Mark A 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:

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.

US Patent:

7003462, Feb 21, 2006

Filed:

Sep 30, 2004

Appl. No.:

10/955880

Inventors:

Craig R. Shambaugh - Wheaton IL, US
Anthony Dezonno - Bloomingdale IL, US
Mark J. Power - Carol Stream IL, US
Kenneth Venner - Winfield IL, US
Jared Bluestein - Wilmot NH, 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:

G10L 21/00

US Classification:

704270, 704251, 37926506

Abstract:

A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.

US Patent:

7085719, Aug 1, 2006

Filed:

Jul 13, 2000

Appl. No.:

09/615266

Inventors:

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

Assignee:

Rockwell Electronics Commerce Technologies LLC - Wood Dale IL

International Classification:

G01L 15/04
H04M 3/22

US Classification:

704251, 704270, 704278, 37926506

Abstract:

A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.

US Patent:

7151826, Dec 19, 2006

Filed:

Sep 27, 2002

Appl. No.:

10/259356

Inventors:

Craig R. Shambaugh - Wheaton 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
Mark J. Michelson - Elburn IL, US
Robert P. Beckstrom - Bolingbrook IL, US
Anthony J. Dezonno - Bloomingdale IL, US

Assignee:

Rockwell Electronics Commerce Technologies L.L.C. - Wood Dale IL

International Classification:

H04M 3/00

US Classification:

37926502, 37926506, 37926507

Abstract:

The method and apparatus improve transactions in a communication system, such as a communication system having an automatic call distributor. In one embodiment, an assessment is performed in substantially real time of respective stress levels of at least one of a caller and an agent in a call transaction. A third party is engaged in the transaction when at least one of the stress levels of the caller and the agent exceeds a threshold. This third party may include, for example, a virtual party or an automated input source. The third party may engage in the background of the transaction or in the foreground of the transaction, thus communicating either only with the agent or with both the caller and the agent, respectively. The respective stress levels of at least one of the caller and agent may be assessed by methods which include, but are not limited to; analyzing a respective voice signal of at least one of the caller and the agent, converting a respective voice signal of least one of the caller and the agent to text and analyzing the text and/or analyzing a physical stress level of the agent. The apparatus implements the method.

US Patent:

7460659, Dec 2, 2008

Filed:

Sep 27, 2002

Appl. No.:

10/259358

Inventors:

Craig R. Shambaugh - Wheaton 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
Mark J. Michelson - Elburn IL, US
Robert P. Beckstrom - Bolingbrook IL, US
Anthony J. Dezonno - Bloomingdale IL, US

Assignee:

Rockwell Electronic Commerce - Wood Dale IL

International Classification:

H04M 3/00
H04M 5/00

US Classification:

37926502, 37926501, 37926505, 37926506, 37926608

Abstract:

The method and apparatus teach agents in a communication system, such as an automatic call distribution system. In a first step of one embodiment of the method, a previously stored call transaction having a plurality of dialog portions and decision points is provided to the agent. The call transaction is replayed, and at least one decision of the respective decision point in the call transaction is simulated. This simulation is different than an original decision at the respective decision point in the call transaction. The results are evaluated and presented to the agent. In one embodiment at least one decision is a best practice decision. Also, the method further may overlay preferred paths of a call transaction based on stored best practice call transactions. The apparatus implements the method for replaying call transactions.