Carlo Bonifazi, Mark Michelson, Robert Beckstrom, Mark Powers, Craig Shambaugh