Mark Joseph Wells
Engineers at Splitarrow Dr, Austin, TX
License number
Colorado 36453
Issued Date
May 10, 2002
Renew Date
Sep 22, 2009
Expiration Date
May 31, 2010
Type
Professional Engineer
Address
Address
8909 Splitarrow Dr, Austin, TX 78717
Professional information
Mark Wells
Location:
Austin, Texas Area
Industry:
Information Technology and Services
Vp At Ktec Cleanroom Systems
Position:
Owner at KTEC Cleanroom Systems, VP at KTEC Cleanroom Systems
Location:
Austin, Texas Area
Industry:
Facilities Services
Work:
KTEC Cleanroom Systems
-
Owner
KTEC Cleanroom Systems
since Feb 1995
-
VP
Education:
University of Notre Dame 1976 - 1980
Bachelor of Science (BS), Mechanical Engineering
Bachelor of Science (BS), Mechanical Engineering
Automatic Call Distribution System Using Computer Network-Based Communication
US Patent:
6665395, Dec 16, 2003
Filed:
Dec 11, 1998
Appl. No.:
09/209800
Inventors:
Andrew T. Busey - Austin TX
Mark Lovett Wells - Austin TX
Peter Novosel - Austin TX
Govind Balakrishnan - Round Rock TX
Peter Bunyan - Austin TX
Dwight M. Moore - Austin TX
Edward C. Horvath - Austin TX
Kirschen Alcyone Seah - Austin TX
Stephen P. Zilko - Austin TX
Zhiyu Zhang - Austin TX
George Currie - Austin TX
Mohammed Ehtesham Hoq - Austin TX
Kenneth Lynn Bowen - Austin TX
Christopher Sanchez - Austin TX
Mark Lovett Wells - Austin TX
Peter Novosel - Austin TX
Govind Balakrishnan - Round Rock TX
Peter Bunyan - Austin TX
Dwight M. Moore - Austin TX
Edward C. Horvath - Austin TX
Kirschen Alcyone Seah - Austin TX
Stephen P. Zilko - Austin TX
Zhiyu Zhang - Austin TX
George Currie - Austin TX
Mohammed Ehtesham Hoq - Austin TX
Kenneth Lynn Bowen - Austin TX
Christopher Sanchez - Austin TX
Assignee:
Avaya Technology Corp. - Basking Ridge NJ
International Classification:
H04M 300
US Classification:
37926509, 37926511
Abstract:
Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or âendpoints. â Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agents efficiency at handling a particular communication type call. An agent user inteface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customers computer. The system provides for detailed agent performance tracking.
Automatic Call Distribution System Using Computer Network-Based Communication
US Patent:
2004005, Mar 25, 2004
Filed:
Sep 29, 2003
Appl. No.:
10/675180
Inventors:
Andrew Busey - Austin TX, US
Mark Wells - Austin TX, US
Peter Novosel - Austin TX, US
Govind Balakrishnan - Round Rock TX, US
Peter Bunyan - Austin TX, US
Dwight Moore - Austin TX, US
Edward Horvath - Austin TX, US
Kirschen Seah - Austin TX, US
Stephen Zilko - Austin TX, US
Zhiyu Zhang - Austin TX, US
George Currie - Austin TX, US
Mohammed Hoq - Austin TX, US
Kenneth Bowen - Austin TX, US
Christopher Sanchez - Austin TX, US
Mark Wells - Austin TX, US
Peter Novosel - Austin TX, US
Govind Balakrishnan - Round Rock TX, US
Peter Bunyan - Austin TX, US
Dwight Moore - Austin TX, US
Edward Horvath - Austin TX, US
Kirschen Seah - Austin TX, US
Stephen Zilko - Austin TX, US
Zhiyu Zhang - Austin TX, US
George Currie - Austin TX, US
Mohammed Hoq - Austin TX, US
Kenneth Bowen - Austin TX, US
Christopher Sanchez - Austin TX, US
Assignee:
Acuity Software
International Classification:
H04M003/00, H04M005/00, H04M003/42
US Classification:
379/265090, 379/212010
Abstract:
Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agent's availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user inteface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for “blending” of different communication types.
Automatic Call Distribution System Using Computer Network-Based Communication
US Patent:
7746362, Jun 29, 2010
Filed:
Feb 10, 2006
Appl. No.:
11/352146
Inventors:
Andrew T. Busey - Austin TX, US
Mark Lovett Wells - Austin TX, US
Peter Novosel - Austin TX, US
Govind Balakrishnan - Round Rock TX, US
Peter Bunyan - Austin TX, US
Dwight M. Moore - Austin TX, US
Edward C. Horvath - Austin TX, US
Kirschen Alcyone Seah - Austin TX, US
Stephen P. Zilko - Austin TX, US
Zhiyu Zhang - Austin TX, US
George Currie - Austin TX, US
Mohammed Ehtesham Hoq - Austin TX, US
Kenneth Lynn Bowen - Austin TX, US
Christopher Sanchez - Austin TX, US
Mark Lovett Wells - Austin TX, US
Peter Novosel - Austin TX, US
Govind Balakrishnan - Round Rock TX, US
Peter Bunyan - Austin TX, US
Dwight M. Moore - Austin TX, US
Edward C. Horvath - Austin TX, US
Kirschen Alcyone Seah - Austin TX, US
Stephen P. Zilko - Austin TX, US
Zhiyu Zhang - Austin TX, US
George Currie - Austin TX, US
Mohammed Ehtesham Hoq - Austin TX, US
Kenneth Lynn Bowen - Austin TX, US
Christopher Sanchez - Austin TX, US
Assignee:
Avaya Inc. - Basking Ridge NJ
International Classification:
G06F 13/00
US Classification:
345650, 345594
Abstract:
Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints. ” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user interface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking.
Automatic Call Distribution System Using Computer Network-Based Communication
US Patent:
7995740, Aug 9, 2011
Filed:
Feb 10, 2006
Appl. No.:
11/351605
Inventors:
Andrew T. Busey - Austin TX, US
Mark Lovett Wells - Austin TX, US
Peter Novosel - Austin TX, US
Govind Balakrishnan - Round Rock TX, US
Peter Bunyan - Austin TX, US
Dwight M. Moore - Austin TX, US
Edward C. Horvath - Austin TX, US
Kirschen Alcyone Seah - Austin TX, US
Stephen P. Zilko - Austin TX, US
Zhiyu Zhang - Austin TX, US
George Currie - Austin TX, US
Mohammed Ehtesham Hoq - Austin TX, US
Kenneth Lynn Bowen - Austin TX, US
Christopher Sanchez - Austin TX, US
Mark Lovett Wells - Austin TX, US
Peter Novosel - Austin TX, US
Govind Balakrishnan - Round Rock TX, US
Peter Bunyan - Austin TX, US
Dwight M. Moore - Austin TX, US
Edward C. Horvath - Austin TX, US
Kirschen Alcyone Seah - Austin TX, US
Stephen P. Zilko - Austin TX, US
Zhiyu Zhang - Austin TX, US
George Currie - Austin TX, US
Mohammed Ehtesham Hoq - Austin TX, US
Kenneth Lynn Bowen - Austin TX, US
Christopher Sanchez - Austin TX, US
Assignee:
Avaya Inc. - Basking Ridge NJ
International Classification:
H04M 3/00, H04M 5/00, H04M 7/00
US Classification:
37926502, 37922103, 37926501, 3792661
Abstract:
Multiple communication types (e. g. chat, email, voice, etc. ) are integrated into a call center. Embodiments can allow a single agent to handle multiple endpoints and multiple communication types. An agent user interface allows the agent to have control over accepting multiple communications and provides information to the agent about the communications and the customer. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system also provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system also provides for “blending” of different communication types to provide a single interface to the agent.