Contact Center Solutions Featured Article

July 08, 2008

Avaya Drives Innovation with New Patents for Contact Centers

By Susan J. Campbell

TMCnet Contributing Editor

In an effort to continue to drive innovation and leadership in the telecommunications space, Avaya (News - Alert) has enhanced its unified communications over wireless networks solutions with specific technologies. The company has also added contact center software designed to improve customer service to its portfolio of communication application patents.

Patents for these innovations and enhancements were granted to technology experts at Avaya Labs (News - Alert), the company’s research and development organization. Specialists in leading-edge technology collaborate closely with product and service developers to generate and test ideas for new communications applications.

"Avaya Labs is focused on communications inventions that help businesses provide superior service to their customers, improve their workers' productivity, and enhance their business efficiency," said Ravi Sethi (News - Alert), president, Avaya Labs, in a Tuesday statement.

"Our mission is to expand our technology leadership to enable Avaya customers to connect the right users on the right media at the right time, so they can achieve their business goals,” added Sethi.

Avaya's divisions focus on unified communications, contact centers, and small and medium businesses.

Avaya boasts more than 4,400 patents worldwide. These patents have been issued or are pending for business communications that companies rely on to keep their operations running and their customers satisfied. Just in the past five years, the company’s portfolio of U.S. patents grew 40 percent.

The most recent patents added to the company’s portfolio include increased security for unified communications, including multimedia content such as voice, video and data over wireless networks. This patent, “Method and Apparatus for Secure Wireless Delivery of Converged Services” was granted to Wu Chou, director, Dialogue System Research, Avaya Labs, and research scientists Juan Jenny Li, Feng Liu and Xueshan Shan.

The patent, “Method and Apparatus for Validating Agreement Between Textual and Spoken Representations of Words” relates to contact center software that is designed to improve customer service by reducing the potential for agents to make errors when typing a caller’s address or zip code into the contact center’s database. This patent was granted to Valentine Matula, director, Multimedia Research, and Research Scientists, George Erhart and David Skiba.

A third patent includes contact center software for a new customer service that will automatically create multi-customer sessions by identifying factors such as topic or communications media that are available, including voice, IM, e-mail and more.

“Topical Dynamic Chat” was granted to Doree Seligman, director, Collaborative Applications Research, and technology experts, David Boyer (News - Alert), Sally Cartwright, Susan Harkreader, Thomas Hemm and Joylee Kohler.

Avaya takes a proactive approach to technology innovations, using its research laboratories to continue to discover opportunities for enhancing productivity and performance within the enterprise.

It is this commitment to delivering solutions that customers need to meet demand that will drive the company’s leadership in the global industry. These latest patents will build on the company’s strength and continue to extend its reach.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for Market Drive News. To see more of her articles, please visit Susan J. Campbell’s columnist page.

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