1
Patrick Hession, Tony McCormack, James Hickey: Methods of monitoring communications sessions in a contact centre. Nortel Networks, Barnes & Thornburg, November 25, 2008: US07457404 (34 worldwide citation)

A method of monitoring a communications session between an agent of a contact centre and a user of that contact centre involves analysing data from the session to locate a pattern of data indicative of a situation requiring intervention in the communications session, such as a prolonged silence, sho ...


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
Patrick Hession, Tony McCormack, John Costello: System and method for notifying participants of topics in an ongoing meeting or conference. Rockstar Consortium US, Christopher & Weisberg P A, September 30, 2014: US08849907 (19 worldwide citation)

A conference notification system in which potential participants to a conference re notified of relevant sections of the conference as they occur. Records are maintained of associations of persons to at least one or more conference section indicators, each indicator being uniquely associated with a ...


4
Patrick Hession, Andrew Prokop, Tony McCormack: Directing contacts between an end user and a contact center agent. Nortel Networks, Barnes & Thornburg, July 22, 2008: US07403607 (11 worldwide citation)

Many types of contact center are arranged such that communications between contact center agents and customers or other end users are contingent upon, or dependent upon, successful operation of the contact center itself. However, if the contact center is not working for any reason, contacts cannot b ...


5
Tony McCormack, Patrick Hession, John Costello: Method and system for management of queues in contact centers. Nortel Networks, Christopher & Weisberg P A, September 14, 2010: US07796747 (5 worldwide citation)

Contacts are managed within a contact center by associating each contact with one or more skill set and priority identifiers. The contacts may be represented as a software object. Contact (or contact objects) may be queued relative to one another by means of references to and/or from the object(s) i ...


6
Patrick Hession, Tony McCormack, John Costello, Frank McGuire: System and method for automatically managing participation at a meeting. Rockstar Bidco, Barnes & Thornburg, February 21, 2012: US08121269 (2 worldwide citation)

A participant managing system which identifies potential invitees to a conference. A storage means maintains storing records of associations of persons at least to one or more keywords. During the preparation of the conference the system responds to the user's input of key words by identifying perso ...


7
Tony McCormack, Patrick Hession, Arik Elbarse, Neil O Connor: Management of contacts in a network of contact centers. Nortel Networks, Barnes & Thornburg, April 14, 2009: US07519626 (1 worldwide citation)

There is a need to provide a method of managing contacts in a network of contact centers which facilitates even distribution of work load across the contact centers, is flexible, has inherent resilience, and which enables each contact center to have a degree of autonomy. This is achieved in the pres ...


8
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 ...


9
Patrick Hession, Tony McCormack, John Costello, Frank McGuire: System and method for automatically managing participation at a meeting or conference. RPX Clearinghouse, Christopher & Weisberg P A, May 5, 2015: US09024993 (1 worldwide citation)

A participant managing system which identifies potential invitees to a conference. A storage means maintains storing records of associations of persons at least one or more key words. During the preparation of the conference the system responds to the user's input of key words by identifying persons ...


10
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 ...