Justin Broughton

Title: Innovations by Justin Broughton

Introduction

Justin Broughton is an accomplished inventor based in Alameda, California. He holds a total of seven patents, showcasing his expertise in the field of digital multimedia and user interface technologies. His innovative contributions have significantly impacted the way contact centers operate and how agents interact with managed applications.

Latest Patents

One of Justin's latest patents is for a digital multimedia contact center. This invention introduces a tiered service model that assigns incoming contacts to an initial service tier based on specific routing criteria. The system is designed to escalate or de-escalate contacts to different service tiers as the routing criteria change. The routing criteria are initially determined by the media type associated with the contact. The digital multimedia contact center features a set of media routers that direct contacts to a workflow engine, which manages the processing of contacts requiring agent activity. Agents are allocated to contacts through a dynamic automated contact distributor, ensuring efficient routing to the appropriate agent.

Another notable patent focuses on the automatic management of the visual space while performing tasks. This invention includes a graphical user interface that automatically displays managed applications on an agent's desktop according to a predefined workflow. The interface allows agents to access non-managed applications without restricting their access to managed ones, enhancing their productivity and flexibility.

Career Highlights

Justin has worked with several prominent companies throughout his career, including Intervoice, Inc. and Nuasis Corporation. His experience in these organizations has contributed to his development as an inventor and has provided him with valuable insights into the needs of contact centers and user interface design.

Collaborations

Justin has collaborated with notable professionals in his field, including Kevin J McPartlan and Carl Schoeneberger. These collaborations have likely enriched his work and led to innovative solutions in the industry.

Conclusion

Justin Broughton is a notable inventor whose work in digital multimedia contact centers and user interface technologies has made a significant impact. His patents reflect a commitment to improving efficiency and user experience in contact center operations.