Convergys Cmg Utah Inc.

Other

Convergys Customer Management Delaware LLC

Convergys Information Management Group, Inc.

Netcracker Technology Solutions, Inc.

Syniverse Technologies, LLC

Scott A Irwin

Robert Birch

Stephen DeWayne Weagraff

Joseph Paul Lupo

Sanjiv Karani

Brian D Craig

Matthew John Yuschik

Jayant M Naik

Dale R Peterson

Woosung Kim

Kishore Korimilli

Jeff Gordon

Joseph DiFonzo

Robert Wayne Boucher

Michael Louis Nutter

John Greer Moore

Scot Cunningham

Michael J Dimperio

Cordell Coy

Paolo Teotino

John Phillip Wick, Jr

Coy Cordell

Steve Weagraff

Maria F Vaughan

A system is disclosed for a digital rights management system which enforces license rights by establishing an account domain of registered consumer devices which may each receive a decryption key to be used to decode digital content bought by any of the devices within the account domain. Such system further enables the decentralization of content sharing by establishing a network of trusted intermediate devices to manage licenses on end devices for a central rights provider.

System and method for federated rights management

A method and system is disclosed herein for decoupling billing for web services from the application logic which governs those web services by instrumenting a web services stack to monitor SOAP envelopes for pre-determined elements and to use those elements to determine questions as to authorization for solvency as well as calculate charges for said web services.

System and method for web service billing

A method of utilizing mobile communication roaming data is described. The method receives a roaming data authorization from a user to allow using roaming data related to the user. The method receives roaming data related to the user from a set of mobile network operators. The method receives an information request related to the user. The method performs an analysis on the roaming data related to the user to retrieve the requested information. The method then sends a response containing the requested information.

Method and apparatus to provide mobile intelligence

A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be removed from automation to live support if it appears necessary.

System and method for automated customer service with contingent live interaction

A method of providing enhanced mobile communications services through collecting, analyzing, and utilizing cellular network data is described. The method configures an intelligence engine based on a set of rules. The method receives the set of rules through a user interface or generates the set of rules through performing an analysis on the network data by the intelligence engine. The method receives network data events and correlates the received network data events. The intelligence engine determines an action in response to a correlated network data event. The action includes sending a text message or email containing an offer to a mobile communications services subscriber, or updating a database. The method then performs the action.

Method and apparatus to collect, analyze, and utilize network data

There is disclosed a device-based eCare solution that facilitates computerized consumer service on consumer devices. The system may include an end device, a back-end server eCare system, and a communications technology. One or more consumer eCare applications, such as balance and pricing applications, consumer assistance applications, diagnostic applications, and anticipatory applications, may be resident on the device. The end device may be configured to monitor the consumer's activity and collect and store a set of data regarding the consumer's activity. The end device may be further programmed to proactively offer the consumer a consumer eCare application based on the set of data and execute the consumer eCare application in accordance with the consumer's instructions. The system may create a collaborative environment between the device, other devices, and the back-end server eCare system. The device may intermittently communicate with other devices, the back-end server eCare system, or both, to synchronize information.

System and method for device-based eCare

Resource allocation in a contact center can be performed using a network of nodes. Such a network of nodes can be organized according into resource nodes, domain nodes, and service nodes, with paths from the domain nodes, through the service nodes, to the resource nodes being used in the allocation.

Method and system for hierarchy based contact routing

A system and method for computerized metering, rating, billing and managing of account balances on an end computing device is disclosed herein wherein the end device may facilitate such processing whether the device is connected or is not connected to a network. The end device, furthermore, initiates communications with a host processor to obtain updated algorithms, rating tables and other accouterments necessary or desired to meter, rate, and process payments for transaction events. The end device initiates communications with the host processor or another end device to facilitate the synchronization of usage for pricing plans that span one or more devices.

System and method for a flexible device-based rating engine

An e-Care dispenser is disclosed herein which configures a set of devices to cooperatively process care requests by utilizing functional aspects distributed throughout those devices. The devices can be end user devices with varying capabilities, some of which might not possess resources to process the care request independently. The functional aspects can be distributed throughout the devices in such a manner as to efficiently utilize the devices in providing care.

System and method for dispensing e-Care

A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be removed from automation.

A system and method is disclosed which integrates a machine learning solution into a large scale, distributed transaction processing system using a supporting architecture comprising a combination of computer hardware and software. Methods of using a system comprising such supporting architecture provide application designers access to the functionality included in a machine learning solution, but might also provide additional functionality not supported by the machine learning solution itself.

Growing community of inventors

Water Springs, FL, United States of America

Scott A Irwin