1
Arik Elberse: Using existing web-based information to generate responses to user queries. Nortel Networks, Barnes & Thornburg, May 29, 2007: US07225232 (109 worldwide citation)

Email response management systems (ERMSs) have previously been developed for use with contact centers where email queries are received from customers. These ERMSs have contained pre-configured information suitable for incorporating into email responses. A major problem with this approach is that a l ...


2
Patrick Hession, Tony McCormack, Arik Elberse: Contact center. Avaya, Barnes & Thornburg, August 3, 2010: US07769161 (26 worldwide citation)

One problem faced by contact center providers is how to most effectively balance limited contact center resources against the need to provide good customer service. The present invention addresses this problem by enabling a contact center to use external resources such as freelance contact center ag ...


3
Arik Elberse, John H Yoakum: Using interactive communication session cookies in web sessions. Rockstar Consortium US, Withrow & Terranova PLLC, June 17, 2014: US08756326 (21 worldwide citation)

In one embodiment of the present invention, a web cookie or information provided in a web cookie is accessed by a first communication client and forwarded to a second communication client during an interactive communication session (ICS). The second communication client can use the web cookie or inf ...


4
Arik Elberse, Breandan Dalton, Seamus MacConaonaigh: Method of using a web-browser to pass information from a first web-entity to one of a plurality of second web-entities. Nortel Networks, Barnes & Thornburg, November 3, 2009: US07613824 (3 worldwide citation)

When a user obtains information from a web-based information system this is usually being obtained for a task which then needs to be completed by the user. Often this task involves sending the information onto another device. For example, in the case that the web-based information system is a teleph ...


5
Patrick Hession, Arik Elberse, John Duncan, Lee Dalsu: Work flow engine for controlling delivery of media treatments to customer contacts. Avaya, Barnes & Thornburg, July 17, 2012: US08224922 (1 worldwide citation)

The present invention recognizes that there is a need to enable scripts or rules within workflow engines to be more dynamic, more easily created, more easily interpreted by other software entities and moreover to enable many different media types to be provided rather than only one such as voice. Th ...


6
Tony McCormack, Neil O Connor, Arik Elberse, Patrick Hession: Peer to peer contact center. Rockstar Consortium US, Barnes & Thornburg, January 6, 2015: US08929533

A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects the calls to individual terminals according to simple rules without subjecting the calls to any contact ...


7
Patrick Hession, Arik Elberse, John Costello, Owen Friel: Method of operating a contact center. Avaya, January 26, 2016: US09247070

Some known Contact Centers rely on a Network Level Router to determine which of a number of available Contact Centers should deal with a given contact. This decision is made by the NLR based on real time information provided by the Contact Centers. However, the format of such information is propriet ...


8
John H Yoakum, Arik Elberse: Interactive communication session cookies. Nortel Networks, Withrow & Terranova Pllc, May 10, 2007: US20070106670-A1

In one embodiment of the present invention, the concepts similar to web cookies are applied to interactive communication sessions (ICS). In particular, an ICS cookie is created by a first communication client in association with a first ICS, and delivered to a second communication client. In associa ...


9
Arik Elberse: Using existing web-based information to generate responses to user queries. William M Lee Jr, Lee Mann Smith McWilliams Sweeney & Ohlson, October 2, 2003: US20030188037-A1

Email response management systems (ERMSs) have previously been developed for use with contact centres where email queries are received from customers. These ERMSs have contained pre-configured information suitable for incorporating into email responses. A major problem with this approach is that a l ...


10
Neil O Connor, Arik Elberse, Michael Hartman: Method and system for distributing contacts within a network. Barnes & Thornburg, June 9, 2005: US20050125487-A1

Contacts received by a contact centre are auctioned to other contact centres to determine an optimum service or cost for each contact. By publishing requests for bids to a network visible space, multiple contact centres or agents can monitor for new requests, and if they can service the request, sub ...