Patents by Inventor Matthew D. Goodman

Matthew D. Goodman 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).

  • Call flow framework for consistent troubleshooting across multiple vendors and locations
    Patent number: 8031858
    Abstract: A call flow guidance system helps a call center agent navigate the maze of complex call flows that apply to an enormous spectrum of caller issues, and further improves adoption rates and training timelines for the call center agents. Through the system, call center agents easily navigate multiple call flows and view information tailored to improve average handle time (AHT) and first call resolution (FCR). The system provides dynamic content attached to call flows and improve call flow navigation by implementing links that bridge nodes between display sections of a particular call flow and links that cross from one call flow to another.
    Type: Grant
    Filed: December 4, 2007
    Date of Patent: October 4, 2011
    Assignee: Accenture Global Services Limited
    Inventors: Michael J. Miller, Matthew D. Goodman, Shawn D. Meyer
  • CALL FLOW FRAMEWORK FOR CONSISTENT TROUBLESHOOTING ACROSS MULTIPLE VENDORS AND LOCATIONS
    Publication number: 20090141868
    Abstract: A call flow guidance system helps a call center agent navigate the maze of complex call flows that apply to an enormous spectrum of caller issues, and further improves adoption rates and training timelines for the call center agents. Through the system, call center agents easily navigate multiple call flows and view information tailored to improve average handle time (AHT) and first call resolution (FCR). The system provides dynamic content attached to call flows and improve call flow navigation by implementing links that bridge nodes between display sections of a particular call flow and links that cross from one call flow to another.
    Type: Application
    Filed: December 4, 2007
    Publication date: June 4, 2009
    Inventors: Michael J. Miller, Matthew D. Goodman, Shawn D. Meyer