James Hickey

Title: James Hickey and Contact Centre Communications Monitoring.

Introduction

James Hickey is an inventor associated with Galway, Ireland, and Nortel Networks Corporation. His patent work addresses ways to monitor communications between contact-centre agents and users, with the aim of identifying situations that may require intervention or additional support.

Latest Patents

Hickey is associated with 1 patent: “Methods of Monitoring Communications Sessions in a Contact Centre.” The invention analyzes session data to detect patterns such as prolonged silence, shouting, or specified words and phrases. It can also identify situations in which an agent may benefit from information available through the contact centre, such as help resources or user details. When a relevant pattern is detected, the system issues an alert so a human supervisor or automated system can intervene or provide the agent with additional information.

Career Highlights

Hickey’s listed patent is connected with Nortel Networks Corporation and focuses on applying data analysis to support contact-centre communications. The described approach combines detection of potential problems with alerts intended to help agents and supervisors respond appropriately.

Collaborations

Hickey’s listed coworkers include Tony McCormack and Patrick Hession. The available information identifies them as coworkers but does not specify their roles in the patent.

Conclusion

James Hickey’s patent work highlights a practical application of communications monitoring: detecting patterns that may call for intervention or timely assistance in a contact centre.