Rebecca Kay Phelps

Title: The Innovative Contributions of Rebecca Kay Phelps

Introduction

Rebecca Kay Phelps is a notable inventor based in Westminster, CO (US). She has made significant contributions to the field of multimedia customer care through her innovative patent. Her work exemplifies the intersection of technology and customer service, showcasing her expertise and creativity.

Latest Patents

Rebecca holds a patent for a "Multimedia customer care center having a layered control architecture." This invention features a unique architecture divided into three separate application layers: a contact layer, a communications layer, and a business layer. The contact layer includes media-specific handlers that manage resources and connect customer contacts. The communications layer is media-independent and manages shared resources while tracking and reporting events. The business layer provides an interface for the customer contact center, managing business services and generating reports based on accumulated information.

Career Highlights

Rebecca is currently employed at Avaya Technology LLC, where she continues to develop innovative solutions in customer care technology. Her work has had a profound impact on how businesses interact with their customers, enhancing efficiency and service quality.

Collaborations

Rebecca has collaborated with notable colleagues such as Frank J Bogart and Camille Gabriel. These partnerships have contributed to her success and the advancement of her projects.

Conclusion

Rebecca Kay Phelps is a pioneering inventor whose work in multimedia customer care technology has set new standards in the industry. Her innovative patent and contributions to Avaya Technology LLC highlight her commitment to improving customer service through technology.