Avaya Experts to Demonstrate the Business Benefits of New 'Tagging' Software Technology
Presentation during International Conference on Collaborative Computing
will explore how searching and retrieving phone interactions can help
businesses operate more effectively
WHITE PLAINS, N.Y., Nov. 15 / / - In a presentation
today during the Third International Conference on Collaborative
Computing, scientists from Avaya Labs will demonstrate how "tagging"
conversations can help businesses search and retrieve interactions and
access information they need to operate more effectively.
Now underway in White Plains, N.Y., the Collaborative Computing
conference is jointly sponsored by the IEEE Computer Society, Create-Net
and the International Communication Sciences and Technology Association.
Avaya Labs scientist Doree Seligmann, director, Collaborative
Applications Research, a featured speaker at the conference, and Avaya
Labs research scientists Ajita John and Shreeharsh Kelkar, will present
a paper and video demonstration on the business benefits of
sophisticated new algorithms they developed to "tag" key information and
make voice calls searchable.
"Tagging" - which is also called "social bookmarking" or "collaborative
tagging" - is an increasingly popular way to locate, classify, rank and
share Internet resources through the use of shared lists of user-created
Internet bookmarks. Users store lists of personally interesting Internet
resources, and typically make these lists publicly accessible. They also
classify their resources by the use of informally assigned, user-defined
keywords or tags.
"Conversations provide a rich source of information that can be tapped
to help businesses operate more efficiently and effectively," said
Seligmann. "By using sophisticated new algorithms and models that
'reason' about the 'who, what, when, where and why' of communications,
we can capture and mine conversations, just as we do by searching email
and other electronic documents."
Seligmann says tagging holds the potential to help businesses readily
identify subject-matter experts who can serve customers and support
strategic initiatives. For example, a field technician could find
individuals with the expertise needed to troubleshoot a customer
problem. A marketing director could identify those familiar with an
emerging market trend. Human Resources executives could determine
existing pockets of company expertise, which in turn could drive
staffing and training investments.
"By storing, searching and retrieving information from conversations,
which are the most important resources for collaborative work of any
kind, we can mine a previously untapped resource and drive intelligent
communications capabilities throughout a company's operations,"
Seligmann said.
Seligman will show examples of a pilot visualization tool the team
designed to help employees archive, tag, share, search, and retrieve
conversations to create a knowledge repository for the enterprise.
Since joining Avaya, Seligman has filed more than 50 patents, most
involving technologies designed to help people communicate more
efficiently and effectively and to have a higher-quality experience
while doing so. In addition to "tagging," she and her team have
developed a number of breakthrough collaborative technologies -
including a "personalized customer relationship management" application
that tells how, when and how often a caller has tried to reach someone
and pops up pertinent notes for the caller to use during the
conversation.
About Avaya
Avaya delivers Intelligent Communications solutions that help companies
transform their businesses to achieve marketplace advantage. More than 1
million businesses worldwide, including more than 90 percent of the
FORTUNE 500(R), use Avaya solutions for IP Telephony, Unified
Communications, Contact Centers and Communications-Enabled Business
Processes. Avaya Global Services provides comprehensive service and
support for companies, small to large. For more information visit the
Avaya Web site: www.avaya.com/.
Source: Avaya
CONTACT: Barbara Burgess of Avaya, +1-908-953-3348, barbarab@avaya.com
Web site: http://www.avaya.com/
