Company Filing History:
Years Active: 2015-2020
Title: Innovations by Siobhán Dervan: Pioneering Contact Center Technology
Introduction
Siobhán Dervan, an inventive mind based in Galway, Ireland, holds two significant patents in the realm of contact center technology. His unique approach focuses on enhancing customer service efficiency through innovative solutions. Dervan's work at Avaya Inc. has established him as a notable figure in the field of technology-driven customer interaction.
Latest Patents
Dervan's latest patents include groundbreaking inventions that aim to optimize the functioning of contact centers. The first patent, titled "Automatic Contact Center Expansion and Contraction," introduces methods and mechanisms for dynamically scaling contact center resources. This system utilizes monitored activity to determine whether to increase or decrease the number of resources based on real-time data. When contact center activity rises, the system responds by provisioning additional resources, and conversely, it reduces resources when activity declines, maintaining an efficient operational model.
The second patent, "System and Method for Calculating Context-Aware Estimated Wait Time for Customers," presents an Estimated Wait Time (EWT) computing system designed to provide accurate wait time predictions for incoming customers. This system leverages an analysis module to assess incoming contacts, attributes, and a history of similar requests. By categorizing contacts and computing wait times based on agent availability, Dervan's innovation enhances the customer experience significantly.
Career Highlights
At Avaya Inc., Dervan has made substantial contributions towards enhancing contact center technologies. His expertise in developing scalable solutions and predictive systems underscores his commitment to improving customer service and operational efficiency. Dervan's patents reflect his deep understanding of technology's role in transforming customer interaction environments.
Collaborations
Siobhán Dervan has worked alongside talented colleagues such as John Reilly and Dawid Nowak. Their collaborative efforts at Avaya Inc. foster an innovative environment, allowing for the development of advanced technologies that drive the success of contact centers.
Conclusion
Siobhán Dervan's contributions to contact center innovation through his two patents exemplify the potential of technology to enhance customer service operations. His pioneering work continues to impact the industry, shaping the future of how businesses interact with their customers. As a dedicated inventor and collaborator, Dervan's efforts serve as an inspiration for those looking to innovate in the field of customer engagement technology.