Matthew J Wick

20130163746, Jun 27, 2013

Dec 21, 2012

13/725664

Matthew J. Wick - Centennial CO, US
Michelle Hamilton - Englewood CO, US

H04M 3/51

37926514, 37926502, 37926511

Systems, methods, apparatuses, and computer-readable media for voice response unit optimization are presented. Embodiments of the invention relate to providing a user with the ability to specify actions within a voice response unit (VRU). The specified actions may involve transferring a caller to a customer service representative (CSR) rather than following a pre-determined VRU call flow. In addition, users can specify how forced transfers can be routed: (1) stand alone (e.g., routing the call to the first call center), (2) shared service (e.g., routing the call to a second call center or the first call center based on the first call center's business hours or other factors), or (3) full service (e.g., routing the call to the second call center). The forced transfers can consider routing factors (e.g., call center hours of operation, wait time, skill set of CSRs).

20170353436, Dec 7, 2017

Jun 5, 2017

15/613581

Penny Jurss - Pewaukee WI, US
George Perry - Oakland CA, US
Joseph Vause - San Mateo CA, US
Joseph Parvis - San Francisco CA, US
Joseph Chouinard - San Mateo CA, US
Gloria Mai - Larkspur CA, US
Matthew Wick - Centennial CO, US

H04L 29/06
G06F 21/45
G06F 21/55
G06F 21/31

A user device operated by a user receives a compromise alert indicating a potentially compromised use of first access data associated with a user. The compromise alert enables the user to input a response to the compromise alert, where the response can indicate that the first access data is compromised along with a request to issue new access data for the user. The response is sent to a server computer, which then initiates a process to disable use of the first access data and generate the new access data. The new access data is transmitted to the user device. The user can utilize the new access data to request access to a resource.