Steve R Russell

Title: The Innovative Contributions of Steve R Russell

Steve R Russell is a notable inventor based in Sausalito, CA. He has made significant contributions to the field of customer care through his innovative patent. His work focuses on enhancing the efficiency and effectiveness of customer service operations.

Latest Patents

Steve R Russell holds a patent for an "Integrated work management engine for customer care in a communication system." This invention orchestrates all forms of work related to servicing customer requests across an entire business enterprise. The integrated work management engine unifies disparate communication system components, applications, and information storage systems. This allows businesses to respond to customer requests in a cohesive and efficient manner. The engine integrates real-time operations of front office customer communications with the batch data processing of back office operations. It accepts work through multiple access channels, automatically mapping each request to a specific process flow. Resource selection algorithms are employed to identify the most suitable customer agent for handling each work request. The selected agent can access customer information, process details, forms, and performance statistics through a tightly coupled API set.

Career Highlights

Steve R Russell is currently associated with Avaya Inc., a company known for its communication solutions. His work at Avaya has been instrumental in developing systems that enhance customer service experiences.

Collaborations

Some of his notable coworkers include David L Bauer and Keith R McFarlane, who have collaborated with him on various projects within the company.

Conclusion

Steve R Russell's innovative work in developing an integrated work management engine has significantly impacted customer care operations. His contributions continue to shape the way businesses interact with their customers, ensuring a more efficient and effective service experience.