Patents by Inventor Cameron David Smith

Cameron David Smith has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • System and method for customer experience management
    Patent number: 10135982
    Abstract: A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.
    Type: Grant
    Filed: September 25, 2017
    Date of Patent: November 20, 2018
    Inventors: Matthew J. Surridge, Andrew T. C. Verrall, Cameron David Smith, Gregory J. Hedges, Merijn te Booij
  • SYSTEM AND METHOD FOR CUSTOMER EXPERIENCE MANAGEMENT
    Publication number: 20180013890
    Abstract: A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.
    Type: Application
    Filed: September 25, 2017
    Publication date: January 11, 2018
    Inventors: Matthew J. Surridge, Andrew T.C. Verrall, Cameron David Smith, Gregory J. Hedges, Merijn te Booij
  • System and method for customer experience management
    Patent number: 9774737
    Abstract: A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.
    Type: Grant
    Filed: July 11, 2016
    Date of Patent: September 26, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Matthew J. Surridge, Andrew T. C. Verrall, Cameron David Smith, Gregory J. Hedges, Merijn te Booij
  • SYSTEM AND METHOD FOR CUSTOMER EXPERIENCE MANAGEMENT
    Publication number: 20160323447
    Abstract: A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.
    Type: Application
    Filed: July 11, 2016
    Publication date: November 3, 2016
    Inventors: Matthew J. Surridge, Andrew T.C. Verrall, Cameron David Smith, Gregory J. Hedges, Merijn te Booij
  • System and method for customer experience management
    Patent number: 9392116
    Abstract: A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.
    Type: Grant
    Filed: December 26, 2013
    Date of Patent: July 12, 2016
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Matthew J. Surridge, Andrew T.C. Verrall, Cameron David Smith, Gregory J. Hedges, Merijn te Booij
  • SYSTEM AND METHOD FOR CUSTOMER EXPERIENCE MANAGEMENT
    Publication number: 20150189088
    Abstract: A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.
    Type: Application
    Filed: December 26, 2013
    Publication date: July 2, 2015
    Inventors: Matthew James Surridge, Andrew Thomas Charles Verrall, Cameron David Smith, Gregory John Hedges, Merijn te Booij