Yvette Tenney

Title: Yvette Tenney: Innovator in Call Center Assessment Technology

Introduction

Yvette Tenney is a notable inventor based in Belmont, MA (US). She has made significant contributions to the field of call center technology, particularly in assessing automated call routing systems. Her innovative approach has led to the development of a unique system that enhances the performance of call centers.

Latest Patents

Yvette Tenney holds a patent for a "System and method for assessing a call center." This patent describes a system designed to evaluate the performance of an automated call routing system. The system presents callers with an interactive voice response (IVR) portion and, optionally, a caller/agent dialog portion. It monitors incoming calls and records end-to-end interactions, transcribing sequences of events to identify key call events of interest. The analysis of these transcriptions allows for the calculation of parameters related to the cost-effectiveness and usability of the automated call routing system.

Career Highlights

Yvette Tenney is currently employed at Verizon Corporate Services Group Inc. Her work focuses on improving customer service through innovative technology solutions. She has demonstrated a strong commitment to enhancing the efficiency of call centers, which are critical in today's customer-driven market.

Collaborations

Yvette has collaborated with notable colleagues, including Patrick Peterson and Bernhard Suhm. These partnerships have contributed to her success in developing effective call center assessment technologies.

Conclusion

Yvette Tenney's contributions to call center technology exemplify her innovative spirit and dedication to improving customer service. Her patent and work at Verizon Corporate Services Group Inc. highlight her role as a key player in the advancement of automated call routing systems.