SOURCE: Avaya Inc.

July 08, 2008 07:30 ET

Avaya Innovations in Unified Communications and Contact Center Software Expand Portfolio of Patented Communications Inventions

BASKING RIDGE, NJ--(Marketwire - July 8, 2008) - Avaya Inc. has added innovations in unified communications over wireless networks, and contact center 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 organization, 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 centers, 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 center 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 zip code, into
    the contact center's 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 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 center 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 center 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
    personalized service they need, and contact center 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,  Avaya Labs, and Avaya Labs
    technology experts David Boyer, Sally Cartwright, Susan Harkreader, Thomas
    Hemm, and Joylee Kohler.
    

About Avaya

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 Centers 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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