Roger A Sumner

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:

7058169, Jun 6, 2006

Filed:

Aug 27, 2003

Appl. No.:

10/649539

Inventors:

Roger Sumner - Batavia IL, US
Anthony Dezonno - Bloomingdale IL, US

Assignee:

D.B. Zwirn Finance, LLC - New York NY

International Classification:

H04M 3/00
H04M 5/00

US Classification:

37926502, 37926512

Abstract:

The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method.

US Patent:

7058578, Jun 6, 2006

Filed:

Sep 24, 2002

Appl. No.:

10/253094

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
Anthony J. Dezonno - Blommingdale IL, US

Assignee:

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

International Classification:

G10L 21/00

US Classification:

7042701

Abstract:

A media handler is used in a transaction processing system, where the system is configured to route incoming calls from callers to agents associated with the transaction processing system, and the incoming calls are based on voice-mode communication and text-mode communication. The media handler includes a media translator operatively incorporated into the transaction processing system and configured to facilitate translation between the voice-mode communication and the text-mode communication. An agent preference setting is selectable by the agent between a voice-mode and a text-mode. Also included is a speech recognition unit configured to convert the voice-mode communication to the text-mode communication and a speech synthesizer configured to convert the text-mode communication to the voice-mode communication.

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:

7184540, Feb 27, 2007

Filed:

Nov 26, 2002

Appl. No.:

10/304872

Inventors:

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

Assignee:

Rockwell Electronic Commerce Technologies, LLC - Wood Dale IL

International Classification:

H04M 3/00

US Classification:

37926502, 37926512, 37926513

Abstract:

The method and apparatus improves call transactions in a communication system having an automatic call distribution system. A personality profile of each agent of a plurality of agents in the system is determined. A respective personality profile is one of a plurality of predetermined personality profile types. The determined personality profile type for respective agents are stored as personality profile records in a database. A personality profile of a caller is then determined, the personality profile of the caller being one of the plurality of personality profile types. A priority hierarchy is provided for matching a personality profile types of the caller to personality profile types of the agents. The personality profile type of the caller is then compared to the personality profile type of the agents according to this priority hierarchy. An agent is selected from the plurality of agents based on the comparison of the personality profile types.

US Patent:

7197132, Mar 27, 2007

Filed:

Mar 21, 2002

Appl. No.:

10/103454

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 Power - Carol Stream IL, US
Craig Shambaugh - Wheaton IL, US

Assignee:

Rockwell Electronic Commerce Technologies, LLC - Wood Dale IL

International Classification:

H04M 5/00

US Classification:

37926507, 37926607

Abstract:

A method and apparatus are provided for guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center. The method includes the steps of recognizing a voice content of the client of the call center, correlating the recognized voice content with a first goal of the plurality of goals of the call center and presenting script to the agent of the call center based upon the correlated goal of the call center.

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.