Richard McCrossan

Title: Richard McCrossan: Innovator in Customer Service Solutions

Introduction:

Richard McCrossan, a talented inventor based in Lisburn, GB, has made significant contributions to the field of customer service solutions. With six patents to his name, McCrossan's expertise lies in developing systems and methods for tracking unresolved customer involvement and managing chat conversations. Let's explore his latest patents, career highlights, and collaborations.

Latest Patents:

1. System and Methods for Tracking Unresolved Customer Involvement with a Service Organization and Automatically Formulating a Dynamic Service Solution:

McCrossan's innovative patent revolves around a system for managing customer involvement with a contact center. By utilizing monitoring applications and a rules engine, this system aims to detect and resolve issues related to unsuccessful or incomplete interactions between customers and the contact center.

2. System and Method for Managing and Transitioning Automated Chat Conversations:

This patent focuses on a system for managing chat automation. It involves receiving interaction requests from end users, selecting appropriate automated chat profiles, monitoring chat communication sessions, detecting trigger events, and transitioning conversations to contact center resources based on the detected events.

Career Highlights:

Richard McCrossan has an impressive career trajectory, having worked with renowned companies in the industry. Some of his notable career highlights include his contributions to:

1. Genesys Telecommunications Laboratories, Inc.:

McCrossan showcased his expertise at Genesys Telecommunications Laboratories, where he played a pivotal role in developing groundbreaking customer service solutions. His contributions to the company significantly enhanced its capabilities in managing customer interactions.

2. Other Companies:

In addition to Genesys Telecommunications Laboratories, Richard McCrossan has collaborated with various other organizations in the industry. Although specific details about these collaborations are not provided, his extensive experience implies a varied and diverse knowledge base.

Collaborations:

Richard McCrossan has had the privilege of working alongside esteemed professionals during his career. Some of his notable coworkers include:

1. Paul Segre:

Working alongside Paul Segre, McCrossan has likely benefited from the expertise of an experienced leader in the customer service and contact center solutions industry. Segre's insights and collaborative efforts may have influenced McCrossan's innovative approach.

2. Eric Tamblyn:

Eric Tamblyn, another accomplished professional in the field, has likely contributed to McCrossan's journey. Collaborating with Tamblyn may have resulted in the exchange of ideas and the development of creative solutions in customer service management.

Conclusion:

Richard McCrossan, an inventive mind in the domain of customer service solutions, has made substantial contributions through his patents and career achievements. His expertise in tracking unresolved customer involvement and managing chat conversations highlights his dedication to enhancing customer experiences in contact centers. Collaborating with notable professionals has further shaped his innovation-driven path. As the industry continues to evolve, we eagerly await Richard McCrossan's future advancements in improving customer service solutions.