This inventor holds 4 USPTO granted patents. Top assignees: Avaya Inc., Avaya Technology LLC. Active years: 2002-2011.
Company Filing History:
Years Active: 2002-2011
Title: Innovations by Peter Novosel
Introduction
Peter Novosel is an accomplished inventor based in Austin, TX (US). He holds a total of 4 patents that showcase his expertise in communication technologies. His work has significantly contributed to the evolution of call center systems, integrating various communication types to enhance efficiency and user experience.
Latest Patents
One of Novosel's notable patents is an automatic call distribution system that utilizes computer network-based communication. This system integrates multiple communication types, such as chat, email, and voice, into a cohesive call center environment. It allows a single agent to manage multiple endpoints and communication types simultaneously. The agent user interface is designed to provide agents with control over accepting various communications while offering essential information about the customer. Additionally, agents can utilize drag-and-drop features to share canned responses, images, URLs, or other relevant information directly with customers. The system also ensures flexibility in transferring large amounts of historical and current data between agents, enhancing overall operational efficiency.
Another significant aspect of Novosel's invention is the prioritization and assignment of calls to agents based on specific criteria. This includes factors such as the number of endpoints assigned to an agent, their availability, and the priority of customer calls. The system also features detailed performance tracking for agents and provides a backup system for failure recovery, ensuring that customers remain connected to agents even during network issues.
Career Highlights
Throughout his career, Peter Novosel has worked with prominent companies in the technology sector, including Avaya Technology LLC and Avaya Inc. His experience in these organizations has allowed him to refine his skills and contribute to innovative solutions in the field of communication.
Collaborations
Novosel has collaborated with talented individuals such as Andrew Thomas Busey and Govind Balakrishnan. These partnerships have fostered a creative environment that has led to the development of groundbreaking technologies.
Conclusion
Peter Novosel's contributions to the field of communication technology through his patents and collaborations have made a significant impact on the industry. His innovative solutions continue to shape the future of call center operations and enhance customer interactions.