-- 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.
Contact Information: Media Inquiries: Barbara Burgess 908-953-3348 barbarab@avaya.com