Joseph A Bloom

US Patent:

6961419, Nov 1, 2005

Filed:

Apr 2, 2002

Appl. No.:

10/114487

Inventors:

Mark J. Power - Carol Stream IL, US
Dave Mosquera - West Chicago IL, US
Anthony J. Dezonno - Bloomingdale IL, US
Jeffrey D. Hodson - Wheaton IL, US
Joseph Bloom - Libertyville IL, US
David Funck - Wheaton IL, US
Eric James - Elgin IL, US
Michael Peters - Downers Grove IL, US
Craig R. Shambaugh - Wheaton IL, US
Nayel Saleh - Round Lake IL, US

Assignee:

Rockwell Electronic Commerce Technologies, LLC - Wood Dale IL

International Classification:

H04M003/00

US Classification:

37926509

Abstract:

A method and apparatus are provided for processing a call with a client detected by a call center to an agent of the call center. The method includes the step of providing a call object for the call, collecting attributes of the call within the call object, associating an agent object with the call object and displaying client data to an agent of the call center based upon a view process of the associated agent object.

US Patent:

7369653, May 6, 2008

Filed:

Nov 5, 2001

Appl. No.:

10/011578

Inventors:

Anthony Dezonno - Bloomingdale IL, US
Jeffrey Hodson - Wheaton IL, US
Joseph Bloom - Libertyville IL, US
David Funck - Wheaton IL, US
Eric James - Elgin IL, US
Michael Peters - Downers Grove IL, US
Mark J. Power - Carol Stream IL, US
Craig R. Shambaugh - Wheaton IL, US
Dave Mosquera - West Chicago IL, US
Nayel Saleh - Round Lake IL, US

Assignee:

Rockwell Electronic Commerce Corp. - Wooddale IL

International Classification:

H04M 3/00
H04M 5/00

US Classification:

37926502, 37926501

Abstract:

A method and apparatus are described for providing enterprise information to a client through a call center of the enterprise. The method includes the steps of detecting an identity of the client based upon call associated information received through a call connection between the client and the call center, presenting the client with a plurality of options based upon the identity of the client and presenting the client with enterprise information based upon a selected option of the plurality of options.

US Patent:

20030086557, May 8, 2003

Filed:

Nov 6, 2001

Appl. No.:

09/992367

Inventors:

Craig Shambaugh - Wheaton IL, US
Joseph Bloom - Libertyville IL, US
Anthony Dezonno - Bloomingdale IL, US
David Funck - Wheaton IL, US
Jeffrey Hodson - Wheaton IL, US
Eric James - Elgin IL, US
Michael Peters - Downers Grove IL, US
Mark Power - Carol Stream IL, US
Dave Mosquera - West Chicago IL, US
Nayel Saleh - Round Lake IL, US

International Classification:

H04M003/00
H04M005/00

US Classification:

379/266070, 379/265020

Abstract:

A method and apparatus are provided for allocating resources within a call center based upon a predetermined business rule of an enterprise controlling the call center. The method includes the steps of analyzing records from a plurality of call transactions based upon the predetermined business rule, recognizing a correlation among the call transaction records based upon the predetermined business rule and adjusting a resource of the call transactions based upon the recognized correlation and predetermined business rule.

US Patent:

20030097339, May 22, 2003

Filed:

Nov 16, 2001

Appl. No.:

09/992138

Inventors:

David Funck - Wheaton IL, US
Anthony Dezonno - Bloomingdale IL, US
Jeff Hodson - Wheaton IL, US
Joseph Bloom - Libertyville IL, US
Eric James - Elgin IL, US
Michael Peters - Downers Grove IL, US
Mark Power - Carl Stream IL, US
Craig Shambaugh - Wheaton IL, US
Dave Mosquera - West Chicago IL, US
Nayel Saleh - Round Lake IL, US

International Classification:

G06F017/60

US Classification:

705/064000

Abstract:

A telecommunication system for transmitting customer data corresponding to a customer, to an agent of an automatic call distributor (ACD) is described. The ACD is connected to the telecommunication system through a public switched telephone network (PSTN). The telecommunication system includes a customer data processor configured to maintain two way communication between the customer and the agent of the ACD, where the customer data processor stores and processes customer data provided by the customer. A data encrypter operatively coupled to the customer data processor encrypts the customer data. The customer data processor transmits the encrypted customer data to the ACD upon receiving a predetermined signal. A customer data interpreter is operatively coupled to the ACD and receives and decrypts the encrypted customer data to facilitate presentation of the customer data to the agent.

US Patent:

20040203629, Oct 14, 2004

Filed:

Mar 4, 2002

Appl. No.:

10/090499

Inventors:

Anthony Dezonno - Bloomingdale IL, US
Jeffrey Hodson - Wheaton IL, US
Joseph Bloom - Libertyville IL, US
David Funck - Wheaton IL, US
Eric James - Elgin IL, US
Michael Peters - Downers Grove IL, US
Mark Powers - Carol Stream IL, US
Craig Shambaugh - Wheaton IL, US
Dave Mosquera - West Chicago IL, US
Nayel Saleh - Round Lake IL, US

International Classification:

H04M003/42

US Classification:

455/414100, 455/415000

Abstract:

A method and apparatus for processing calls in a call processing center provided for support of enterprise activities of an organization. The method includes the steps of receiving a query about the enterprise activities of the organization from a caller through the call center, translating the query into voice extensible mark-up language, forming an answer to the translated query within an artificial intelligence engine and providing the determined answer to the caller.