Location History:
- Edison, NJ (US) (1999 - 2004)
- Dayton, NJ (US) (2003 - 2004)
Company Filing History:
Years Active: 1999-2004
Title: Innovations by Srinivas Bala: Transforming Customer Service with Technology
Introduction
Srinivas Bala is an innovative inventor based in Dayton, NJ, with a strong focus on enhancing customer service experiences through technological advancements. With a significant portfolio of 8 patents, Bala has made substantial contributions to the field of call center technology.
Latest Patents
Among his latest inventions, Bala developed a patent for a "Virtual Contact Center with Flexible Staffing Control". This system integrates paging and messaging functionalities, allowing logged-off customer service representatives (CSRs) to be alerted about the need to log back onto the system. It effectively matches existing conditions to predetermined criteria, ensuring timely responses to customer queries and demands. The system not only facilitates effective communication between CSRs and supervisors but also optimizes staffing based on real-time network conditions.
Another notable patent from Bala is the "Method and Apparatus for Intelligent Routing of Incoming Calls to Representatives in a Call Center". This technology enables specific call routing based on both the caller's profile and the skill set of the customer service representatives. By accessing relevant profile information, the system ranks representatives to ensure that customers are connected to the individual most equipped to address their needs. The post-call analysis further enhances the system's efficiency by evaluating the accuracy of the match between customers and representatives.
Career Highlights
Srinivas Bala's career at AT&T Corp. has been marked by a commitment to innovation and improving customer service solutions. His inventions focus on leveraging technology to create a more efficient and responsive customer service environment, significantly impacting how companies manage customer interactions.
Collaborations
Throughout his career, Bala has collaborated with esteemed colleagues such as Shaoqing Q. Wang and Robert S. Westrich. These partnerships have fostered an environment of shared ideas and innovations, contributing to the development of cutting-edge solutions in the telecommunications industry.
Conclusion
Srinivas Bala's contributions to the field of call center technology underscore the importance of innovation in enhancing customer experiences. His patents not only improve operational efficiencies within AT&T Corp. but also serve as a testament to the evolving landscape of customer service technology. As he continues to innovate, the future of customer service remains bright with the insights and inventions of dedicated inventors like Bala.