Lyle R Hardy

US Patent:

20230035229, Feb 2, 2023

Filed:

Oct 7, 2022

Appl. No.:

17/962322

Inventors:

- Paris, FR
Lyle HARDY - Holladay UT, US

International Classification:

H04M 3/51

Abstract:

Embodiments of the present invention provide systems and methods for automatically controlling an electronic illumination device to indicate information pertaining to workstations or agents of a customer contact center. Some embodiments are useful in the context of employee management because the illumination devices are used to indicate information about tasks that employees are engaged in, the performance of the employees, and the status of the employees. A computer system coupled to the illumination device executes control software configured to send control signals over a communication interface, such as USB or Bluetooth. The data sent to the electronic illumination device can cause the illumination device to turn off or on, change color, blink, strobe, etc., for producing desired lighting effects representative of a status or event associated with an employee or workstation.

US Patent:

20200128129, Apr 23, 2020

Filed:

Oct 16, 2019

Appl. No.:

16/655051

Inventors:

- Paris, FR
Lyle HARDY - Holladay UT, US

International Classification:

H04M 3/51

Abstract:

Embodiments of the present invention provide systems and methods for automatically controlling an electronic illumination device to indicate information pertaining to workstations or agents of a customer contact center. Some embodiments are useful in the context of employee management because the illumination devices are used to indicate information about tasks that employees are engaged in, the performance of the employees, and the status of the employees. A computer system coupled to the illumination device executes control software configured to send control signals over a communication interface, such as USB or Bluetooth. The data sent to the electronic illumination device can cause the illumination device to turn off or on, change color, blink, strobe, etc., for producing desired lighting effects representative of a status or event associated with an employee or workstation.

US Patent:

20180295238, Oct 11, 2018

Filed:

Apr 5, 2017

Appl. No.:

15/480230

Inventors:

- Paris, FR
Lyle HARDY - Holladay UT, US

International Classification:

H04M 3/51
G06F 21/31
H04M 3/22
G10L 25/63
G10L 15/18

Abstract:

According to embodiments of the present invention, various computer implemented methods are provided for generating context sensitive alerts for the purposes of fraud detection and prevention. According to one embodiment, a communication (e.g., a call) is received at (or initiated by) a workstation by a human representative or agent. Verbal (voice) communication between the agent and the third party customer is monitored and converted into text. The agent's activity in applications executing in the workstation is also tracked. The combination of converted text and the activity of the agent is evaluated in a behavior engine to detect inconsistencies between the activity of the agent and authorized or typical activity. When inconsistencies are detected, security actions are performed to alert administrators of potential fraud and, in extreme cases, further action by the agent may be prevented in the workstation to prevent additional fraud.

US Patent:

20160065732, Mar 3, 2016

Filed:

Jun 25, 2015

Appl. No.:

14/750997

Inventors:

EVAN DAVIS - Santaquin UT, US
MITCH FELLING - Holladay UT, US
LYLE HARDY - Holladay UT, US

International Classification:

H04M 3/38
H04M 3/51

Abstract:

A method of fraud detection is disclosed. The method includes determining that a first agent at a first workstation of a contact center is not on a call at a first time. The contact center includes a plurality of workstations attended to by a plurality of agents. The method includes determining that the first agent is accessing a client based resource at the first time, wherein the resource is associated with a client. The method includes collecting electronic evidence of the first workstation.

US Patent:

20150106897, Apr 16, 2015

Filed:

Oct 16, 2013

Appl. No.:

14/055747

Inventors:

Evan DAVIS - Santaquin UT, US
Mitch FELLING - Holladay UT, US
Lyle HARDY - Holladay UT, US
Justin LONG - West Jordan UT, US

International Classification:

H04L 29/06

US Classification:

726 7

Abstract:

A method for authentication includes receiving a log-in request at a first client computer, and capturing user information with the request. The method includes capturing an image of the user, and sending a request for authentication, including the user information and image, to an authentication server. The method includes determining a representative user based on the user information, and determining an authorizing agent responsible for authorizing the representative user. The method includes sending the authentication request to a client computer associated with the authorizing agent, and providing verified identification information of the representative user along with the request so that the authorizing agent can perform authentication of the requesting user based on the user information, the captured image, and the verified identification information. The method includes receiving a result of the authentication, and controlling access by the first client computer to a secure data center based on the result.