Patents by Inventor Matthew S. Malden

Matthew S. Malden 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).

  • Patent number: 8005814
    Abstract: The invention provides user configurable and reconfigurable scripting, methods of scripting, and systems for scripting for use by call centers, technical support centers, and marketers. Scripts are interactive tools that guide a telemarketer, a sales person, or a technical support technician through a telephone call with a customer. Scripts are characterized by going on to particular subsequent questions as a function of the customer's answer to a previous question.
    Type: Grant
    Filed: December 1, 2008
    Date of Patent: August 23, 2011
    Assignee: Siebel Systems, Inc.
    Inventors: John L. Coker, Matthew S. Malden, Kevin R. Nix
  • Patent number: 7747959
    Abstract: Flexible and extensible combination user interfaces are described. Combination user interfaces combine task-based and deductive user interfaces in such a manner that complex user interactions can be facilitated using a more meaningful and intuitive user interface than would have been possible using task-based or deductive user interfaces exclusively. The described combination user interfaces are flexible and extensible. They are flexible in that users can work on multiple tasks or switch between tasks without first needing to complete another task. They are extensible in that they can be extended to add, modify, or remove tasks or portions of tasks. User interfaces can be extended by manipulating metadata associated with the user interfaces. The combination user interface can be combined with an Inbox concept to facilitate saving and assigning tasks. The Inbox represents a work queue for a user.
    Type: Grant
    Filed: December 17, 2004
    Date of Patent: June 29, 2010
    Assignee: Siebel Systems, Inc.
    Inventors: Carl Paul Keller, Bradley Scott Adelberg, Michael Eric Flexer, Matthew S. Malden
  • Publication number: 20090083246
    Abstract: The invention provides user configurable and reconfigurable scripting, methods of scripting, and systems for scripting for use by call centers, technical support centers; and marketers. Scripts are interactive tools that guide a telemarketer, a sales person, or a technical support technician through a telephone call with a customer. Scripts are characterized by going on to particular subsequent questions as a function of the customer's answer to a previous question.
    Type: Application
    Filed: December 1, 2008
    Publication date: March 26, 2009
    Applicant: Oracle International Corporation
    Inventors: John L. Coker, Matthew S. Malden, Kevin R. Nix
  • Patent number: 7467135
    Abstract: The invention provides user configurable and reconfigurable scripting, methods of scripting, and systems for scripting for use by call centers, technical support centers, and marketers. Scripts are interactive tools that guide a telemarketer, a sales person, or a technical support technician through a telephone call with a customer. Scripts are characterized by going on to particular subsequent questions as a function of the customer's answer to a previous question.
    Type: Grant
    Filed: July 27, 2004
    Date of Patent: December 16, 2008
    Assignee: Siebel Systems, Inc.
    Inventors: John L. Coker, Matthew S. Malden, Kevin R. Nix
  • Patent number: 7245714
    Abstract: A method and system to dynamically associate a workstation with a teleset. Data related to the call are transferred to the workstation during the call. Forming the dynamic association between the workstation and the teleset can include determining a hostname for the workstation, searching for the hostname in configuration data, and, if the hostname is found, dynamically associating the workstation with a teleset associated with the hostname. A server can be notified to transfer data associated with a call on the teleset to the workstation.
    Type: Grant
    Filed: April 26, 2005
    Date of Patent: July 17, 2007
    Assignee: Siebel Systems, Inc.
    Inventors: Kuang-Yang Huang, Matthew S. Malden, Henry D. Jay, Anil Annadata
  • Patent number: 7174514
    Abstract: A flowchart-based tool can be used to build a logical structure. In the context of a customer relationship management (CRM) system, the logical structure can comprise an ordered set of questions and branching logic that are presented to a customer of the business when the customer contacts the business with an inquiry, such as for a sale or service inquiry or other interaction. An engine can run a session associated with the logical structure, with the session presenting questions, text, graphics, and the like dynamically to customer across a network, such as the Internet and a web site. Branching logic determines the appropriate information to present to the user based on answers to previous questions. The engine allows presentation of the information to the user/customer, by generating hypertext markup language (HTML) files to display the questions or other elements of the logical structure as part of a user interface on a client terminal of the customer.
    Type: Grant
    Filed: March 28, 2001
    Date of Patent: February 6, 2007
    Assignee: Siebel Systems, Inc.
    Inventors: Pavitra Subramaniam, Robert H. Wang, Matthew S. Malden
  • Patent number: 6973175
    Abstract: A method and system to dynamically associate a workstation with a teleset. Data related to the call are transferred to the workstation during the call. Forming the dynamic association between the workstation and the teleset can include determining a hostname for the workstation, searching for the hostname in configuration data, and, if the hostname is found, dynamically associating the workstation with a teleset associated with the hostname. A server can be notified to transfer data associated with a call on the teleset to the workstation.
    Type: Grant
    Filed: May 16, 2003
    Date of Patent: December 6, 2005
    Assignee: Siebel Systems, Inc.
    Inventors: Kuang-Yang Huang, Matthew S. Malden, Henry D. Jay, Anil Annadata
  • Patent number: 6850895
    Abstract: A method, a program product, and a system for assigning resources to tasks in a rule based, resource constrained system. This is done by receiving as inputs tasks and task attributes; resources and resource attributes; and assignment rules. These inputs are used to searching a database of tasks, task attributes, and assignment rules thereof, to search a database of resources including resource attributes thereof, and to retrieve resources based upon the resource attributes. Resources are assigned to tasks based upon matches and scores of the resource attributes, the task attributes, and the assignment rules.
    Type: Grant
    Filed: May 30, 2001
    Date of Patent: February 1, 2005
    Assignee: Siebel Systems, Inc.
    Inventors: Robert A. Brodersen, Prashant Chatterjee, Peter Siam Sy Lim, III, Matthew S. Malden, Duane Wandless
  • Patent number: 6826745
    Abstract: The invention provides user configurable and reconfigurable scripting, methods of scripting, and systems for scripting for use by call centers, technical support centers, and marketers. Scripts are interactive tools that guide a telemarketer, a sales person, or a technical support technician through a telephone call with a customer. Scripts are characterized by going on to particular subsequent questions as a function of the customer's answer to a previous question.
    Type: Grant
    Filed: May 30, 2001
    Date of Patent: November 30, 2004
    Assignee: Siebel Systems, Inc.
    Inventors: John L. Coker, Matthew S. Malden, Kevin R. Nix
  • Publication number: 20040139075
    Abstract: Method and system for determination and granting of access to data and files by the file or database creator, owner or manager or by group or user access profiles. The database is partitionable among data owners, and access is awarded based upon the requestor's organizational attributes.
    Type: Application
    Filed: December 22, 2003
    Publication date: July 15, 2004
    Inventors: Karen Brodersen, Thomas M. Rothwein, Matthew S. Malden, Mingte J. Chen, Anil Annadata
  • Patent number: 6732100
    Abstract: Method and system for determination and granting of access to data and files by the file or database creator, owner or manager or by group or user access profiles. The database is partitionable among data owners, and access is awarded based upon the requestor's organizational attributes.
    Type: Grant
    Filed: March 31, 2000
    Date of Patent: May 4, 2004
    Assignee: Siebel Systems, Inc.
    Inventors: Karen Brodersen, Thomas M. Rothwein, Matthew S. Malden, Mingte J. Chen, Anil Annadata
  • Patent number: 6728702
    Abstract: According to one aspect of the present invention, a method includes displaying a search tool bar including a search icon. The method also includes displaying a search center pane after a user selects the search icon, wherein the search center pane includes a search frame. The method further includes selecting a search category from a dropdown list of search categories in the search frame. In addition, the method includes entering a search keyword. Furthermore, the method includes searching a database for data records matching the search category and the search keyword.
    Type: Grant
    Filed: June 18, 2001
    Date of Patent: April 27, 2004
    Assignee: Siebel Systems, Inc.
    Inventors: Pavitra Subramaniam, Jason Zoss, Jian-Jung Ying, Marc Caltabiano, Matthew S. Malden
  • Publication number: 20030198334
    Abstract: A method and system for enabling a CTI user to log in at any work station in a network and utilize the system with the correct teleset, and also to transfer a CTI transaction or interaction to another CTI user.
    Type: Application
    Filed: May 16, 2003
    Publication date: October 23, 2003
    Inventors: Kuang-Yang Huang, Matthew S. Malden, Henry D. Jay, Anil Annadata
  • Patent number: 6577726
    Abstract: A method and system for enabling a CTI user to log in at any work station in a network and utilize the system with the correct teleset, and also to transfer a CTI transaction or interaction to another CTI user.
    Type: Grant
    Filed: March 31, 2000
    Date of Patent: June 10, 2003
    Assignee: Siebel Systems, Inc.
    Inventors: Kuang-Yang Huang, Matthew S. Malden, Henry D. Jay, Anil Annadata
  • Publication number: 20020140731
    Abstract: A flowchart-based tool can be used to build a logical structure. In the context of a customer relationship management (CRM) system, the logical structure can comprise an ordered set of questions and branching logic that are presented to a customer of the business when the customer contacts the business with an inquiry, such as for a sale or service inquiry or other interaction. An engine can run a session associated with the logical structure, with the session presenting questions, text, graphics, and the like dynamically to customer across a network, such as the Internet and a web site. Branching logic determines the appropriate information to present to the user based on answers to previous questions. The engine allows presentation of the information to the user/customer, by generating hypertext markup language (HTML) files to display the questions or other elements of the logical structure as part of a user interface on a client terminal of the customer.
    Type: Application
    Filed: March 28, 2001
    Publication date: October 3, 2002
    Inventors: Pavitra Subramaniam, Robert H. Wang, Matthew S. Malden
  • Publication number: 20020029161
    Abstract: A method, a program product, and a system for assigning resources to tasks in a rule based, resource constrained system. This is done by receiving as inputs tasks and task attributes; resources and resource attributes; and assignment rules. These inputs are used to searching a database of tasks, task attributes, and assignment rules thereof, to search a database of resources including resource attributes thereof, and to retrieve resources based upon the resource attributes. Resources are assigned to tasks based upon matches and scores of the resource attributes, the task attributes, and the assignment rules.
    Type: Application
    Filed: May 30, 2001
    Publication date: March 7, 2002
    Inventors: Robert A. Brodersen, Prashant Chatterjee, Peter Siam Sy Lim, Matthew S. Malden, Duane Wandless
  • Publication number: 20020022986
    Abstract: User configurable and reconfigurable scripting, methods of scripting, and systems for scripting for call centers, technical support centers, and marketers. Scripts are interactive tools that guide a telemarketer, a sales person, or a technical support technician through a telephone call with a customer. Scripts are characterized by going on to particular subsequent questions as a function of the customer's answer to a previous question.
    Type: Application
    Filed: May 30, 2001
    Publication date: February 21, 2002
    Inventors: John L. Coker, Matthew S. Malden, Kevin R. Nix