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專利授權公司 Pragmatus Telecom LLC 控告多家公司在線客服侵犯其專利

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科技產業資訊室 (iKnow) - SYL 發表於 2012年12月10日

2012 年 11 月 21 日,一家設立於美國維吉尼亞州的專利授權公司 Pragmatus Telecom LLC,向美國德拉瓦州聯邦地院提起多起專利侵權告訴,控告 3M Company 、Nike Inc. 、AT&T Inc. 、Enterprise Rent-A-Car Company 、Volkswagen Group of America Inc. 、Crocs Inc. 等橫跨不同業別之 28 家 公司,侵犯其所擁有、透過網際網路提供遠端客戶協助 之方法與系統專利 。

以控告 3M Company 的訴狀為例, PragmatusTelecom LLC 指出, 3M Company 所提供的在線即時客服 (Live Chat Service) ,至少侵犯系爭專利 US 6,311,231(‘231 專利 ) 之請求項 1 、US 6,668,286(‘286 專利 ) 之請求項 9 以及 US 7,159,043(‘043 專利 ) 之請求項 1 。其他案件之訴狀內容與控告 3M Company 者幾乎完全一樣,僅是被告公司名稱的替換而已。

本案系爭專利內容如下 :

‘231 專利之名稱為 「透過使用 VoIP 之客戶聯絡通道轉換系統來協調資料與語音通訊的方法與系統(Method and system for coordinating data and voice communications via customer contract channel changing system using voice over IP)」,於 2001 年 10 月 30 日核發;

‘ 286 專利 之名稱為「透過使用 IP 之客戶聯絡通道轉換系統來協調資料與語音通訊的方法與系統(Method and system for coordinating data and voice communications via customer contact channel changing system over IP)」,於 2003 年 12 月 23 日核發;

‘043 專利之名稱為「透過聯絡通道轉換系統來協調資料與語音通訊的方法與系統(Method and system for coordinating data and voice communications via contact channel changing system)」,於 2007 年 1 月 2 日核發。

而在 2012 年 12 月 5 日,Pragmatus Telecom LLC 又向相同法院以僅是替換被告公司名稱之同樣訴狀內容,控告另外 13 家公司所提供之在線即時客服,侵犯本案系爭專利權利。

本案原告之專利授權公司,是以不同技術領域之專利組合來區分成不同的有限責任公司 (LLC) ,除了 Pragmatus Telecom LLC 之外,還有 Pragmatus AV LLC 、Pragmatus VOD LLC 、Pragmatus Mobile LLC 等。

而 Pragmatus Telecom LLC 就系爭專利之權利主張動作,亦引發反擊:併購提供網頁聊天軟體 BoldChat 之公司 Bold Software, LLC 的軟體公司 LogMeIn Inc.,因使用 BoldChat 軟體之客戶被 Pragmatus Telecom LLC 提告或警告侵犯系爭專利,因此 LogMeIn Inc. 在 2012 年 11 月 21 日向德拉瓦州聯邦地院提告,主張其軟體產品未侵權且系爭專利為無效 ( 案號為 1:12-cv-01507-RGA) 。(1097 字;表 4)

表一、請求項解析

US 6,311,231 請求項 1 US 6,668,286 請求項 9
1. In communications systems comprising a server (Fig.1 - 28) connected to the Internet-, customer premises equipment in a remote customer premise (Fig.1 - 2) comprising a customer computer (Fig.1 - 4) connectable to the Internet and having a customer IP addres, a call center (Fig.1 - 24) having a plurality of help agent computers connected to the Internet, a method for the customer to obtain help in relation to a WWW page having a URL (universal resource lacator) from the server displayed by the customer computer comprising the steps:
在由連接上網路之伺服器、包含可連上網路並具備客戶 IP 位址之客戶電腦的遠端客戶設備、具備複數連上網路之協助用電腦的呼叫中心所構成之通訊系統中,一項用來讓客戶取得、與源自前述伺服器之具備 URL 的 WWW 網頁有關之協助的方法,其包括以下步驟
9. An automated call distribution system comprising a server(Fig.1 - 28) and a call centre (Fig.1 - 24),
一項自動呼叫分派系統,包括一伺服器與一呼叫中心
a) the customer selecting a remote help option from the page;
a) 客戶從前述網頁上選擇遠端協助選項
the server being for providing network service to a customer terminal(Fig.1 - 2), the server comprising one or more pages downloadable to the customer terminal operable to provide a remote help option selectable by a user of the customer terminal, and upon selection of the remote help option, send a help request to the call centre identifying a contact channel through which the user of the customer terminal can be reached;
前述伺服器用來提供網路服務給一客戶終端,前述伺服器由一或多個網頁構成,其可以被下載至客戶終端並可以運作來提供客戶終端使用者可選擇之遠端協助選項,而在遠端協助選項被選擇時,傳送一協助請求至呼叫中心,要求擇定一聯絡通道,並透過該通道聯絡客戶終端使用者
b) the customer computer automatically preparing a help request form (Fig.1 - 54) comprising the customer IP address;
b) 客戶電腦自動準備包括客戶 IP 位址的協助請求格式
the call centre comprising means operable to receive the help request and to contact the user of the customer terminal using the contact channel identified in the help request;
前述呼叫中心包括可運作來接收協助請求並使用在呼叫請求終被擇定之聯絡通道來聯絡客戶終端使用者的工具 '
c) the system automatically transferring the help request to the call center; and
c) 系統自動將協助請求傳送至呼叫中心
wherein the remote help option provides for the selection of one of a plurality of different contact channels.
而遠端協助請求提供從複數聯絡通道中擇一之選擇
d) the call center setting up a virtual audio channel on the Internet between one of said help agent computers and the customer computer using IP based voice communications.
d) 呼叫中心在網路上 、使用網際網路聲音通訊、在前述一個協助用電腦與客戶電腦間 設立一虛擬音訊通道
 pclass_12_A330a.gif  pclass_12_A330b.gif
US 7,159,043 請求項 1
1. A system for connecting a call center (Fig.1 - 24) to a customer computer (Fig.1 - 4) having a customer IP address, the system comprising
一項用來連接呼叫中心與具備 IP 位址之客戶電腦的系統,該系統包括
a server (Fig.1 - 28) configured to transmit a page having a URL for presentation on a remote customer computer,
一伺服器,其被配置來傳送在遠端客戶電腦上呈現之具備 URL 的網頁
the page including a remote help option which when selected generates a help request form (Fig.1 - 54) including the customer IP address, and
該網頁包括一遠端協助選項,當其被選擇時,會產生一包括客戶 IP 位址的協助請求格式
the server (Fig.1 - 46) further configured to forward the generated help request form to the call center.
前述伺服器被進一步配置來傳送前述協助請求格式至呼叫中心
 pclass_12_A330c.gif

Source: 科技政策研究與資訊中心 — 科技產業資訊室整理, 2012/12

 

表二、專利訴訟案件基本資料: Pragmatus Telecom LLC 控告 3M Company

訴訟名稱 Pragmatus Telecom LLC v. 3M Company
提告日期 2012 年 11 月 21 日
原告 Pragmatus Telecom LLC
被告 3M Company
案號 1:12-cv-01533-RGA
訴訟法院 the U.S. District Court for the District of Delaware
系爭專利 US 6,311,231 US 6,668,286 US 7,159,043
訴狀下載 download.gif

Source: 科技政策研究與資訊中心 — 科技產業資訊室整理, 2012/12

 

表三、 Pragmatus Telecom LLC 在 2012 年 11 月 21 日所提告之其他案件

提告日期 案件名稱 案號 被告 訴訟法院 系爭專利
2011 年 11 月 21 日 Pragmatus Telecom LLC v. Alcatel-Lucent USA Inc. 1:12-cv-01534-RGA Alcatel-Lucent USA Inc. the U.S. District Court for the District of Delaware US 6,311,231
US 6,668,286
US 7,159,043
Pragmatus Telecom LLC v. Aramark Corporation 1:12-cv-01535-RGA Aramark Corporation
Pragmatus Telecom LLC v. AT&T Inc. 1:12-cv-01536-RGA AT&T Inc.
Pragmatus Telecom LLC v. Bright House Networks LLC 1:12-cv-01537-RGA Bright House Networks LLC
Pragmatus Telecom LLC v. Brother International Corporation 1:12-cv-01538-RGA Brother International Corporation
Pragmatus Telecom LLC v. CDW Corporation 1:12-cv-01539-RGA CDW Corporation
Pragmatus Telecom LLC v. Comcast Corporation 1:12-cv-01540-RGA Comcast Corporation
Pragmatus Telecom LLC v. Comdata Corporation 1:12-cv-01541-RGA Comdata Corporation
Pragmatus Telecom LLC v. Crocs Inc. 1:12-cv-01542-RGA Crocs Inc.
Pragmatus Telecom LLC v. Enterprise Rent-A-Car Company 1:12-cv-01543-RGA Enterprise Rent-A-Car Company
Pragmatus Telecom LLC v. Frontier Communications Corp. 1:12-cv-01544-RGA Frontier Communications Corp.
Pragmatus Telecom LLC v. General Motors Company 1:12-cv-01545-RGA General Motors Company
Pragmatus Telecom LLC v. HSN Inc. 1:12-cv-01546-RGA HSN Inc.
Pragmatus Telecom LLC v. Lands' End Inc. 1:12-cv-01547-RGA Lands' End Inc.
Pragmatus Telecom LLC v. Lenovo (United States) Inc. 1:12-cv-01548-RGA Lenovo (United States) Inc.
Pragmatus Telecom LLC v. Lexmark International Inc. 1:12-cv-01549-RGA Lexmark International Inc.
Pragmatus Telecom LLC v. Nike Inc. 1:12-cv-01550-RGA Nike Inc.
Pragmatus Telecom LLC v. OCE-America Inc. 1:12-cv-01551-RGA OCE-America Inc.
Pragmatus Telecom LLC v. Office Depot Inc. 1:12-cv-01552-RGA Office Depot Inc.
Pragmatus Telecom LLC v. Oriental Trading Company Inc. 1:12-cv-01553-RGA Oriental Trading Company Inc.
Pragmatus Telecom LLC v. Redbox Inc. 1:12-cv-01554-RGA Redbox Inc.
Pragmatus Telecom LLC v. Rite Aid Corporation 1:12-cv-01555-RGA Rite Aid Corporation
Pragmatus Telecom LLC v. Sprint Spectrum LP 1:12-cv-01556-RGA Sprint Spectrum LP dba Sprint PCS
Pragmatus Telecom LLC v. Thomson Reuters US Inc. 1:12-cv-01557-RGA Thomson Reuters US Inc.
Pragmatus Telecom LLC v. U-Haul International Inc. 1:12-cv-01558-RGA U-Haul International Inc.
Pragmatus Telecom LLC v. Volkswagen Group of America Inc. 1:12-cv-01559-RGA Volkswagen Group of America Inc.
Pragmatus Telecom LLC v. Wal-Mart Stores Inc. 1:12-cv-01560-RGA Wal-Mart Stores Inc.

Source: 科技政策研究與資訊中心—科技產業資訊室整理, 2012/12

 

表四、 Pragmatus Telecom LLC 在 2012 年 12 月 5 日所提告之其他案件

提告日期 案件名稱 案號 被告 訴訟法院 系爭專利
2011 年 12 月 5 日 Pragmatus Telecom LLC v. AOL Inc. 1:12-cv-01649-UNA AOL Inc. the U.S. District Court for the District of Delaware US 6,311,231
US 6,668,286
US 7,159,043
Pragmatus Telecom LLC v. Bosch Security Systems Inc. 1:12-cv-01650-UNA Bosch Security Systems Inc.
Pragmatus Telecom LLC v. Dish Network Corporation 1:12-cv-01651-UNA Dish Network Corporation
Pragmatus Telecom LLC v. Elavon Inc. 1:12-cv-01652-UNA Elavon Inc.
Pragmatus Telecom LLC v. EMC Corporation 1:12-cv-01653-UNA EMC Corporation
Pragmatus Telecom LLC v. goEmerchant LLC 1:12-cv-01654-UNA goEmerchant LLC
Pragmatus Telecom LLC v. LL Bean Inc. 1:12-cv-01655-UNA LL Bean Inc.
Pragmatus Telecom LLC v. Mediacom Communications Corporation 1:12-cv-01656-UNA Mediacom Communications Corporation
Pragmatus Telecom LLC v. Nordstrom Inc. 1:12-cv-01657-UNA Nordstrom Inc.
Pragmatus Telecom LLC v. PerkinElmer Inc. 1:12-cv-01658-UNA PerkinElmer Inc.
Pragmatus Telecom LLC v. Philips Electronics North America Corporation 1:12-cv-01659-UNA Philips Electronics North America Corporation
Pragmatus Telecom LLC v. Staples Inc. 1:12-cv-01660-UNA Staples Inc.
Pragmatus Telecom LLC v. Starwood Hotels & Resorts Worldwide Inc. 1:12-cv-01661-UNA Starwood Hotels & Resorts Worldwide Inc.

Source: 科技政策研究與資訊中心—科技產業資訊室整理, 2012/12


 
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