BASKING RIDGE, N.J. – Avaya Inc. has added innovations in unified communications over wireless networks, and contact centre software to improve customer service, to its portfolio of communication applications patents. Avaya is a leading global provider of business communications applications, systems and services.
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,” said Ravi Sethi, president, 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 percent over the last five years. Among the most recent patents added to Avaya’s 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, Avaya Labs, and Avaya Labs research scientists Juan Jenny Li, Feng Liu, and Xueshan Shan.
• Contact centre software that improves customer service by reducing the potential for agents to make errors when typing a caller’s spoken words, such as an account number, credit card number, address, or post code, into the contact centre’s database. 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 caller’s 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, 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 business’s 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 group’s 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 Doree Seligman, director, Collaborative Applications Research, Avaya Labs, and Avaya Labs technology experts David Boyer, Sally Cartwright, Susan Harkreader, Thomas Hemm, and Joylee Kohler.
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centres and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large.
For more information visit the Avaya Web site: http://www.avaya.com.
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