Company Filing History:
Years Active: 2017-2023
Title: Derick Rodney Walburger: Innovator in Contact Center Efficiency
Introduction
Derick Rodney Walburger is a notable inventor based in South Jordan, UT (US). He has made significant contributions to the field of contact center technology, holding a total of 3 patents. His work focuses on enhancing the efficiency of agents in contact centers through innovative computerized methods.
Latest Patents
One of his latest patents is titled "Enhancing agent's efficiency in a contact center by using a multi-agent to multi-contact routing orchestration." This computerized method aims to improve agent efficiency by orchestrating a multi-agent to multi-contact attribute-based routing while maintaining seamless contact interaction. The method involves receiving a request for service and operating an orchestration engine that derives contact-related information from the communication channel. It yields at least one contact attribute and, based on a preconfigured set of rules and the agent's availability state, performs attribute-based routing of the request for service to one or more agents. The orchestration engine designates a primary agent to handle the request, and if no human agent with the required proficiency is available, a bot agent is designated as the primary agent.
Career Highlights
Derick currently works at InContact Inc., where he applies his expertise in developing innovative solutions for contact centers. His work has significantly impacted the efficiency and effectiveness of customer service operations.
Collaborations
He collaborates with talented coworkers such as Bryan Pino and Kacie Mayberry, contributing to a dynamic and innovative work environment.
Conclusion
Derick Rodney Walburger is a pioneering inventor whose work in contact center technology continues to enhance agent efficiency and improve customer interactions. His contributions are shaping the future of customer service in significant ways.