DR. ALFRED EDWARD BERRY, D.M.D.
Dentist at Desai Ct, East Freehold, NJ

6404747, Jun 11, 2002

Jun 2, 1998

09/088640

Alfred E. Berry - Freehold NJ
Allan M. Chang - Middletown NJ
Rich Hamm - Spotswood NJ
Rick Maiden - Littleton CO
Sandra Milstead - Clarksburg NJ
John Mitchell - Matawan NJ
Bajinder Singh - Marlboro NJ

Avaya Technology Corp. - Basking Ridge NJ

H04L 1216

370270, 379203, 379265

A Video Multimedia Call Center (VMMCC) with multipoint access through a PBX (private branch exchange, also known as a switchboard) within an ACD (automatic call distribution) environment has both audio and video capabilities. The VMMCC extends traditional call center capabilities into the video and collaborative data domain. An organization using the VMMCC is able to provide a more personal and feature rich interface for both their customer service representatives and their end customers. Call center agents are able to communicate visually with customers at any location where the organization supports an endpoint. The agent and the customer have the added benefit of sharing data applications which provides the customer with a level of empowerment and understanding of the organizations operation that cannot be appreciated over a standard audio interface. Customers are able to see how their information is truly being represented by the agent. More complex transactions such as mortgage/loan origination interviews, customer help lines, and others are easier for the customer to understand with the ability to see the information unfolding.