Mark P Ambrose

US Patent:

6349290, Feb 19, 2002

Filed:

Jun 30, 1999

Appl. No.:

09/337014

Inventors:

Edward Horowitz - New York NY
Mark Ambrose - Valley Cottage NY
Michael Fetta - Pelham NY
Steve Hakim - Belle Mead NJ
Michael Kaufman - New Providence NJ
David Robinson - Herndon VA

Assignee:

Citibank, N.A. - New York NY

International Classification:

G06F 1700

US Classification:

705 35, 705 42

Abstract:

An automated system and method for presenting both interactive and proactive customized and personalized advice for a customer by a financial institution is based on a sophisticated customer profile generated by the system according to an analysis of the customer from a totality of the customers interaction with the system. The system includes, for example, an advice engine, which is primarily software, that considers numerous sets of system logic, such as legal constraints and statistical facts that affect the customer, and generates the advice. The system also includes a presentation engine which varies the presentation, depending in part on the mode by which the customer accesses the system, but regardless of the mode, presents the advice to the customer in an individualized manner. Additionally, the system includes a context assessment engine, which examines the context of the interaction between the customer and the system and assesses the effectiveness of the advice.

US Patent:

6661882, Dec 9, 2003

Filed:

Apr 26, 2000

Appl. No.:

09/558174

Inventors:

Jimmie L. Muir - Hartford SD
John Wood - Solon IA
Curtis A. Van Oort - Brandon SD
David L. Wooters - Brandon SD
Mark P. Ambrose - Valley Cottage NY
Craig Heier - Reston VA

Assignee:

Citibank, N.A. - New York NY

International Classification:

H04M 1500

US Classification:

37912701, 37914201, 37926502, 37926513

Abstract:

The present invention provides a system and method of transferring a call signal including call-related data received from a communications system between a host and at least one remote agent terminal connected through a network, where the host can access at least one application database for storing and retrieving information associated with each service that each agent terminal is to handle, and each agent terminal can access the at least one application database computer system for storing and retrieving information associated with each service that each agent terminal is to handle, the method comprising the steps of: (a) at the host (i) transferring initial information contained in an ANI field associated with the call signal into the at least one application database, (ii) associating that initial information contained in the ANI field with other information regarding the source of the call signal, and (iii) replacing the initial information contained in the ANI field associated with the call signal with subsequent information contained in the ANI field directing an agent terminal to a portion of the at least one application database that contains the initial information contained in the ANI field associated with the call signal and the other information regarding the source of the call signal; (b) transferring the call and the subsequent information contained in the ANI field from the host to the at least one agent terminal by transferring the voice portion of the call to a voice communication device of the at least one agent terminal, and transmitting the subsequent information contained in the ANI field directing the at least one agent terminal to the portion of the database that contains the initial information contained in the ANI field associated with the call signal and the other information regarding the source of the call signal; (c) at the agent terminal, (1) receiving the call signal and information contained in the ANI field directing the at least one agent terminal to the portion of the database that contains the initial information contained in the ANI field associated with the call signal and the other information regarding the source of the call signal.

US Patent:

7248687, Jul 24, 2007

Filed:

Dec 6, 2004

Appl. No.:

11/005641

Inventors:

Mark Ambrose - Maplewood NJ, US
Rich Clow - Summit NJ, US
Rich Feight - Sioux Falls SD, US
Jim L. Muir - Hartford SD, US

Assignee:

Citicorp Credit Services, Inc. - Long Island City NY

International Classification:

H04M 3/00

US Classification:

37926506, 379 8825

Abstract:

A method and system for outbound dialing of contacts and collecting call information in which one or more customers are allowed to submit records from the customers' mainframes for a plurality of contacts to be called for the customers via a dialing mode of a hosted software system for sending event-driven alert messages. Based on the records submitted by the customers, the dialing mode of the hosted software system initiates calls to the contacts, and when and if a right-party contact is reached for a particular customer, the call is delivered from the dialing mode to an agent at one of a plurality of call centers of the particular customer according to predefined agent selection rules for outbound call routing. In addition, data regarding the call to the contact is collected.