Susan K Harkreader

Title: Innovations by Susan K Harkreader

Introduction

Susan K Harkreader is an accomplished inventor based in Arvada, CO (US). She has made significant contributions to the field of contact center technology, holding a total of 3 patents. Her work focuses on improving the efficiency and effectiveness of customer interactions.

Latest Patents

One of her latest inventions is titled "Waiting but not ready." This invention is directed to a system for distributing contacts to a plurality of resources in a contact center. It comprises at least one resource for serving contacts and a first set of contacts awaiting service. Each contact in this set has a corresponding state, and a selection agent is operable to assign a resource to serve the contact based on its state. A state monitor can be used to change the state of a contact between two defined states.

Another notable patent is the "Presence awareness agent." This invention is directed to a customer contact system that includes an agent service function to collect predetermined types of information regarding the contact and/or the contact center. The interface can present service options to the contact, and a mood detector can be utilized to gather information about the customer's state of mind.

Career Highlights

Throughout her career, Susan has worked with prominent companies such as Avaya Technology LLC and Avaya Inc. Her experience in these organizations has allowed her to develop innovative solutions that enhance customer service operations.

Collaborations

Susan has collaborated with notable individuals in her field, including David Gray Boyer and Sally Cartwright. These partnerships have contributed to her success and the advancement of her inventions.

Conclusion

Susan K Harkreader is a pioneering inventor whose work in contact center technology has led to valuable innovations. Her patents reflect her commitment to improving customer interactions and service efficiency.