Patents by Inventor Thomas Moran

Thomas Moran 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).

  • Patent number: 10557262
    Abstract: A modular panel and component system from which a variety of wall segments, wall structures, and enclosures may be rapidly assembled, and disassembled. In addition to the wall panels, interior finish panels may be included which are adapted to be hung from rails secured to the inside of adjacent wall panels. The system may also include door assemblies or window assemblies, or both, and ancillary brackets and hardware to facilitate the assembly of the contemplated wall structures and enclosures.
    Type: Grant
    Filed: September 6, 2018
    Date of Patent: February 11, 2020
    Assignee: McCain Manufacturing, Inc.
    Inventors: Thomas Moran, Stephany Lugardo, Donald Martin Engh
  • Patent number: 10547728
    Abstract: A contact center, communication system, and method are disclosed. An illustrative contact center includes a conversational analysis engine that is applied to media exchanged between a customer and a first agent during a first interaction and determines a context of the first interaction. The illustrative contact center further includes a repository of greetings for a second agent and a greeting from the repository of greetings for the second agent is selectable based on the determined context of the first interaction. The illustrative contact center further includes a network interface that facilitates a presentation of the selected greeting to the customer when the customer is transferred from the first agent to the second agent.
    Type: Grant
    Filed: January 21, 2016
    Date of Patent: January 28, 2020
    Assignee: Avaya Inc.
    Inventors: Thomas Moran, Gerard Carty
  • Publication number: 20200005397
    Abstract: An inventory modification device includes memory, an inventory modification module, and operation modules. The memory stores limit tables and inventory operational data. The inventory modification module selects an inventory item to modify, a limit table regarding the inventory item, an operational module based on an entry in the limit table, and evaluation data. A specific task execution module of the selected operation module executes a specific task on inventory operational data of the inventory item to produce a modified inventory item when an evaluation data filter of the selected operation module indicates that analysis of the evaluation data is favorable for modification of the inventory item via the specific task.
    Type: Application
    Filed: September 12, 2019
    Publication date: January 2, 2020
    Applicant: ImageWorks Interactive
    Inventors: Thomas W. Becker, John Moran, Mike Barrett, Gary W. Grube, Timothy W. Markison
  • Patent number: 10510116
    Abstract: A device includes a network interface module, memory, and a processing module. The memory stores limit tables regarding an asset and operational data regarding the asset. When an asset is to be modified, the processing module retrieves a limit table(s) and identifies time-varying and time-sensitive data and an operation therefrom. The processing module then receives, via the network interface module, the time-varying and time-sensitive data and analyzes it based on evaluation criteria in the limit table. When the analysis is favorable, the processing module triggers the operation. With the operation triggered, the processing module further analyzes the time-varying and time-sensitive data based on correlated evaluation criteria of the evaluation criteria. When the further analysis is favorable, the processing module activates the operation for execution up operational data regarding the asset such that the asset is modified.
    Type: Grant
    Filed: April 23, 2013
    Date of Patent: December 17, 2019
    Assignee: IMAGEWORKS INTERACTIVE
    Inventors: Thomas W. Becker, John Moran, Mike Barrett, Gary W. Grube, Timothy W. Markison
  • Patent number: 10484643
    Abstract: As technology advances, customer-agent interactions require adoption of the new technologies to remain useful to customers and cost effective to contact centers. Virtual reality technology allows a customer to virtually tour a remote location and optionally interact with an agent during the virtual tour. The agent and/or customer may select virtual reality elements, including a recording of the interaction itself, to be triggered upon the customer, with a location enabled customer device, being located in the real-world at a corresponding virtual location in which the virtual reality element was created. The virtual reality element may be automatically presented and the presentation may be a full virtual reality presentation, an augmented reality presentation, or a converted presentation, such as to a more conventional format.
    Type: Grant
    Filed: November 10, 2016
    Date of Patent: November 19, 2019
    Assignee: Avaya Inc.
    Inventor: Thomas Moran
  • Publication number: 20190273821
    Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.
    Type: Application
    Filed: May 22, 2019
    Publication date: September 5, 2019
    Inventors: Gerard Carty, Thomas Moran
  • Publication number: 20190268475
    Abstract: A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to retrieve, store, and manage desktop analytic data that describes the current state of an agent's desktop. The current state of the agent's desktop can be reported to a contact center where that information can be used as additional information in assigning contacts to the agent. The contact may be sent to the agent having documentation or information readily accessible to response to the issue associated with the contact.
    Type: Application
    Filed: February 23, 2018
    Publication date: August 29, 2019
    Inventor: Thomas Moran
  • Patent number: 10389879
    Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are ordered and presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.
    Type: Grant
    Filed: May 19, 2017
    Date of Patent: August 20, 2019
    Assignee: Avaya Inc.
    Inventors: Gerard Carty, Thomas Moran
  • Publication number: 20190010691
    Abstract: A modular panel and component system from which a variety of wall segments, wall structures, and enclosures may be rapidly assembled, and disassembled. In addition to the wall panels, interior finish panels may be included which are adapted to be hung from rails secured to the inside of adjacent wall panels. The system may also include door assemblies or window assemblies, or both, and ancillary brackets and hardware to facilitate the assembly of the contemplated wall structures and enclosures.
    Type: Application
    Filed: September 6, 2018
    Publication date: January 10, 2019
    Applicant: MCCAIN MANUFACTURING, INC.
    Inventors: Thomas MORAN, Stephany LUGARDO, Donald Martin ENGH
  • Publication number: 20180359363
    Abstract: A document is often the impetus for a customer to call a contact center. Customers may have access to a video camera which may be utilized to capture an image of the document without requiring the customer to take any action beyond positioning the document in view of the camera. The contact center then determines the video image comprises text, extracts the text, and matches the text to a document. An agent is then selected having an ability to process work items associated with the identified document. The call is then routed to the selected agent.
    Type: Application
    Filed: June 8, 2017
    Publication date: December 13, 2018
    Inventor: THOMAS MORAN
  • Publication number: 20180338040
    Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are ordered and presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.
    Type: Application
    Filed: May 19, 2017
    Publication date: November 22, 2018
    Inventors: Gerard Carty, Thomas Moran
  • Patent number: 10129405
    Abstract: Managing resources in a contact center including assigning each resource to one of a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute. An expected number of contacts requiring resources possessing one of the first or second resource attribute is predicted for a time period, and a correlation between the first and second resource attribute is identified. Based on the correlation, a minimum number of resources from each set required to handle the expected number of contacts at a predetermined service level for the time period is forecasted. The minimum number of resources from the first set is less than a number of resources required without the correlation.
    Type: Grant
    Filed: February 12, 2018
    Date of Patent: November 13, 2018
    Assignee: Avaya Inc.
    Inventors: Thomas Moran, Gerard Carty
  • Patent number: 10072411
    Abstract: A modular panel and component system from which a variety of wall segments, wall structures, and enclosures may be rapidly assembled, and disassembled. In addition to the wall panels, interior finish panels are adapted to be hung from rails secured laterally to the inside of adjacent wall panels. The system also preferably includes door assemblies and ancillary brackets and hardware to facilitate the assembly of the contemplated wall structures and enclosures.
    Type: Grant
    Filed: June 16, 2017
    Date of Patent: September 11, 2018
    Assignee: MCCAIN MANUFACTURING, INC.
    Inventors: Thomas Moran, Stephany Lugardo, Donald Martin Engh
  • Patent number: 10055494
    Abstract: A technology is described for providing plotline information associated with media content. An example method may include receiving a request from a customer via an interface for plotline information stored on a data store. The plotline information may be included in media content where the plotline information may include a plurality of plotlines featured in the narrative of the media content. The plotline information may then be identified in the data store, and a graphical visualization of the plotline information included in the media content may be generated, where the graphical visualization may display the plotline information as corresponding to the narrative of the media content.
    Type: Grant
    Filed: June 19, 2014
    Date of Patent: August 21, 2018
    Assignee: Amazon Technologies, Inc.
    Inventors: Matthew James Bordenet, Yann Thierry Oehl, Charles Benjamin Franklin Waggoner, Hilliard Bruce Siegel, Scott Thomas Moran, Tanya Salyers
  • Publication number: 20180191906
    Abstract: Managing resources in a contact center including assigning each resource to one of a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute. An expected number of contacts requiring resources possessing one of the first or second resource attribute is predicted for a time period, and a correlation between the first and second resource attribute is identified. Based on the correlation, a minimum number of resources from each set required to handle the expected number of contacts at a predetermined service level for the time period is forecasted. The minimum number of resources from the first set is less than a number of resources required without the correlation.
    Type: Application
    Filed: February 12, 2018
    Publication date: July 5, 2018
    Inventors: Thomas Moran, Gerard Carty
  • Publication number: 20180130257
    Abstract: As technology advances, customer-agent interactions require adoption of the new technologies to remain useful to customers and cost effective to contact centers. Virtual reality technology allows a customer to virtually tour a remote location and optionally interact with an agent during the virtual tour. The agent and/or customer may select virtual reality elements, including a recording of the interaction itself, to be triggered upon the customer, with a location enabled customer device, being located in the real-world at a corresponding virtual location in which the virtual reality element was created. The virtual reality element may be automatically presented and the presentation may be a full virtual reality presentation, an augmented reality presentation, or a converted presentation, such as to a more conventional format.
    Type: Application
    Filed: November 10, 2016
    Publication date: May 10, 2018
    Inventor: THOMAS MORAN
  • Patent number: 9961204
    Abstract: Embodiments provide an oversight mechanism using eye tracking to monitor a human agent's review of artificial intelligence generated contact in a contact center communication session. Content generated by an artificial intelligence engine for each session can be presented to the human agent through a user interface for review by the human agent. While the generated content is being presented, an eye tracking system associated can monitor review of the generated content by the human agent. An indication of the human agent's level of attention to the generated content can be generated based on monitoring the review of the content by the human agent. The indication of the human agent's level of attention can be stored in a set of Key Performance Indicators (KPIs) for the human agent. One or more reports can be provided based on the KPIs.
    Type: Grant
    Filed: August 21, 2017
    Date of Patent: May 1, 2018
    Assignee: Avaya Inc.
    Inventors: Thomas Moran, Gerard Carty
  • Patent number: 9930181
    Abstract: Managing resources in a contact center including assigning each resource to one of a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute. An expected number of contacts requiring resources possessing one of the first or second resource attribute is predicted for a time period, and a correlation between the first and second resource attribute is identified. Based on the correlation, a minimum number of resources from each set required to handle the expected number of contacts at a predetermined service level for the time period is forecasted. The minimum number of resources from the first set is less than a number of resources required without the correlation.
    Type: Grant
    Filed: December 30, 2016
    Date of Patent: March 27, 2018
    Assignee: Avaya Inc.
    Inventors: Thomas Moran, Gerard Carty
  • Publication number: 20170286887
    Abstract: Allocating agent resources in a contact center including receiving a new contact at the contact center and instantiating a contact object corresponding to the new contact. A first set of information is received by the contact center, and a first unmanned aerial vehicle (UAV) is selected for deployment to a target destination. At least one characteristic of the first UAV is associated with the contact object; an additional set of information related to at least one of the contact object or the first UAV is received by the contact center during a travel period of the first UAV to the target destination; and a dynamic prediction is made regarding a particular agent of the contact center to connect to the contact object. The contact object is then connected to an agent device associated with the particular agent.
    Type: Application
    Filed: March 31, 2016
    Publication date: October 5, 2017
    Inventor: Thomas Moran
  • Publication number: 20170214779
    Abstract: A contact center, communication system, and method are disclosed. An illustrative contact center includes a conversational analysis engine that is applied to media exchanged between a customer and a first agent during a first interaction and determines a context of the first interaction. The illustrative contact center further includes a repository of greetings for a second agent and a greeting from the repository of greetings for the second agent is selectable based on the determined context of the first interaction. The illustrative contact center further includes a network interface that facilitates a presentation of the selected greeting to the customer when the customer is transferred from the first agent to the second agent.
    Type: Application
    Filed: January 21, 2016
    Publication date: July 27, 2017
    Inventors: Thomas Moran, Gerard Carty