Marco Costa

Title: Innovations by Marco Costa in Cloud-Based Contact Center Solutions

Introduction

Marco Costa is an accomplished inventor based in Lisbon, Portugal. He has made significant contributions to the field of cloud-based contact center solutions, focusing on enhancing agent efficiency and customer experience through innovative technologies. With a total of two patents to his name, Costa is recognized for his forward-thinking approach in the industry.

Latest Patents

Marco Costa's latest patents include a "System and method for communication analysis for use with agent assist within a cloud-based contact center." This invention aims to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative solution designed to minimize search and data entry tasks, ultimately improving quality and reducing costs. The tool is natively built and fully unified within the agent interface while ensuring that all data remains protected from third-party sharing.

Another notable patent is the "System and method for SMS and email enabled automated agent assistance within a cloud-based contact center." Similar to his previous invention, this patent focuses on reducing agent effort and enhancing customer experience quality through artificial intelligence. The Agent Assist tool is designed to streamline operations within contact centers, making it easier for agents to manage their tasks efficiently.

Career Highlights

Marco Costa is currently employed at Talkdesk, Inc., a leading company in the cloud-based contact center industry. His work at Talkdesk has allowed him to apply his innovative ideas and contribute to the development of cutting-edge solutions that benefit both agents and customers.

Collaborations

Throughout his career, Marco has collaborated with talented individuals such as Jafar Adibi and Tiago Paiva. These collaborations have fostered a creative environment that encourages the exchange of ideas and the development of innovative solutions.

Conclusion

Marco Costa's contributions to the field of cloud-based contact center solutions demonstrate his commitment to improving agent efficiency and customer experience. His innovative patents reflect a deep understanding of the challenges faced by contact centers and a dedication to finding effective solutions.