Damjan Pelemis

Title: Innovations by Damjan Pelemis in Contact Center Technology

Introduction

Damjan Pelemis is an accomplished inventor based in Toronto, Canada. He has made significant contributions to the field of contact center technology, holding a total of 3 patents. His work focuses on optimizing the routing of interactions to contact center agents, enhancing both efficiency and customer satisfaction.

Latest Patents

One of his latest patents is titled "Optimized routing of interactions to contact center agents based on forecast agent availability and customer patience." This innovative system and method are designed to concurrently identify multiple interactions waiting to be routed and a plurality of candidate agents suitable for handling these interactions. The system calculates a predicted wait time for each candidate agent and estimates the expected value of routing each interaction to them. Ultimately, it assigns interactions to agents based on the estimated rewards, ensuring a more efficient routing process.

Another notable patent is the "System and method for generating a network of contact center agents and customers for optimized routing of interactions." This system identifies a network of agents and customers, where each node represents either an agent or a customer. It establishes connections based on the fit between customers and agents, allowing for the selection of the best-fit agent for current interactions. This method enhances the overall effectiveness of contact center operations.

Career Highlights

Damjan Pelemis is currently employed at Genesys Telecommunications Laboratories, Inc., where he continues to innovate in the field of telecommunications. His work has been instrumental in developing systems that improve the interaction between customers and contact center agents.

Collaborations

Throughout his career, Damjan has collaborated with talented individuals such as Conor McGann and Bharath Aravamudhan. These collaborations have contributed to the advancement of technologies that streamline communication processes in contact centers.

Conclusion

Damjan Pelemis is a notable inventor whose work in contact center technology has led to significant advancements in the field. His innovative patents reflect a commitment to improving customer interactions and agent efficiency.