Bharti Patwari Poorey

Title: Innovations by Bharti Patwari Poorey

Introduction

Bharti Patwari Poorey is an accomplished inventor based in Pune, India. He has made significant contributions to the field of communication technologies, particularly in the context of contact centers. With a total of three patents to his name, his work focuses on enhancing the efficiency and effectiveness of agent-customer interactions.

Latest Patents

One of his latest patents is the "Managed channel for agent-to-agent consultation." This innovation addresses the challenges faced by agents in contact centers when they need assistance from their peers. The system allows agents to pose questions to one another through a dedicated channel, enabling them to resolve customer issues without waiting for a supervisor or transferring the customer to another agent. This approach enhances customer satisfaction and streamlines the support process.

Another notable patent is related to "Contact center routing mechanisms." This invention aims to optimize the matching of agents with customers during interactions. It recognizes that the initial agent assigned to a call may not always be the best fit as new information emerges. The system evaluates the cost-benefit of rerouting calls between agents and establishes a stable routing mechanism when a Nash Equilibrium is reached. This innovation ensures that customer interactions are handled by the most suitable agents, improving overall service quality.

Career Highlights

Bharti Patwari Poorey is currently employed at Avaya Inc., a leading company in communication solutions. His work at Avaya has allowed him to develop and implement innovative technologies that enhance customer service experiences. His expertise in communication systems has positioned him as a valuable asset to the company.

Collaborations

Throughout his career, Bharti has collaborated with notable colleagues, including Valentine C Matula and Rajagiri Ravi. These collaborations have contributed to the development of advanced communication solutions and have fostered a culture of innovation within his team.

Conclusion

Bharti Patwari Poorey is a prominent inventor whose work in communication technologies has significantly impacted the efficiency of contact centers. His patents reflect a commitment to improving customer interactions and optimizing agent performance. His contributions continue to shape the future of communication solutions in the industry.