Nishu Sharma

Title: Nishu Sharma: Innovator in Electronic Communication Systems

Introduction

Nishu Sharma is a prominent inventor based in Mountain View, CA (US). She has made significant contributions to the field of electronic communication systems, holding 2 patents that showcase her innovative approach to enhancing contact center operations.

Latest Patents

One of Nishu's latest patents is titled "On-demand contact center electronic communication system and method." This invention provides electronic communication methods and systems for rating agents and allowing customers to select agents. The exemplary systems include a communication server that connects users to a contact center, a presence system to determine the status of agents, a wait-time determination engine, an agent scoring system, and a routing engine to connect selected agents to communications.

Another notable patent is "Method and system for soft skills-based call routing in contact centers." This electronic communication method utilizes an artificial intelligence (AI) module to continuously evaluate agent soft skills based on artifacts from previous customer interactions. The system implements targeted soft skill-based routing for high-priority calls and can route calls to agents with lower soft skills ratings during off hours for training purposes. Completed calls provide feedback to the AI module, enhancing the continuous learning of soft skills and aiding in agent and supervisor training.

Career Highlights

Nishu Sharma is currently employed at Mitel Networks Corporation, where she applies her expertise in developing innovative communication solutions. Her work focuses on improving the efficiency and effectiveness of contact center operations through advanced technology.

Collaborations

Some of Nishu's coworkers include Jonathan Braganza and Kevin Lee, who collaborate with her on various projects within the company.

Conclusion

Nishu Sharma's contributions to electronic communication systems reflect her dedication to innovation and improvement in contact center technology. Her patents demonstrate a forward-thinking approach that enhances customer interactions and agent performance.