Impact of Melita Int'l and Inventions, Inc. Patents

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Back in the day, call centers used to be a bit like trying to play a complicated game on a black-and-white computer screen. Imagine trying to remember all the right moves using just a few special buttons – it could be frustrating, slow, and sometimes you'd make mistakes.

Then along came Alek, Melita International, and their dynamic engineering and sales team, they changed the game completely. 

They were the first people to bring color and ease of use to this world. They introduced what was recently named "Personal Computers" (PCs) to call centers. These were super-smart machines that could do a lot more than those primitive, black screens, multi-function keys dumb terminals.

Imagine if you could replace an old clunky inflexible tool with a shiny, more versatile new one, even if the shiny one was much more expensive at first. 

These new PC-based workstations, powered by Melita's software, were like magic wands for call center agents. They did so many things better and faster, making everyone's lives much easier.

Before, agents had to remember lots of different things to do their job, like memorizing special actions and features by pressing dedicated function keys. But with the Melita PC software, agents saw written, interactive colored icons, guides, and scripts on their display screen – 

a bit like having a friend next to you telling you step by step what to do. It was like transforming from an old, messy, and confusing game to a new, intuitive, and easy one.

These new PCs were like language translators too. 

They could understand different languages, making it easier to help people from all around the world. And when someone called, the PCs showed all the important details about that person on the screen, a bit like a personal assistant whispering important information in your ear.

Imagine if your boss could secretly watch you work and give advice without anyone noticing. 

That's what Melita's solution did – it lets call center managers silently monitor agents' performance and provide guidance through a set of useful tips whispered over agent's telephone headsets.

PC software made it convenient for customers to request a specific agent, perhaps the same one they spoke with before the next time they call in again. It's like having a dedicated favorite customer service superhero.

Now, let's think about today's technologies by comparing an old, clunky cell phone with a sleek, powerful smartphone. 

Just like today's smartphones do a million things, Alek Szlam and Melita's engineering team were the ones who brought the power of modern, sophisticated technologies to call centers. 

They made everything smoother, easier, faster, customer-friendlier, and even more colorful – a bit like upgrading from the very first primitive computer with virtually no useful applications to current times computers with multitudes of super useful interactive applications that make daily lives much easier.

This engineering team was the pioneers who made call centers friendlier and more efficient, making sure that when you call for help, you get a superhero on the other end of the line. 

And just like modern apps and gadgets, they were the ones who made the call center experience way better for everyone – both for the people working there and for the people needing help.

The Conductor

Imagine you're the conductor of a big orchestra, and your job is to make sure every musician plays their part perfectly to create beautiful music. 

Now, think of a call center where agents handle hundreds and thousands of incoming and outgoing phone calls helping customers with their questions and resolving problems. 

Just like a conductor, call center managers, and agents need the right tools to make sure everything runs smoothly and both customers and employees are content.

Alek Szlam, a visionary leader along with a team of innovators and engineers at his company Melita International created a unique software called Magellan running on PCs that acts like a magical conductor's baton for call centers. 

This software uses some clever tricks to help call center agents provide the best service possible:

1. Super Smart Connections: Imagine if, when someone called a call center, all the important information about that person magically appeared on the screen in front of the agent. That's what Magellan PC did. It talked to the big computers (mainframes) that store customer info, like a librarian finding the right book, so agents can instantly see who's calling.
2. Time Traveling Insights: Think of the software as a time traveler that can look into the past. It checks how things happened before, so when a customer calls again, agents can understand what they might need based on what happened before. It's like having a crystal ball to help answer questions.
3. Colors Tell the Story: Imagine if each person playing an instrument in an orchestra had their music sheet highlighted in different colors to show them which parts are important and when. Magellan PC did just that for agents, showing only the most important info in bright colors, so they know exactly what to focus on during the call.
4. Guided Music Sheets: Just like musicians follow musical notes to play the right tunes, call center agents need to follow certain steps to help customers. Magellan gave them step-by-step instructions, like a GPS for customer conversations, making sure they didn't miss a beat.
5. Easy Button Replacements: Instead of using scripted function keys Magellan used fun symbols and names that make sense to agents. It's like turning confusing buttons into easy-to-understand pictures.
6. Time Tracker: Just as musicians need to keep track of their performance time, call center agents can see how long they've been talking to customers, typical average times, wrap-up times, etc. It's like a scoreboard for conversations.
7. Time's Changing Colors: Imagine if a conductor's baton changed color when the music was about to end. Magellan did that too. It changed colors to show agents when a call has been going on for a while, so they can wrap it up timely and effectively - leaving customers smiling.
8. Secret Helper for Conductors: Conductors can listen to and observe musicians from afar during practices and performances. Magellan let supervisors do the same with agents. They could watch and listen to calls without anyone knowing, and even send helpful written annotations and or vocal instructions via telephone headsets.
9. Stretching Time: Sometimes music needs a bit more time, just like calls. Magellan software lets agents extend calls if needed, making sure they finalize calls with customer satisfaction in mind.
10. Languages Made Easy: Imagine if the conductor could understand any language musicians spoke. Magellan did that too. It supported multiple languages, so agents could interact with customers from all over the world.
11. Requesting Solo Performances: If you wanted to hear a special musician play a solo in an orchestra, you'd ask, right? Magellan software supporting websites let online browsing customers ask to speak to specific agents over the internet, giving them a VIP experience.
12. Magic Upgrades: Just like a musical instrument that can be tuned and upgraded with new capabilities, Magellan software could get even more customer-friendly over time with new, more advanced cool stuff being added along the way.

So, in simple terms, Alek Szlam and the Melita engineering team created a special PC-based application called Magellan, like a conductor's baton, that helped call center agents to provide superior Customer Care®  - Exceeding Custome Expectations ® both names becoming the company's emblems and registered trademarks. 

Magellan interacted with mainframes, servers, databases, and other computing platforms, using sophisticated algorithms to analyze, extract, and present agents with the most useful, impactful, and timely information regarding customer's needs.

It was like magic for call centers, making sure the customer service orchestra played the most harmonious tune.