Glenbrook Networks

Aspect Communications Corporation

Better Accent, LLC

Glenbrooks Networks

Glennbrook Networks

Edward Komissarchik

Julia Komissarchik

Kevin J McPartlan

Lauren O'Brien

Gary Sorensen

John Rafter

Robert Chastain Hayes

David Glassman

Katherine McElroy

A system and methods for analyzing pronunciation, detecting errors and providing automatic feedback to help non-native speakers improve pronunciation of a foreign language is provided that employs publicly available, high accuracy third-party automatic speech recognizers available via the Internet to analyze and identify mispronunciations.

System and methods for improving language pronunciation

A system and methods for automatically assigning of classification codes to a business based on information about the business collected from the Internet are provided in which data extracted from trawling the Internet is compared to a node structure based on a taxonomy of a selected business classification code system.

Apparatus and method for automatic assignment of industry classification codes

Provided are methods and systems that extract facts of unstructured documents and build an oracle for various domains. The present invention addresses the problem of efficient finding and extraction of facts about a particular subject domain from semi-structured and unstructured documents, makes inferences of new facts from the extracted facts and the ways of verification of the facts, thus becoming a source of knowledge about the domain to be effectively queried. The methods and systems can also extract temporal information from unstructured and semi-structured documents, and can find and extract dynamically generated documents from Deep or Dynamic Web.

System and method for facts extraction and domain knowledge repository creation from unstructured and semi-structured documents

A method to determine transaction distribution among a plurality of transaction processing systems may include calculating estimated handling resources for each of the plurality of transaction processing systems based upon measured actual handling resources and identified scheduled handling resources. Transaction allocations may be determined for each of the transaction processing systems based upon the estimated handling resources.

System and method to allocate transactions

A method and apparatus for performing customer service request allocations based upon real-time data and forecast data, calculates estimated handling resources for each of the transaction processing systems based upon actual handling resources and scheduled handling resources. Customer service transaction workloads are forecasted for the handling resources for each of the transaction processing systems. Then, customer service request allocations are determined using estimated handling resources and the forecasted customer service transaction workload.

Customer service request allocations based upon real-time data and forecast data

A method and apparatus are provided for performing real-time transaction routing augmented with forecast data and agent schedules. According to one aspect of the present invention, transactions are distributed among multiple transaction processing systems using both scheduled and actual handling resources. Actual handling resources associated with each of the transaction processing systems, such as automatic call distributors (ACDs), is measured at time t. Scheduled handling resources associated with each of the transaction processing systems for time t are also are identified. Then, estimated handling resources are calculated for each of the transaction processing systems for time t&plus;n based upon the actual handling resources and the scheduled handling resources. Based upon the estimated handling resources, transaction allocations for each of the transaction processing systems is determined. Finally, responsive to a routing query from a network interface, a routing decision is communicated to the network interface based upon the transaction allocations. According to another aspect of the present invention, a virtual call center is provided. The virtual call center includes a wide area network (WAN), multiple call centers coupled to the WAN, and a transaction routing controller coupled to the WAN. Each of the call centers includes a transaction processing system. The transaction routing controller is configured to calculate allocation percentages for each of the call centers based upon scheduled staffing levels and actual staffing level information received from the transaction processing systems. The transaction routing controller is additionally configured to load balance incoming calls according to the allocation percentages.

Real-time transaction routing augmented with forecast data and agent schedules

A method and apparatus are provided for performing staffing-based percentage-allocation routing using real-time data. According to one aspect of the present invention, transaction allocation is determined using both scheduled and actual handling resources. Actual handling resources associated with each of several transaction processing systems, such as automatic call distributors (ACDs), are measured at times t and t&plus;n. Scheduled handling resources associated with each of the transaction processing systems for times t and t&plus;n are also identified. Then, estimated handling resources are calculated for each of the transaction processing systems for time t&plus;n based upon the actual handling resources and the scheduled handling resources. Finally, based upon the estimated handling resources, transaction allocations for each of the transaction processing systems are determined. According to another aspect of the present invention, a virtual call center is provided. The virtual call center includes a wide area network (WAN), multiple call centers coupled to the WAN, and an allocation controller coupled to the WAN. Each of the call centers includes a transaction processing system. The allocation controller is configured to calculate allocation sets for one or more forecast periods based upon scheduled staffing levels and actual staffing level information received from the transaction processing systems. The allocation sets include percent allocations for each of the transaction processing systems. The allocation controller is additionally configured to balance call distribution among the transaction processing systems by uploading the allocation sets to an inter-exchange carrier interface.

Staffing-based percentage-allocation routing using real-time data

A pronunciation training system and methods are provided as a series of programmed routines stored on an item of removable storage media, and select information generated by a speech analysis engine to compute and display graphical representations of metrics useful to a student. The student selects from among a plurality of pre-recorded utterances spoken by a native speaker, and the student then records his or her pronunciation of the utterance. The software computes and displays graphical metrics for the native speaker's utterance and the student's utterance, in any of a variety of formats, on a side-by-side basis. The system also permits the student to repeat selected phrases and to monitor improvement by similarity between the graphical metrics.

Growing community of inventors

Hillsborough, CA, United States of America

Edward Komissarchik