Matthew J Surridge

Title: The Innovative Contributions of Matthew J Surridge

Introduction

Matthew J Surridge is a notable inventor based in Melbourne, Australia. He has made significant contributions to the field of customer experience management through his innovative patents. With a total of 3 patents, Surridge has demonstrated a commitment to enhancing the interaction between customers and contact centers.

Latest Patents

One of Surridge's latest patents is a system and method for customer experience management. This invention focuses on managing a customer's experience with a contact center by utilizing available data about the customer, the agents, and the organization. The system identifies opportunities for additional conversations and engages with customers at optimal times to maximize outcomes for the organization. A processor within the system is designed to identify both express and implied intents for interactions, which helps in determining the current performance of the contact center and identifying any performance gaps. By analyzing these factors, the system can select the most suitable target for routing interactions, thereby improving overall efficiency.

Career Highlights

Throughout his career, Matthew J Surridge has worked with prominent companies, including Genesys Telecommunications Laboratories, Inc. His experience in the telecommunications sector has equipped him with the knowledge and skills necessary to innovate in customer experience management.

Collaborations

Surridge has collaborated with talented individuals such as Cameron David Smith and Gregory J Hedges. These partnerships have likely contributed to the development and refinement of his innovative ideas.

Conclusion

Matthew J Surridge's work in customer experience management showcases his dedication to improving interactions within contact centers. His innovative patents reflect a deep understanding of customer needs and organizational goals.