This inventor holds 2 USPTO granted patents, plus 1 CIPO patent. Top assignee: Avaya Technology LLC. Active years: 2002-2004.
Company Filing History:
Years Active: 2002-2004
Title: Innovations by William Edward Gourlay
Introduction
William Edward Gourlay is an accomplished inventor based in Santa Ana, CA (US). He holds 2 patents that showcase his expertise in optimizing contact center performance and agent selection processes. His innovative contributions have significantly impacted the efficiency of call centers.
Latest Patents
Gourlay's latest patents include an "Arrangement for using dynamic metrics to monitor contact center performance." This invention automates the monitoring process by utilizing a database schema that records various attributes of the contact center, including skills, locations, and performance metrics. The system periodically polls the contact center for performance data, computes actual values, and compares them with specified objectives and tolerances. This arrangement ensures that performance outages are promptly reported to responsible parties.
Another notable patent is "Call selection and agent selection in a call center based on agent staffing schedule." This invention allows call centers to modify call and agent selection processes based on stored information regarding agent schedules. By considering scheduled breaks and other events, the system optimizes the selection process to ensure calls are completed efficiently within the available time.
Career Highlights
Throughout his career, Gourlay has worked with prominent companies such as Avaya Technology LLC and Lucent Technologies Inc. His experience in these organizations has contributed to his understanding of the telecommunications industry and the challenges faced by contact centers.
Collaborations
Gourlay has collaborated with notable professionals in the field, including Robin Harris Foster and Eugene P. Mathews. These collaborations have likely enriched his work and led to innovative solutions in contact center management.
Conclusion
William Edward Gourlay's contributions to the field of contact center technology through his patents demonstrate his commitment to innovation and efficiency. His work continues to influence the way call centers operate, ensuring better performance and improved customer service.