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 /CNW/ -- 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
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
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.
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: http://www.avaya.com.
For further information:
For further information: Barbara Burgess of Avaya, +1-908-953-3348,
firstname.lastname@example.org Web Site: http://www.avaya.com