Patent application number | Description | Published |
20110136568 | Portable Game Controller Settings - A player of a video game, whether a freestanding system or an online gaming platform, is able to customize game controller behavior based on his/her preference, regardless of the particular game controller he/she is using. A game controller settings store is provided for storing customized game controller mappings. The game controller settings store is separate from the game controller and is accessible using different game controllers, so that a player can leave his/her game controller at one location and use a different game controller, at a different location, while still having access to the his/preferred customized mappings. | 06-09-2011 |
20120302332 | METHOD AND APPARATUS FOR IMPLEMENTING NEMESIS MATCHMAKING - A method is provided for matchmaking including receiving at a processor based system a request from a user to join a game having one or more matches, wherein the matches comprise a first side playing against a second side wherein each of the first side and second side comprises a set of one or more players, obtaining a nemesis list for the user wherein the nemesis list comprises a list of one or more players having a determined rivalry against the user, and assigning the user to at least one match on one of the first side and the second side at least in part based on the nemesis list. A computer readable storage medium stores one or more computer readable programs adapted to cause a processor based system to execute similar steps, and a processor-based system is configured to perform similar steps. | 11-29-2012 |
20130249928 | APPARATUS AND METHOD FOR VISUAL REPRESENTATION OF ONE OR MORE CHARACTERISTICS FOR EACH OF A PLURALITY OF ITEMS - A method includes retrieving one or more characteristics for each of a plurality of items, and generating a first cloud on a display. The first cloud corresponds to a first characteristic of the one or more characteristics. The cloud includes a plurality of visual identifiers each corresponding to one of the plurality of items. Each visual identifier includes a first visual attribute and a second visual attribute. The first visual attribute includes a visual indicia of a ranking of the item represented by the visual identifier compared to the other items of the plurality of items according to the first characteristic. One or more computer programs may be adapted to execute the above steps, and a processor may be configured to perform the above steps. | 09-26-2013 |
20130252725 | METHOD AND APPARATUS FOR USE IN RESERVING A POSITION WITHIN A SIMULATION FOR ANOTHER USER - The present embodiments provide systems, apparatuses, processes and methods of providing interactive electronic gaming. Some of these methods comprise: receiving, during an active interactive electronic game with which a plurality of remote users are participating over a distributed network, a notification of termination of a first user's participation in the active interactive game; identifying a first position within the interactive game corresponding with the first user of the plurality of remote users; determining whether to provide a game state transfer of the first position within the interactive game; identifying, in response to determining to provide the game state transfer, a second user to which the first position is to be transferred, where the second user is not an active participant in the interactive game; and reserving, in response to determining to provide the game state transfer, the first position for the identified second user. | 09-26-2013 |
20130254278 | APPARATUS AND METHOD FOR MATCHING USERS TO GROUPS FOR ONLINE COMMUNITIES AND COMPUTER SIMULATIONS - A method includes detecting a first user seeking to join a group, detecting one or more groups recruiting members, retrieving user parameters corresponding to the first user, and retrieving group parameters corresponding to each of the one or more groups. The group parameters may comprise group characteristic data and group requirements. For each group of the one or more groups, the group parameters corresponding to the group are compared against the user parameters corresponding to the first user. A score is determined for each of the one or more groups based on the comparing. One or more selected groups of the one or more groups is recommended to the first user at least in part based on the score. One or more computer programs may be adapted to execute the above steps, and a processor may be configured to perform the above steps. | 09-26-2013 |
20130254680 | APPARATUS AND METHOD FOR MATCHING GROUPS TO USERS FOR ONLINE COMMUNITIES AND COMPUTER SIMULATIONS - A method includes detecting a first group seeking members, detecting one or more users seeking to join a group, retrieving group parameters corresponding to the first group, and retrieving user parameters corresponding to each of the one or more users. The group parameters may include group characteristic data and group requirements. For each user of the one or more users, the group parameters corresponding to the first group are compared against the user parameters corresponding to the user. A score is determined for each of the one or more users based on the comparing. One or more selected users of the one or more users is recommended to the first group at least in part based on the score. One or more computer programs may be adapted to execute the above steps, and a processor may be configured to perform the above steps. | 09-26-2013 |
Patent application number | Description | Published |
20090089135 | PROVIDING WORK, TRAINING, AND INCENTIVES TO COMPANY REPRESENTATIVES IN CONTACT HANDLING SYSTEMS - Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current workflow, and estimated workflow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated workflow. Thus, as a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry. | 04-02-2009 |
20090089136 | REAL-TIME ROUTING OF CUSTOMERS TO COMPANY REPRESENTATIVES IN CONTACT HANDLING SYSTEMS - Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, a method for assigning work to one or more company representatives is disclosed. The method includes assigning a proficiency associated with a training session to the company representative as soon as the training session is completed by a company representative. The method further includes associating the proficiency with increased work capability as soon as the proficiency associated with the training session is assigned to the company representative. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry. | 04-02-2009 |
20090089137 | RAPID DEPLOYMENT OF TRAINING FOR COMPANY REPRESENTATIVES IN CONTACT HANDLING SYSTEMS - Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, this application discloses a method for delivering training to company representatives. Also disclosed is an automated customer service and training management system. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry. | 04-02-2009 |
20090089138 | REAL-TIME PERFORMANCE BASED INCENTIVES FOR COMPANY REPRESENTATIVES IN CONTACT HANDLING SYSTEMS - Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, this application discloses, in part, a method for determining an incentive for a company representative. Also disclosed is a graphical interface enabling a user to control training based incentives. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry. | 04-02-2009 |
20090089153 | BROAD-BASED INCREMENTAL TRAINING SESSIONS FOR COMPANY REPRESENTATIVES IN CONTACT HANDLING SYSTEMS - Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, a method for providing training to company representatives is disclosed. Also disclosed is a system for managing work and training of company representatives. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry. | 04-02-2009 |
20090092241 | CONTACT HANDLING SYSTEMS INCLUDING AUTOMATED RETURN CONTACT RESPONSE REMINDERS - Many of the improvements in contact handling systems which may result from the teachings disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current workflow, response to contacts, and estimated workflow. Moreover, many of the improvements in contact handling systems disclosed herein relate to automatically improving company representative performance proficiency, training, incentives, scheduling, ensuring timely customer response, and workflow. Thus, as a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry. | 04-09-2009 |
20110178946 | SYSTEMS AND METHODS FOR REDUNDANCY USING SNAPSHOTS AND CHECK POINTING IN CONTACT HANDLING SYSTEMS - One example embodiment includes a method for computing environment redundancy with check pointing. The method includes receiving a script application in a first computing environment and a second computing environment. The method further includes receiving the one or more scripts in the first computing environment and the second computing environment. The method further includes executing the script application and at least one of the one or more scripts in the first computing environment and preparing a snapshot of the state of the first computing environment at predetermined checkpoints in the script application and the one or more scripts. The method further includes saving the snapshot to a memory in the first computing environment, transmitting the snapshot to the second computing environment and saving the snapshot to a memory in the second computing environment. | 07-21-2011 |
20120045042 | MULTI-TIERED MEDIA SERVICES FOR GLOBALLY INTERCONNECTING BUSINESSES AND CUSTOMERS - A multi-tiered communication system for minimizing communication latency for a caller in a remote location who initiates contact with a local data center. The system includes a local data center located in a first location including one or more Interactive Voice Recognition (IVR) functions that are configured for use with a caller who initiates contact with the local data center. The system also includes a remote media server located in a second location. The remote media server is configured to route an incoming call from the caller to the local data center, to route one or more IVR messages to the caller and to connect the caller with an agent for real-time communication. The agent is located in one of the second location or a third location that is substantially closer to the second location than the first location. Having the local data center in the first location enables the IVR message to be received by the caller after a period of expected delay and having the remote media server in the second or third location enables the real-time communication between the caller and the agent to be within an acceptable latency. | 02-23-2012 |
20120047266 | MULTI-TIERED MEDIA SERVICES USING CLOUD COMPUTING FOR GLOBALLY INTERCONNECTING BUSINESS AND CUSTOMERS - A multi-tiered communication system for provisioning a cloud computing system to host a media server. The system includes a data center including one or more Interactive Voice Recognition (IVR) functions that are configured for use with a caller who initiates contact with the data center. The system also includes a media server implemented in a cloud computing system. The media server is configured to route an incoming call from one subscriber to another, or in the case of a caller to the data center, to route one or more IVR messages to the caller and to connect the caller with an agent for real-time communication. | 02-23-2012 |
20120066016 | PROVIDING WORK, TRAINING, AND INCENTIVES TO COMPANY REPRESENTATIVES IN CONTACT HANDLING SYSTEMS - Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. Thus, as a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry. | 03-15-2012 |
20120099721 | RESTORATION OF A CALLER TO A PREVIOUS PLACE IN AN ON-HOLD QUEUE - A method for an automated call distribution system to re-associate a caller with a queue position previously established in an on-hold queue. The method includes receiving a first incoming call from a caller and assigning the caller to a position in an on-hold queue when the caller is placed on-hold by the automated call distribution system. A placeholder for the caller may then be assigned in the on-hold queue when the caller disconnects with the automated call distribution system. The placeholder corresponds to the position of the caller in the on-hold queue and is associated with a caller identifier. The method further includes receiving a second incoming call from the caller and associating the second incoming call with the caller identifier. It is then determined that the caller is associated with the placeholder. The caller is placed back into the on-hold queue at the position of the placeholder. | 04-26-2012 |
20130129072 | SYSTEMS AND METHODS OF INTRODUCING BENEFICIAL COMMUNICATION LATENCY IN CONTACT HANDLING SYSTEMS - Methods and apparatus for improving a contact with a customer in a contact handling system by introducing a slower expected communication rate to the contact are disclosed. The method can include communication via a first media having a first communication rate. The method can include ceasing communication via the first media. The method can include beginning communication via a second media having a second communication rate slower than the first communication rate. The method can further include ceasing communication via the second media and beginning communication via a third media having a third communication rate faster than the second communication rate. | 05-23-2013 |
20130129073 | SYSTEMS AND METHODS OF PARALLEL MEDIA COMMUNICATION IN CONTACT HANDLING SYSTEMS - Methods and apparatus for improving a contact with a customer in a contact handling system by enabling parallel communication via more than one media during a contact are disclosed. The method can include establishing a first connection path with the customer and communicating a first communication with the customer over the first connection path via a first media. The method can include establishing a second connection path with the customer and communicating a second communication with the customer over the second connection path while the first connection path is open over the second communication path via the second media. | 05-23-2013 |
20130176413 | SYSTEMS AND METHODS OF CONTACT MONITORING - Methods and apparatus for monitoring communication of contacts for identifying contacts for potential supervision are disclosed. The method can include electronically monitoring communication between an agent and a customer associated with a contact. The method can include monitoring the communication for one or more characteristics of the communication. The method can include automatically identifying, based on the one or more characteristics of the communication, that the contact includes a risk of producing a negative customer response. The method can include presenting the identified contact to a supervisor. | 07-11-2013 |
20130279669 | TELEPHONY SYSTEMS USING CLOUD COMPUTING FOR INTERCONNECTING BUSINESSES AND CUSTOMERS - A multi-tiered communication system for provisioning a cloud computing system to host a media server. The system includes a data center including one or more Interactive Voice Recognition (IVR) functions that are configured for use with a caller who initiates contact with the data center. The system also includes a media server implemented in a cloud computing system. The media server is configured to route an incoming call from one subscriber to another, or in the case of a caller to the data center, to route one or more IVR messages to the caller and to connect the caller with an agent for real-time communication. | 10-24-2013 |