Company Filing History:
Years Active: 2019-2022
Title: The Innovations of Richard Holman
Introduction
Richard Holman is an accomplished inventor based in Cumming, GA (US). He has made significant contributions to the field of contact center technology, holding a total of 3 patents. His work focuses on improving the efficiency and effectiveness of call handling processes.
Latest Patents
One of Holman's latest patents is titled "Limited derogation of contact center agent skill levels." This invention allows a call handler in a contact center to temporarily derogate the skill level of agents in a group with a common skill. During this derogation period, incoming calls are routed to agents with the highest skill level, enabling lower skill level agents to gain valuable experience. After a set threshold, the derogation is terminated, restoring the agents' skill levels to their pre-derogation state.
Another notable patent is "Answering machine detection for a contact center." This invention enhances answering machine detection (AMD) processes by obtaining and storing call pickup times for answered calls. The call pickup time helps determine whether an automatic voice messaging capability (AVMC) or a live human answered the call. This analysis can differentiate between an answering machine and a voice mail service, improving the overall call handling process.
Career Highlights
Richard Holman is currently employed at Noble Systems Corporation, where he continues to innovate in the field of contact center solutions. His work has had a significant impact on the efficiency of call handling and customer service operations.
Collaborations
Holman collaborates with talented individuals such as Marlon F Araujo and Chad Hitchcock, contributing to the advancement of technology in the contact center industry.
Conclusion
Richard Holman's innovative patents and contributions to contact center technology demonstrate his commitment to improving call handling processes. His work not only enhances the skills of agents but also improves customer interactions, making him a valuable figure in the field of innovation.