Company Filing History:
Years Active: 2003-2008
Title: Innovations by Inventor Michael Shelton in Call Center Technology
Introduction
Michael Shelton is an inventive mind based in Salt Lake City, UT, who has made significant contributions to the realm of call center technology. With a total of seven patents to his name, Shelton’s work primarily focuses on enhancing the efficacy of call center operations through innovative systems and methods.
Latest Patents
Two of his latest patents showcase his ingenuity in the field:
1. **Integrated ACD and IVR Scripting for Call Center Tracking of Calls**: This patent discloses a method for tracking calls received within a call center. It details a process where a call is received by a switch connected to the call center via a host interface link (HIL). The system integrates an Automatic Call Distributor (ACD) server with an Interactive Voice Response (IVR) server. By soliciting responses from callers, the invention determines the type of service requested and skill requirements for the agents. The call is then routed back through the ACD server and HIL for tracking.
2. **Skills Based Routing Method and System for Call Center**: This patent details a method and system that configures the scripting within call centers. It incorporates an IVR server alongside an ACD server, facilitating a graphical user interface for ACD managers. The system allows for the creation and management of scripts which guide the operations of the IVR and ACD systems through a user-friendly interface, optimizing the call routing process.
Career Highlights
Throughout his career, Michael Shelton has collaborated with notable companies, including Teltronics, Inc. and Harris Corporation. His experience in these organizations has likely fueled his innovative spirit and provided valuable insights into the complexities of call center operations.
Collaborations
In his professional journey, Shelton has worked alongside colleagues J Andrew Judkins and David Peterson. Their collaboration may have fostered an environment of creativity and problem-solving, leading to the development of impactful technologies in customer service.
Conclusion
Michael Shelton stands out as a prolific inventor, especially within the domain of call center technology. His patents reflect a commitment to improving communication efficiency and enhancing customer service operations. As the landscape of technology continues to evolve, Shelton's contributions will undoubtedly pave the way for further advancements in call center methodologies.