Doug Leavitt

Title: Doug Leavitt: Innovator in Call-Center Technology

Introduction

Doug Leavitt is a notable inventor based in San Francisco, CA, who has made significant contributions to the field of call-center technology. With a total of two patents to his name, Leavitt has developed innovative systems that enhance the efficiency of customer-agent interactions.

Latest Patents

Leavitt's latest patents focus on a method of using a multi-dimensional presence model to manage call-center agent load. This system employs a multi-dimensional presence model to effectively route interaction requests from customers to available agents across various omni-channels in contact centers. The model incorporates multiple states that define the availability and capacity of agents, including their occupancy, activity, device, and channel states. Additionally, a capacity manager is disclosed, which facilitates the configuration of the multi-dimensional presence model for specific agents or classes of agents.

Career Highlights

Doug Leavitt is currently employed at Talkdesk, Inc., where he continues to innovate in the realm of customer service technology. His work has been instrumental in improving the way contact centers operate, ultimately leading to better customer experiences.

Collaborations

Leavitt collaborates with talented coworkers such as Mariana Rabaçal and Ricardo Oliveira, contributing to a dynamic team focused on advancing call-center solutions.

Conclusion

Doug Leavitt's contributions to call-center technology through his patents and work at Talkdesk, Inc. highlight his role as an innovator in the industry. His systems are designed to optimize customer-agent interactions, showcasing the importance of innovation in enhancing service efficiency.