Patents by Inventor Glenn Lidstone

Glenn Lidstone 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).

  • Real-time customer feedback
    Patent number: 9386144
    Abstract: Described are embodiments for providing real time feedback during communication between a customer and a contact center agent to allow a bad customer experience to be mitigated. Embodiments include a system that can identify and mitigate issues that may arise during the communication between the customer and the customer agent including a customer agent's performance, escalation to a supervisor, materials shared with the customer, wait time experience and/or other aspects of the communication. The feedback is provided while the customer and agent are still communicating. The feedback is linked to the specific session and agent. If an issue is identified, steps are taken to mitigate the issue.
    Type: Grant
    Filed: August 7, 2012
    Date of Patent: July 5, 2016
    Assignee: Avaya Inc.
    Inventors: Jeffrey G. Gartner, Nathan L. Peacock, Marc Saunders, Glenn Lidstone
  • REAL-TIME CUSTOMER FEEDBACK
    Publication number: 20140044250
    Abstract: Described are embodiments for providing real time feedback during communication between a customer and a contact center agent to allow a bad customer experience to be mitigated. Embodiments include a system that can identify and mitigate issues that may arise during the communication between the customer and the customer agent including a customer agent's performance, escalation to a supervisor, materials shared with the customer, wait time experience and/or other aspects of the communication. The feedback is provided while the customer and agent are still communicating. The feedback is linked to the specific session and agent. If an issue is identified, steps are taken to mitigate the issue.
    Type: Application
    Filed: August 7, 2012
    Publication date: February 13, 2014
    Applicant: Avaya Inc.
    Inventors: Jeffrey G. Gartner, Nathan L. Peacock, Marc Saunders, Glenn Lidstone