Avaya has added innovations in unified communications over wireless
networks, and contact centre software to improve customer service, to its
portfolio of communication applications patents.
The patents were granted to technology experts at Avaya Labs, Avaya's
research and development organisation, where specialists in leading-edge
technology collaborate closely with product and services 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," says Ravi Sethi,
president of Avaya Labs. "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."
Avaya's divisions focus on unified communications, contact centres, and
small and medium businesses.
Worldwide, Avaya has more than 4 400 patents issued and pending for business
communications that companies use to keep their operations running and their
customers satisfied. The company's portfolio of US patents grew 40% over the
last five years.
Among the most recent patents added to Avayais portfolio are increased
security for unified communications, including multimedia content such as
voice, video, and data, over wireless networks.
As wireless applications, technologies and protocols have advanced, securely
delivering content and software to users has become more complex and
challenging. The Avaya patent ensures secure delivery of unified
communication services to wireless devices.
The patent, "Method and Apparatus for Secure Wireless Delivery of Converged
Services", was granted to Wu Chou, director: Dialogue System Research at
Avaya Labs, and Avaya Labs research scientists Juan Jenny Li, Feng Liu, and
Contact centre software that improves customer service by reducing the
potential for agents to make errors when typing a caller¹s spoken words,
such as an account number, credit card number, address, or zip code, into
the contact centre¹s data base. These errors may occur if the agent doesn't
understand the caller correctly, hears the information differently than the
way it was spoken, or forgets or makes a mistake while typing the
information on a work station.
The Avaya software monitors the conversation between an agent and a caller,
verifies that the caller¹s spoken responses correspond to the agent's typed
text, and automatically alerts the agent if the text must be corrected. The
patent, "Method and Apparatus for Validating Agreement Between Textual and
Spoken Representations of Words", was granted to Valentine Matula, director:
Multimedia Research at Avaya Labs, and Avaya Labs research scientists George
Erhart and David Skiba.
Contact centre software for a new customer service that automatically
creates "multi-customer" sessions, by identifying factors such as topic or
communications media that are available, such as voice, IM, email, and more.
For example, as customers call into a business¹s contact centre to ask about
a particular product a new group session would be created for that product
and the customer could choose to join a conference with a single customer
agent who is knowledgeable about that product.
Customers who send emails regarding the same topic could be asked to join a
group email chat. As a result, agents could be used more effectively, and
customers who would otherwise have had to wait for service would be able to
join in the groups sessions immediately. As a result, customers get the
personalised service they need, and contact centre agents, who typically
handle the same requests over and over again, can work more efficiently.
The patent, "Topical Dynamic chat", was granted to and Doree Seligman,
director: Collaborative Applications Research at Avaya Labs, and Avaya Labs
technology experts David Boyer, Sally Cartwright, Susan Harkreader, Thomas
Hemm and Joylee Kohler.