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Kathy Sobus, SPS Director of Customer Experience Consulting, Named as Inventor on Avaya Patent

Apr 4, 2017 | Posted by:
Theresa Goodreau

Parsippany, NJ – April 4, 2017 – Strategic Products and Services (SPS), a multi-vendor systems integrator and managed services provider for communications, networking and collaboration, today announced that Kathy Sobus, SPS Director of Customer Experience Consulting, is one of two inventors credited for a patent that was recently awarded to Avaya.

The patent, “System and Method for Managing Agent Schedules in a Contact Center,” proposes that when a transaction is received in the contact center, the best agent and time for handling the transaction will be determined. In the case that the time for the best agent to handle the transaction conflicts with a movable event, the movable event will be rescheduled to allow the best agent to handle the transaction.

Sobus leads SPS’s customer experience team, which consists of knowledgeable experts who possess significant proficiency in customer experience management, and drives strategic alliances with various vendors and providers, including Avaya. This patent, along with Sobus’s previously awarded patents, demonstrates the level of collaboration that takes place between SPS and its partners to create solution sets that meet clients’ current and future needs.

“At SPS, we understand the challenges of customer care and are prepared to help our clients get ahead of competitors with the customer experience applications and practices of the future. This patent work speaks to our keen insight into the optimal management of contact center resources,” said Sobus. “With these management practices, we strive to help agents show the organization’s best face to customers by empowering them to produce satisfied callers.”

Last year, Sobus was awarded a patent, “Outbound Effectiveness Through Management of Idle Agent Pool,” which proposes a contact center that establishes and maintains a pool of idle agents to be selected for a successful outbound call attempt. Overall, Sobus has been awarded 11 patents, including “First Call/Contact Resolution (Contact Center Method for Tracking and Acting on One and Done Customer Contacts)” and “Method for Discovering Problem Agent Behaviors,” which Avaya produced. These patents enable SPS’s clients to better manage their contact center and deliver an effortless and efficient customer experience.

Prior to joining SPS in 2013, Sobus spent more than 16 years at Avaya, holding roles that included global contact center lead, contact center strategist and inventor. She has also served as the vice president of customer care for Bostonian and Hanover Shoes and director of customer service for a public utility. 

About SPS

Strategic Products and Services (SPS) is a global, multi-vendor systems integrator and managed services provider for communications, networking and collaboration.

SPS provides strategy, consulting, design, implementation, support and managed services for interconnected communication systems, including telephony, video/multimedia, mobility and customer experience. With documented and repeatable processes, deep knowledge, broad competencies and certifications, the company enables clients to optimize their business communications with on-site, hosted or cloud-based solutions.

SPS partners with global industry leaders, including Avaya, Cisco and Microsoft. Having achieved more than 25 years of profitable growth, SPS has offices across North America and the United Kingdom. The company is also a founding member of the Intelligent Communications Alliance (ICA), a global partner network providing multi-national customers with a consistent approach to pricing, design, installation and support of integrated business solutions. Visit www.spscom.com to learn more.

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