Company Filing History:
Years Active: 2019-2021
Title: Mary Tabitha Lumsden: Innovator in Speech Analytics and Call Management
Introduction
Mary Tabitha Lumsden is a notable inventor based in Snellville, Georgia. She has made significant contributions to the fields of speech analytics and call management, holding two patents that showcase her innovative spirit and technical expertise.
Latest Patents
One of her latest patents is titled "Agent Speech Coaching Management Using Speech Analytics." This invention focuses on improving agent performance through a structured coaching campaign. Administrators can identify top and bottom performing agents, analyze their voice call recordings, and create word clouds that highlight desirable and undesirable phrases. Agents are then coached on which phrases to use or avoid during calls, with a gamification system in place to incentivize performance improvement.
Another significant patent is "Automatic Dialer Call Pacing in a Contact Center." This invention involves a computer-based dialer that adjusts the call offering rate when it detects that a carrier is unable to process calls at the expected service level. The dialer employs a pacing algorithm to manage outbound calls efficiently, ensuring that the system adapts to maintain optimal performance.
Career Highlights
Mary Lumsden is currently employed at Noble Systems Corporation, where she continues to develop innovative solutions in the telecommunications industry. Her work has had a profound impact on how contact centers operate, enhancing both efficiency and agent performance.
Collaborations
Throughout her career, Mary has collaborated with talented individuals such as Jonathan P. Xuereb and Jonathan W. West. These partnerships have contributed to her success and the advancement of her projects.
Conclusion
Mary Tabitha Lumsden is a pioneering inventor whose work in speech analytics and call management has transformed the industry. Her patents reflect her commitment to innovation and excellence, making her a valuable asset to Noble Systems Corporation and the field at large.