Richard Alan Cohen

Title: Richard Alan Cohen: Innovator in Call Center Technology

Introduction

Richard Alan Cohen is a notable inventor based in Wayland, MA (US). He has made significant contributions to the field of call center technology, holding a total of three patents. His innovative work focuses on improving the efficiency and effectiveness of call selection processes in contact centers.

Latest Patents

Cohen's latest patents include a method for call selection based on continuum skill levels in a call center. This process utilizes a continuum of skill levels across various categories for multi-skill agents. The categories include speed, yield, and preference, which help determine the most suitable calls for agents based on their skills and current workload. Another patent involves an arrangement for using dynamic metrics to monitor contact center performance. This system automates the monitoring process by recording various performance attributes and comparing them against specified objectives and tolerances.

Career Highlights

Cohen has built a successful career at Avaya Technology LLC, where he has been instrumental in developing advanced solutions for contact centers. His work has significantly impacted how call centers operate, leading to improved performance and customer satisfaction.

Collaborations

Throughout his career, Cohen has collaborated with notable colleagues, including Robin Harris Foster and William Edward Gourlay. These partnerships have fostered innovation and contributed to the development of cutting-edge technologies in the industry.

Conclusion

Richard Alan Cohen's contributions to call center technology through his patents and career at Avaya Technology LLC highlight his role as a key innovator in the field. His work continues to influence the efficiency of contact centers, making a lasting impact on the industry.