Selective aggregation of enqueued nodes into a subnetwork for simultaneous communication

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United States of America Patent

PATENT NO 12052390
APP PUB NO 20220272199A1
SERIAL NO

17185602

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Importance

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Abstract

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Contact centers often encounter situations where a group of customers have a common issue to be addressed. Connecting each customer to an agent for one-on-one communication may be effective, but it is resource intensive both in terms of networking and computer requirements and the time an agent spends repeating the same information. By performing an initial assessment of customers' issues, a common issue may be discovered that a common issue exists that can be handled in a group lecture pod, wherein a number of customer connect to interact with an agent and optionally to each other. Provided confidential information is not required, and any other required consent given, customers may be connected to the group lecture pod for more immediate resolution of a common issue and not have to stay in queue to wait for an agent to become available for a one-on-one interaction.

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Patent Owner(s)

Patent OwnerAddress
AVAYA MANAGEMENT L P2605 MERIDIAN PARKWAY SUITE 200 DURHAM NC 27713

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Matula, Valentine C Granville, US 178 3294
Negi, Manish Pune, IN 8 16
Ray, Divakar Pune, IN 6 6

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