Mark E Powers

US Patent:

7324640, Jan 29, 2008

Filed:

Mar 15, 2002

Appl. No.:

10/099784

Inventors:

Anthony Dezonno - Bloomingdale IL, US
Jeffrey 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 Powers - Carol Stream IL, US
Craig Shambaugh - Wheaton IL, US

Assignee:

Rockwell Electronic Commerce Technologies - Wood Dale IL

International Classification:

H04M 3/00
H04M 5/00

US Classification:

37926502, 37926501

Abstract:

A method and apparatus are provided for expediting subject matter evolution of an information exchange during a contact through a communication system between a client and an agent of an organization that possesses an expertise in the subject matter of the contact. The method includes the steps of providing a state map of subject matter progression of the subject matter of the contact from a starting point to subject matter resolution along a plurality of parallel subject matter paths, fitting a subject matter progression of the contact within a progression of subject matter of a most likely one of the plurality of parallel subject matter paths of the state map and prompting the agent with prospective subject matter from the most likely one of the plurality of subject matter paths.

US Patent:

7363588, Apr 22, 2008

Filed:

Nov 1, 2002

Appl. No.:

10/285868

Inventors:

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

Assignee:

Rockwell Electronic Commerce Technologies, LLC - Wood Dale IL

International Classification:

G09G 5/00
G06K 15/00

US Classification:

715746, 715749

Abstract:

A method and apparatus are described for providing a graphical user interface for a plurality of users under a predetermined format substantially controlled by an employer of the plurality of users. The method includes the steps of disposing a proxy server between the plurality of users and an information resource used by at least one user of the plurality of users and converting information exchanged between the predetermined format substantially controlled by the employer of the user and a predetermined format of the information resource.

US Patent:

20030174829, Sep 18, 2003

Filed:

Mar 12, 2002

Appl. No.:

10/096235

Inventors:

Anthony Dezonno - Bloomingdale IL, US
Jeffrey 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 Powers - Carol Stream IL, US
Craig Shambaugh - Wheaton IL, US

International Classification:

H04M003/00
H04M005/00

US Classification:

379/265020, 379/265060

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:

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.