Location History:
- Pleasant Grove, UT (US) (2003 - 2008)
- Riverton, UT (US) (2008)
Company Filing History:
Years Active: 2003-2008
Title: Innovative Contributions of David Peterson in Call Center Technology
Introduction
David Peterson, an inventive mind from Pleasant Grove, UT, has made significant contributions to the field of call center technology. With seven patents to his name, Peterson focuses on streamlining communication processes and enhancing customer service experiences.
Latest Patents
Among his noteworthy patents are two innovative solutions aimed at improving call center operations. The first patent, titled "Integrated ACD and IVR Scripting for Call Center Tracking of Calls," presents a method for tracking incoming calls within a call center utilizing an integrated automatic call distributor (ACD) server and interactive voice response (IVR) server. This system efficiently solicits responses from callers to determine their requested service type and required skills for call resolution, allowing the calls to be routed accurately and tracked effectively.
The second patent, "Skills Based Routing Method and System for Call Center," describes a method of configuring call center scripting that combines the features of an IVR server and an ACD server with a user-friendly graphical interface. It enables ACD managers to create and edit call scripts by simply dragging and dropping action icons into a script display area, thus enhancing the efficiency of call handling.
Career Highlights
David Peterson has garnered experience through his work at reputable companies such as Teltronics, Inc. and Harris Corporation. His expertise and innovative approaches have been pivotal in shaping modern call center technologies, ensuring efficient customer service and call management.
Collaborations
Throughout his career, Peterson has had the opportunity to work alongside talented colleagues, including J Andrew Judkins and Michael Shelton. These collaborations have fostered a creative environment leading to groundbreaking advancements in call center systems and technologies.
Conclusion
David Peterson stands out as an accomplished inventor in the realm of call center technology. His seven patents reflect his commitment to improving communication processes, and his contributions continue to impact the industry positively. With innovative solutions that enhance customer service and operational efficiency, Peterson's work is a testament to the importance of innovation in the ever-evolving technological landscape.