SPS’s Kathy Sobus Named as Inventor on Avaya Patent
Parsippany, NJ – February 11, 2016 – Strategic Products and Services (SPS), a unified communications system integrator and managed service provider, today announced that Kathy Sobus, SPS Director of Customer Experience Consulting, is one of four inventors credited for a patent that was recently awarded to Avaya.
The patent, “Outbound Effectiveness Through Management of Idle Agent Pool,” proposes a contact center that establishes and maintains a pool of idle agents to be selected for a successful outbound call attempt. In addition to Sobus, Tore Christensen, Alan Eicholz and Andrew Flockhart are credited as inventors.
Sobus leads SPS’s customer experience team, which possesses extensive expertise in the contact center business, 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 vendors to create solution sets that meet clients’ current and future needs.
“At SPS, we are committed to our clients and their customers. This patent work speaks to our focus on supporting their needs today and tomorrow,” said Sobus. “We truly understand customer experience and the interactions consumers have with our clients, which affords us the ability to look into the future to determine potential concerns and recommend solutions that proactively address those concerns.”
Sobus has been awarded numerous 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 provide effortless experiences, running their operations efficiently and effectively.
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.
Strategic Products and Services (SPS) is a global, multi-vendor IT solution provider for unified communications (UC). With documented and repeatable processes, deep knowledge, broad competencies and certifications, we enable clients to optimize their business with custom end-to-end communication solutions – from strategy and design through implementation, support and managed services.
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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