Roy Ho

Title: The Innovations of Roy Ho: A Pioneer in Digital Multimedia Solutions

Introduction

Roy Ho, an accomplished inventor based in San Jose, CA, has made significant contributions to the field of digital multimedia and transaction processing systems. With a total of three patents, Roy's inventive spirit has driven advancements that enhance customer interaction and streamline workflow management in various industries.

Latest Patents

Roy Ho's notable inventions include:

1. **Digital Multimedia Contact Center**: This innovative tiered service model for a digital multimedia contact center assigns incoming contacts to initial service tiers based on specific routing criteria. The system allows for the escalation or de-escalation of contacts as their routing criteria change. Utilizing a set of media routers, each contact is directed to a workflow engine that facilitates the necessary processing. Additionally, agents are assigned through a dynamic automated contact distributor, ensuring efficient handling of queries across different media types.

2. **Apparatus and Method for Extensible Real-Time Workflows**: This invention presents a method that enables users of transaction processing systems, like CRM tools or automatic call distribution systems, to add new event sources seamlessly without the need to recompile the core workflow server. Key features include support for new services, exchanging events with third-party systems, real-time statistical information display, and efficient workflow management through a centralized database.

Career Highlights

Roy Ho's professional journey includes pivotal roles at renowned companies such as Intervoice, Inc. and Aspect Software, Incorporated. His expertise and innovative ideas have contributed to enhancing customer engagement technology and improving operational efficiency.

Collaborations

Throughout his career, Roy has collaborated with esteemed professionals, including Justin Broughton and Kevin J McPartlan. These partnerships have facilitated the development of technologies that leverage cutting-edge solutions in customer service and workflow management.

Conclusion

Roy Ho remains a key figure in the evolution of digital multimedia solutions, with his patents reflecting a forward-thinking approach to technology. His work not only advances the efficiency of customer interactions but also sets a foundation for future innovations in the field.