Jon R Jay

US Patent:

8542816, Sep 24, 2013

Filed:

Aug 14, 2008

Appl. No.:

12/192064

Inventors:

Donald L. Kaufman - Kirland WA, US
Adrian Inglis - Seattle WA, US
Thomas J. Weiland - Seattle WA, US
John E. Darrow - Shoreline WA, US
A. Lorraine Nicholson - Edmonds WA, US
Jon R. Jay - Seattle WA, US
Jeffrey C. Pratt - Seattle WA, US

Assignee:

Amazon Technologies, Inc. - Reno NV

International Classification:

H04M 3/00

US Classification:

37926512, 37926502

Abstract:

Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.

US Patent:

8600035, Dec 3, 2013

Filed:

Aug 25, 2009

Appl. No.:

12/547370

Inventors:

Jon R. Jay - Seattle WA, US
Jeremy A. Dashe - Bainbridge Island WA, US
Brock A. Judkins - Seattle WA, US
Donald L. Kaufman - Kirkland WA, US
Yung-Chun Lin - Seattle WA, US
Joseph D. Sullivan - Redmond WA, US
Thomas J. Weiland - Seattle WA, US
Tauseef Kidwai - Seattle WA, US

Assignee:

Amazon Technologies, Inc. - Reno NV

International Classification:

H04M 3/00

US Classification:

37926509, 37926501

Abstract:

A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit one or more electronic contact requests to a contact service in communication with a contact distribution system in order to obtain more information. The contact distribution system determines accurate, real-time availability of service agents and enables communications between the customer and an agent to be established in accordance with user contact information provided by the user.

US Patent:

20090122973, May 14, 2009

Filed:

Aug 14, 2008

Appl. No.:

12/192067

Inventors:

Jon R. Jay - Seattle WA, US
Jeremy A. Dashe - Bainbridge Island WA, US
Yung-Chun Lin - Seattle WA, US
Kenneth C. Macfarlane - Lake Forest Park WA, US
Eric S. Stone - Seattle WA, US
Nathan Brent Glissmeyer - Seattle WA, US

International Classification:

H04M 3/00

US Classification:

37926601

Abstract:

Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.

US Patent:

20090154688, Jun 18, 2009

Filed:

Feb 20, 2009

Appl. No.:

12/390365

Inventors:

Jon R. Jay - Seattle WA, US
Jeremy A. Dashe - Bainbridge Island WA, US
Yung-Chun Lin - Seattle WA, US
Kenneth C. MacFarlane - Lake Forest Park WA, US
Eric S. Stone - Seattle WA, US
Nathan Brent Glissmeyer - Seattle WA, US

International Classification:

H04M 3/00

US Classification:

37926512

Abstract:

Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.

US Patent:

20110051920, Mar 3, 2011

Filed:

Aug 25, 2009

Appl. No.:

12/547387

Inventors:

Jeremy A. Dashe - Bainbridge Island WA, US
Jon R. Jay - Seattle WA, US
Donald L. Kaufman - Kirkland WA, US
Yung-Chun Lin - Seattle WA, US
Joseph D. Sullivan - Redmond WA, US

International Classification:

H04M 3/00

US Classification:

37926509

Abstract:

A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit one or more electronic contact requests to a contact service in communication with a contact distribution system in order to obtain more information. The contact distribution system determines accurate, real-time availability of service agents and enables communications between the customer and an agent to be established in accordance with user contact information provided by the user.

US Patent:

20180176374, Jun 21, 2018

Filed:

Dec 19, 2016

Appl. No.:

15/383831

Inventors:

- Seattle WA, US
Pasquale DeMaio - Bellevue WA, US
Joseph Daniel Sullivan - Seattle WA, US
Jon Russell Jay - Mercer Island WA, US

International Classification:

H04M 3/51
H04L 29/12
H04M 3/22
G06F 21/45

Abstract:

Technologies are disclosed for providing an onboarding service within a service provider network for on-demand creation of a contact center. Information associated with an account of a user at the service provider network is utilized to begin creating the contact center. Based upon input from the user, a directory of authorized users and storage for the contact center are created using services available within the service provider network. Encryption keys are created for encrypting customer call recordings and customer phone numbers in the storage. An initial user for handling calls is specified and a call queue is created. A routing profile is created to route calls from the call queue to the initial user. Available phone numbers are provided to the user for the selection of a phone number for accessing the contact center. One this data has been specified, the contact center can be activated for use.

US Patent:

20170245196, Aug 24, 2017

Filed:

May 11, 2017

Appl. No.:

15/593283

Inventors:

- Seattle WA, US
Ajit Kumar - Seattle WA, US
Jon Russell Jay - Mercer Island WA, US
Joseph Daniel Sullivan - Seattle WA, US

International Classification:

H04W 40/12
H04M 15/00
H04W 40/20
H04M 3/22

Abstract:

Disclosed are various embodiments for a call routing application. Routes are evaluated according to selection scores of call routes. The selection scores are calculated based on weighted call quality data corresponding to past calls on the call routes. A call route is selected according to an evaluation including call costs or other criteria. A call is then routed via the selected call route to the call endpoint.

US Patent:

20160165513, Jun 9, 2016

Filed:

Feb 12, 2016

Appl. No.:

15/043046

Inventors:

- Seattle WA, US
Ajit Kumar - Seattle WA, US
Jon Russell Jay - Mercer Island WA, US
Joseph Daniel Sullivan - Seattle WA, US

International Classification:

H04W 40/12
H04M 15/00
H04W 40/20
H04M 3/22

Abstract:

Disclosed are various embodiments for a call routing application. Routes are evaluated according to aggregated call quality data with respect to a call endpoint. A route is selected according to the evaluation, call costs, or other criteria. A call is then routed via the route to the call endpoint.