Patents by Inventor Timothy R. Segall

Timothy R. Segall 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: 10212284
    Abstract: A messaging platform includes a text messaging subsystem that includes a suite of enhancements that facilitate implementation of a multi-channel communications strategy with high level and fine-grained control over outbound message creation or inbound message handling.
    Type: Grant
    Filed: January 22, 2018
    Date of Patent: February 19, 2019
    Inventors: Timothy R. Segall, Boris Greenberg
  • Patent number: 10115131
    Abstract: A campaign strategy manager (CSM) component for a hosted communications campaign system allows users to define more granular and specific campaign strategies, including pass escalation for alternative channels (e.g., text and email) and/or based upon attempt results, contact attributes and response group data. The campaign strategy manager allows users to define pass strategies statically and dynamically, to manage lists across multiple campaigns, and to view results in real-time. A defined strategy is a static strategy created by a user for a particular campaign that, once created, typically is not modified. A dynamic strategy is one where, during the course of a day (e.g., as a sub-campaign is running), a user may alter the defined strategy, preferably just for that day (or portion thereof). In particular, the campaign strategy manager enables the user to make changes to the current strategy as a sub-campaign is running through a particular list.
    Type: Grant
    Filed: July 31, 2014
    Date of Patent: October 30, 2018
    Inventors: Timothy R. Segall, Maciej N. Kolesnik
  • Publication number: 20180191900
    Abstract: A messaging platform includes a text messaging subsystem that includes a suite of enhancements that facilitate implementation of a multi-channel communications strategy with high level and fine-grained control over outbound message creation or inbound message handling.
    Type: Application
    Filed: January 22, 2018
    Publication date: July 5, 2018
    Inventors: Timothy R. Segall, Boris Greenberg
  • Patent number: 9876908
    Abstract: A messaging platform includes a text messaging subsystem that includes a suite of enhancements that facilitate implementation of a multi-channel communications strategy with high level and fine-grained control over outbound message creation or inbound message handling.
    Type: Grant
    Filed: September 26, 2016
    Date of Patent: January 23, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Timothy R. Segall, Boris Greenberg
  • Patent number: 9866689
    Abstract: A campaign strategy manager (CSM) component for a hosted communications campaign system allows users to define more granular and specific campaign strategies, including pass escalation for alternative channels (e.g., text and email) and/or based upon attempt results, contact attributes and response group data. The campaign strategy manager allows users to define pass strategies statically and dynamically, to manage lists across multiple campaigns, and to view results in real-time. A defined strategy is a static strategy created by a user for a particular campaign that, once created, typically is not modified. A dynamic strategy is one where, during the course of a day (e.g., as a sub-campaign is running), a user may alter the defined strategy, preferably just for that day (or portion thereof). The CSM may be used to implement a recovery strategy using a dialer pass.
    Type: Grant
    Filed: May 16, 2016
    Date of Patent: January 9, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Timothy R. Segall, Chris Bohlin
  • Patent number: 9680993
    Abstract: A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons do not impair the connections being established and maintained to the agents.
    Type: Grant
    Filed: April 1, 2016
    Date of Patent: June 13, 2017
    Inventors: Timothy R. Segall, Damon Weinstein
  • Publication number: 20170149970
    Abstract: A messaging platform includes a text messaging subsystem that includes a suite of enhancements that facilitate implementation of a multi-channel communications strategy with high level and fine-grained control over outbound message creation or inbound message handling.
    Type: Application
    Filed: September 26, 2016
    Publication date: May 25, 2017
    Inventors: Timothy R. Segall, Boris Greenberg
  • Patent number: 9635182
    Abstract: A Web-based hosted system through which business entities create and manage communications campaigns. The system carries out a communications campaign on behalf of a client. A campaign is a series of calls to a contact list using one or more sub-campaigns. A sub-campaign associates a list of contacts, a script, and a timeframe. An agent typically is a contact center operator. A skill group is a set of agents that are trained to handle a given script. Call pacing enhancements are implemented to allow simultaneous progress on multiple sub-campaigns under a skill group. The techniques enable control over the pacing of individual sub-campaigns when multiple sub-campaigns are running under a single skill group. The service also provides a framework by which a set of “pluggable” pacing models are provisioned and managed, preferably on a per-model basis.
    Type: Grant
    Filed: November 9, 2015
    Date of Patent: April 25, 2017
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventor: Timothy R. Segall
  • Patent number: 9544433
    Abstract: A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons do not impair the connections being established and maintained to the agents.
    Type: Grant
    Filed: December 9, 2013
    Date of Patent: January 10, 2017
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Timothy R. Segall, Damon Weinstein
  • Patent number: 9473635
    Abstract: A web-based solution through which business entities create and manage communications campaigns, such as campaigns that afford target recipients an opportunity to be connected to a third party call center. A web interface is provided to enable a business entity customer to create a set of one or more rules that, when triggered during the campaign, cause the solution to take certain control actions in real-time, based on campaign performance. Preferably, this campaign performance is measured indirectly, i.e. without requiring a direct connection to an on-premises call center ACD. The interface provides the business entity customer with a convenient and easy-to-use display that identifies any rule that has been (or may be getting ready to be) triggered, together with a then current status of the campaign. The system takes a control action (e.g., campaign suspension, adjusting an outbound call rate, or the like) when a customer-configurable rule is triggered.
    Type: Grant
    Filed: December 21, 2015
    Date of Patent: October 18, 2016
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Damon Weinstein, Timothy R. Segall, Vincent E. Laiosa
  • Patent number: 9456084
    Abstract: A messaging platform includes a text messaging subsystem that includes a suite of enhancements that facilitate implementation of a multi-channel communications strategy with high level and fine-grained control over outbound message creation or inbound message handling.
    Type: Grant
    Filed: May 20, 2015
    Date of Patent: September 27, 2016
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Timothy R. Segall, Boris Greenberg
  • Publication number: 20160261744
    Abstract: A campaign strategy manager (CSM) component for a hosted communications campaign system allows users to define more granular and specific campaign strategies, including pass escalation for alternative channels (e.g., text and email) and/or based upon attempt results, contact attributes and response group data. The campaign strategy manager allows users to define pass strategies statically and dynamically, to manage lists across multiple campaigns, and to view results in real-time. A defined strategy is a static strategy created by a user for a particular campaign that, once created, typically is not modified. A dynamic strategy is one where, during the course of a day (e.g., as a sub-campaign is running), a user may alter the defined strategy, preferably just for that day (or portion thereof). The CSM may be used to implement a recovery strategy using a dialer pass.
    Type: Application
    Filed: May 16, 2016
    Publication date: September 8, 2016
    Inventors: Timothy R. Segall, Chris Bohlin
  • Publication number: 20160219148
    Abstract: A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons do not impair the connections being established and maintained to the agents.
    Type: Application
    Filed: April 1, 2016
    Publication date: July 28, 2016
    Inventors: Timothy R. Segall, Damon Weinstein
  • Patent number: 9344570
    Abstract: A campaign strategy manager (CSM) component for a hosted communications campaign system allows users to define more granular and specific campaign strategies, including pass escalation for alternative channels (e.g., text and email) and/or based upon attempt results, contact attributes and response group data. The campaign strategy manager allows users to define pass strategies statically and dynamically, to manage lists across multiple campaigns, and to view results in real-time. A defined strategy is a static strategy created by a user for a particular campaign that, once created, typically is not modified. A dynamic strategy is one where, during the course of a day (e.g., as a sub-campaign is running), a user may alter the defined strategy, preferably just for that day (or portion thereof). The CSM may be used to implement a recovery strategy using a dialer pass.
    Type: Grant
    Filed: November 23, 2013
    Date of Patent: May 17, 2016
    Assignee: SOUNDBITE COMMUNICATIONS, INC.
    Inventors: Timothy R. Segall, Chris Bohlin
  • Publication number: 20160105564
    Abstract: A Web-based hosted system through which business entities create and manage communications campaigns. The system carries out a communications campaign on behalf of a client. A campaign is a series of calls to a contact list using one or more sub-campaigns. A sub-campaign associates a list of contacts, a script, and a timeframe. An agent typically is a contact center operator. A skill group is a set of agents that are trained to handle a given script. Call pacing enhancements are implemented to allow simultaneous progress on multiple sub-campaigns under a skill group. The techniques enable control over the pacing of individual sub-campaigns when multiple sub-campaigns are running under a single skill group. The service also provides a framework by which a set of “pluggable” pacing models are provisioned and managed, preferably on a per-model basis.
    Type: Application
    Filed: November 9, 2015
    Publication date: April 14, 2016
    Inventor: Timothy R. Segall
  • Publication number: 20160105560
    Abstract: A web-based solution through which business entities create and manage communications campaigns, such as campaigns that afford target recipients an opportunity to be connected to a third party call center. A web interface is provided to enable a business entity customer to create a set of one or more rules that, when triggered during the campaign, cause the solution to take certain control actions in real-time, based on campaign performance. Preferably, this campaign performance is measured indirectly, i.e. without requiring a direct connection to an on-premises call center ACD. The interface provides the business entity customer with a convenient and easy-to-use display that identifies any rule that has been (or may be getting ready to be) triggered, together with a then current status of the campaign. The system takes a control action (e.g., campaign suspension, adjusting an outbound call rate, or the like) when a customer-configurable rule is triggered.
    Type: Application
    Filed: December 21, 2015
    Publication date: April 14, 2016
    Inventors: Damon Weinstein, Timothy R. Segall, Vincent E. Laiosa
  • Patent number: 9307086
    Abstract: A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons do not impair the connections being established and maintained to the agents.
    Type: Grant
    Filed: May 5, 2014
    Date of Patent: April 5, 2016
    Assignee: SOUNDBITE COMMUNICATIONS, INC.
    Inventors: Timothy R. Segall, Damon Weinstein
  • Publication number: 20150373197
    Abstract: A messaging platform includes a text messaging subsystem that includes a suite of enhancements that facilitate implementation of a multi-channel communications strategy with high level and fine-grained control over outbound message creation or inbound message handling.
    Type: Application
    Filed: May 20, 2015
    Publication date: December 24, 2015
    Inventors: Timothy R. Segall, Boris Greenberg
  • Patent number: 9219817
    Abstract: A web-based solution through which business entities create and manage communications campaigns, such as campaigns that afford target recipients an opportunity to be connected to a third party call center. A web interface is provided to enable a business entity customer to create a set of one or more rules that, when triggered during the campaign, cause the solution to take certain control actions in real-time, based on campaign performance. Preferably, this campaign performance is measured indirectly, i.e. without requiring a direct connection to an on-premises call center ACD. The interface provides the business entity customer with a convenient and easy-to-use display that identifies any rule that has been (or may be getting ready to be) triggered, together with a then current status of the campaign. The system takes a control action (e.g., campaign suspension, adjusting an outbound call rate, or the like) when a customer-configurable rule is triggered.
    Type: Grant
    Filed: April 3, 2015
    Date of Patent: December 22, 2015
    Assignee: SOUNDBITE COMMUNICATIONS, INC.
    Inventors: Damon Weinstein, Timothy R. Segall, Vincent E. Laiosa
  • Patent number: 9185224
    Abstract: A Web-based hosted system through which business entities create and manage communications campaigns. The system carries out a communications campaign on behalf of a client. A campaign is a series of calls to a contact list using one or more sub-campaigns. A sub-campaign associates a list of contacts, a script, and a timeframe. An agent typically is a contact center operator. A skill group is a set of agents that are trained to handle a given script. Call pacing enhancements are implemented to allow simultaneous progress on multiple sub-campaigns under a skill group. The techniques enable control over the pacing of individual sub-campaigns when multiple sub-campaigns are running under a single skill group. The service also provides a framework by which a set of “pluggable” pacing models are provisioned and managed, preferably on a per-model basis.
    Type: Grant
    Filed: May 11, 2015
    Date of Patent: November 10, 2015
    Assignee: SOUNDBITE COMMUNICATIONS, INC.
    Inventor: Timothy R. Segall