Lyle 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.