Michael Alan Bland

Title: Michael Alan Bland: Innovator in Contact Center Technology

Introduction

Michael Alan Bland is a notable inventor based in Boulder, CO (US). He has made significant contributions to the field of contact center technology, holding a total of 6 patents. His work focuses on enhancing customer service experiences through innovative solutions.

Latest Patents

Among his latest patents is "Secret transfers in contact centers." This invention involves a microprocessor executable resource monitor that determines when a less skilled resource is assigned to a work item, while a more qualified resource is available but not currently servicing the item. The system monitors the service level provided and can transfer the work item to the more skilled resource for better service. Another significant patent is "Treatment of web feeds as work assignment in a contact center." This invention utilizes web searches, filtering tools, and syndicated feed readers to enhance customer service. It automates the distribution of messages to appropriately skilled contact center agents, significantly reducing manual searching and qualification of posts.

Career Highlights

Michael has worked with prominent companies such as Avaya Inc. and Avaya Technology LLC. His experience in these organizations has allowed him to develop and refine his innovative ideas in contact center solutions.

Collaborations

Throughout his career, Michael has collaborated with notable individuals, including Stephan Edward Friedl and Terry Don Jennings. These collaborations have contributed to the advancement of his inventions and the overall improvement of contact center technologies.

Conclusion

Michael Alan Bland is a distinguished inventor whose work in contact center technology has led to significant advancements in customer service. His innovative patents and career achievements reflect his commitment to enhancing the efficiency and effectiveness of contact centers.