Contact Center Solutions Featured Article

Avaya Drives Innovation with New Patents for Contact Centers

July 08, 2008

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.
 

Article comments powered by Disqus

Related Contact Center Solutions Articles

What it Takes to Deliver a Superior Customer Experience

For enterprises large and small around the world for the past several years "Improving the Customer Experience" has become a C-level priority. Some might even say customer experience (CX) has become a preoccupation. The challenge for everyone who is a stakeholder in developing ways to improve CX is in divining the answer to a straightforward but devilish question, "What does it take to deliver a superior customer experience?" [ Read More ]
09/02/2014

Big Data: Changing the Recruitment Process

Big data is having an impact on every aspect of business today, and recruitment is no exception. Many HR managers are increasingly turning to big data to find the right people for the right position. This idea of using big data for recruitment is called people analytics, and has been adopted extensively by many companies, especially those in the call center industry. In fact, call centers have been one of the biggest beneficiaries of people analytics because of its high attrition rates and the d… [ Read More ]
09/02/2014

Mobile UC Benefits From 'Interactive Virtual Queuing' For Efficient Customer Care

A recent study commissioned by Nuance of 1,000 American consumers, confirmed the changing needs and concerns for customer service brought about by smartphones and online self-service applications for information and simple business transactions ("mobile apps"). Eighty-two percent of consumers only contact customer service when they can't resolve their needs online by themselves. [ Read More ]
09/02/2014

How to be the 'Squeaky Wheel' of Customer Service

Sometimes getting customer service can be tougher than anyone might expect. It's easy to think that, particularly these days, businesses will go to just about any lengths to get and keep customers, but when it comes to customer service, that's not always the case. However, there are ways that customers can, at least somewhat, force the issue, and get great customer service out of a company, even when it would seemingly rather not provide that service. Squeaky wheels, after all, get the grease, a… [ Read More ]
09/02/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!