Mark K Power

US Patent:

6598021, Jul 22, 2003

Filed:

Jul 13, 2000

Appl. No.:

09/615392

Inventors:

Craig R. Shambaugh - Wheaton IL 60187
Anthony Dezonno - Bloomingdale IL 60108
Mark J. Power - Carol Stream IL 60188
Kenneth Venner - Winfield IL 60190
Jared Bluestein - Plymouth NH 03264
James Martin - Woodside CA 94062
Darryl Hymel - Batavia IL 60510
Laird C. Williams - St. Charles IL 60175

International Classification:

G10L 2100

US Classification:

704270, 704257, 379 8806

Abstract:

A method and apparatus for adjusting a dialect for an oral presentation provided by an agent of an organization to a human target of the organization through a communications network. The method includes the steps of determining a dialect to be used by the agent for communicating with the target, modifying the dialect of the oral presentation of the agent for communicating with the target based upon the determined dialect and presenting the modified oral presentation to the target.

US Patent:

6804668, Oct 12, 2004

Filed:

Sep 26, 2000

Appl. No.:

09/669983

Inventors:

Craig R. Shambaugh - Wheaton IL
Anthony Dezonno - Bloomingdale IL
Mark J. Power - Carol Stream IL
Kenneth Venner - Winfield IL
Jared Bluestein - Plymouth NH
Jim F. Martin - Woodside CA
Darryl Hymel - Batavia IL
Laird C. Williams - St. Charles IL

Assignee:

Rockwell Electronic Commerce Corp. - Wood Dale IL

International Classification:

G06F 1730

US Classification:

707 6, 707 10, 707203

Abstract:

A method and apparatus are provided for identifying textual information for use in a threaded discussion. The method includes the steps of detecting key words and key words in context of the threaded discussion and weighting the detected words based upon an information content and context of each word and upon a time period since each word was last used to produce a weighted information content of the threaded discussion. The method further includes the steps of searching for and locating textual information within a database with an information content related to the weighted information content, comparing the information content of the located textual information with the weighted information content to provide an objective difference value and presenting the located textual information to the discussion where the objective difference value exceeds a threshold value.

US Patent:

6816733, Nov 9, 2004

Filed:

Dec 30, 1999

Appl. No.:

09/476750

Inventors:

Anthony J. Dezonno - Bloomingdale IL
Mark J. Power - Carol Stream IL
Craig R. Shambaugh - Wheaton IL
Daniel F. Baker - Rolling Meadows IL

Assignee:

Rockwell Electronic Commerce Technologies LLC - Wood Dale IL

International Classification:

B43L 2306

US Classification:

4554561, 455445, 37920106, 37926501

Abstract:

Method and apparatus for determining and tracking the locations of agents using wireless units to process calls directed through an automatic call distribution system. Based on signals with different cells or based on independent navigation information, locations of wireless units can be monitored and stored for later analysis. In addition, location information can be compared to an agent location schedule to determine adherence and provide adherence reports.

US Patent:

6868153, Mar 15, 2005

Filed:

Mar 12, 2002

Appl. No.:

10/096235

Inventors:

Anthony Dezonno - Bloomingdale IL, US
Jeff Hodson - Wheaton IL, US
Roger Sumner - Batavia IL, US
Carlo Bonifazi - Woodridge IL, US
Mark Michelson - Elburn IL, US
Robert Beckstrom - Bolingbrook IL, US
Mark Power - Carol Stream IL, US
Craig Shambaugh - Wheaton IL, US

Assignee:

Rockwell Electronic Commerce Technologies, LLC - Wood Dale IL

International Classification:

H04M003/523

US Classification:

37926503, 37926505, 37926506, 37926508, 37926601

Abstract:

A method and apparatus are provided for measuring a call handling efficiency of a call center. The method includes the steps of measuring a touch-point indicia for a call and adding the measured indicia to a touch point history of the call.

US Patent:

6931119, Aug 16, 2005

Filed:

Aug 30, 2002

Appl. No.:

10/231623

Inventors:

Mark J. Michelson - Elburn IL, US
Roger A. Sumner - Batavia IL, US
Mark J. Power - Carol Stream IL, US
Carlo Bonifazi - Woodridge IL, US
Jeffrey D. Hodson - Wheaton IL, US
Craig R. Shambaugh - Wheaton IL, US
Robert P. Beckstrom - Bolingbrook IL, US

Assignee:

Rockwell Electronic Commerce Technologies, L. L. C. - Wood Dale IL

International Classification:

A04M003/00

US Classification:

37926513, 37926501, 37926602

Abstract:

A method and apparatus provides data to an agent station associated with a transaction processing system. The data corresponds to an incoming call routed from a caller through a communication network to the agent station, where the incoming calls are based on voice-mode communication and/or text-mode communication. The method includes the steps of receiving the incoming call from the communication network, obtaining caller-specific data corresponding to the incoming call, inspecting the caller-specific data to determine a specialty type corresponding to the incoming call, selecting an selected agent station based upon the determined specialty type and routing the incoming call to the selected agent station, transmitting the caller-specific data to the selected agent station, and automatically launching or maximizing an application on the selected agent station so that the application and corresponding call-specific data is available to the agent when the agent services the incoming call.

US Patent:

6959080, Oct 25, 2005

Filed:

Sep 27, 2002

Appl. No.:

10/259359

Inventors:

Anthony J. Dezonno - Bloomingdale IL, US
Mark J. Power - Carol Stream IL, US
Craig R. Shambaugh - Wheaton IL, US

Assignee:

Rockwell Electronic Commerce Technologies, LLC - Wood Dale IL

International Classification:

H04M003/00

US Classification:

37926507, 704231, 704270, 37926607

Abstract:

A method and apparatus are provided for accepting a call by an automatic call distributor and for automatic call handling of the call. The apparatus for automatic call handling has: a call receiving system that outputs at least one voice signal; a text voice converter having an input for the at least one voice signal, the text voice converter converting the voice signal to a text stream and providing the text stream on an output thereof; an emotion detector having an input for the at least one voice signal, the emotion detector detecting at least one emotional state in the voice signal and producing at least one tag indicator indicative thereof on an output of the emotion detector; and a scripting engine having inputs for the text stream and the at least one tag indicator, the scripting engine providing on an output thereof at least one response based on the text stream and on the at least one tag indicator. The method and apparatus provides the agents with scripts that are based on not only the content of the call from a caller, but that are also based upon the emotional state of the caller. As a result, there is a decrease in call duration, which decreases the cost of operating a call center.

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:

6970821, Nov 29, 2005

Filed:

Sep 26, 2000

Appl. No.:

09/670093

Inventors:

Craig R. Shambaugh - Wheaton IL, US
Anthony Dezonno - Bloomingdale IL, US
Mark J. Power - Carol Stream IL, US
Jared Bluestein - Wilmot NH, US
Kenneth Venner - Winfield IL, US
Jim F. Martin - Woodside CA, US
Darryl Hymel - Batavia IL, US
Laird C. Williams - St. Charles IL, US

Assignee:

Rockwell Electronic Commerce Technologies, LLC - Wood Dale IL

International Classification:

G10L021/00
G10L015/26
G10L015/18
H04M001/64

US Classification:

704270, 704257, 704235, 379 8801, 379 8811

Abstract:

A method and apparatus are provided for presenting script to be followed by a telemarketer during a threaded conversation with a customer. The method includes the steps of recognizing a word content of a response of the customer to a first portion of the presented script and detecting key words and key words in context of the response. The method further includes the steps of evaluating the detected key words and key words in context to determine an information content, comparing the information content of the evaluated words with an information content of a plurality of expected customer responses and selecting the expected customer response with a closest relative match and following a script associated with the selected expected customer response of the customer as a second portion of the presented script.