A Virtual Company Enhancing People-to-People Communication
A Virtual Company Enhancing People-to-People Communication
First-to-market "Innovations"
by Melita International, Inc.
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In the late 1970s, a remarkable journey of innovation unfolded in the most unlikely of places—a garage in the heart of technological obscurity.
Alek Szlam, a visionary tinkerer, embarked on a quest to turn his ingenious ideas into reality.
It was an era where technology was worlds apart from the streamlined, digital realm we know today.
Designing intricate electronic systems, related firmware and software required sheer determination, meticulous planning, and a dash of resourcefulness.
Alek's story began with a spark—an idea so vivid in his mind that he could practically hear its components humming to life.
Armed with a vision of what his assembly was meant to achieve, he embarked on a journey that would define his legacy.
In an age devoid of computer design software, CAD-CAM systems, and the convenience of electronic circuitry layouts, every step was a laborious feat of craftsmanship.
Alek's first challenge was to determine whether his creation would reside on a single printed circuit board (PCB) or if it would manifest as a symphony of interconnected PCB modules.
The fate of his invention hinged on this crucial decision.
With a pencil in hand and a sheet of paper before him, Alek meticulously sketched schematics of his design.
Each line and symbol represented a vital component, and he paid unwavering attention to the specifications, right down to the micro and nanoseconds, as well as picoseconds response times.
The next step was a journey to the outskirts of Huntsville, Alabama, where Alek met with a PCB layout expert named Ray.
Ray operated from his humble "trailer home" amidst a sea of untamed wilderness.
Here, in this oasis of analog creation, Ray interpreted Alek's designs with precision.
He applied black adhesive tape to represent the intricate interconnections, semiconductor chips, digital gates, and a myriad of electronic components onto translucent Mylar sheets, each double-sized for the forthcoming photographic processing.
The final Mylar layout was a work of art, a masterpiece of meticulous craftsmanship.
It served as the blueprint for the future Printed Circuit Board (PCB), upon which every component would be meticulously soldered.
Every single connection had to be verified against Alek's original design drawings, a painstaking process that consumed countless hours.
Alek then embarked on a journey to a PCB fabrication shop in Atlanta, where it took several days for the shop to transform his Mylar visions into tangible PCB boards.
Upon their completion, Alek brought them home, first to his apartment in Marietta.
Here, armed with the necessary components and a soldering gun, he embarked on the delicate task of inserting each component into its designated place, soldering them with the precision of a master craftsman.
But it didn't end there.
Alek had to prepare for testing by devising and writing testing firmware and software, a testament to his foresight and meticulous planning. These tools would aid in validating the modules' proper functions and performance.
Hours upon hours were dedicated to the thorough testing of the board assemblies, a laborious process that demanded both expertise and patience.
Sometimes, the PCBs required minor modifications, involving the delicate art of cutting connection lines and soldering bypass wires. It was all in the pursuit of perfection, a pursuit that Alek Szlam took to heart.
Finally, after relentless dedication and unwavering determination, the moment arrived when the entire final product had to be tested as an operational unit.
It had to perform every task it was designed to accomplish, a testament to Alek's relentless pursuit of technological excellence.
Alek Szlam's journey from an idea in a garage to a 100 million-dollar company was an epic tale of perseverance, craftsmanship, and innovation.
In an era where technology was shaped by hand and soldered with passion, Alek's vision carved a path through the analog wilderness, ultimately paving the way for a brighter digital future and a new industry.
Accurate ‘Answer Detection’ on analog telephone lines of a person answering an incoming telephone call
Receiving and identifying incoming caller’s number and name, became known as 'CallerID'.
The very first customer identified by name took place at the American Express support center around 1985/86, where account information was displayed on the agent’s terminal screen.
Telephones had no displays
Detection of many telephone call processing conditions
(invented algorithm called ‘Cadence’ - Call Progress Detection) such as:
busy rings,
no answers,
changed or disconnected numbers,
answering machines, etc.
Designed and deployed an IBM mainframe to Melita’s Compudialer interface for extracting customer and employee data used for emergency outbound calling.
Used existing printer interface to send ‘mimicked’ printer requests for ‘fake’ printing of specific reports, capturing data, analyzing and extracting telephone numbers for specific service individuals to be dispatched
Multi-line emergency telephone call notification and dispatching system used by:
Utilities,
Chemical Plants,
Nuclear Plants,
Critical Weather systems,
Blood Banks, etc.
Multi-line (‘Sprintel’™) notification system used by:
schools for tracking absent students,
police searching for missing persons,
scheduling deliveries, and other types of time critical conditions
Introduced Sprintel™ Truant call notification solution to schools, including LA Unified School District in 1984 where, using pre-recorded notification messages, system was capable of "speaking" in 40 different languages using analog audio cassettes.
Digital voice recordings were not available and or not cost effective at the time.
Compudialer™– automated outbound telephone call processing system for solicitations of political constituents
Intelligent Telephone “Call Pacing” algorithm in support of ‘Predictive Dialing’ - reducing personnel/agent requirements by 67+%.
Published in 1996 ‘Predictive Dialing Fundamentals', was the only book on massive productivity increase technology within the Call Centers/Customer Interaction Management industries
Multiline, multi-agents automated telephone call processing system named PhoneFrame™ supporting a variety of desktop terminal types (black/green screens), interfaced with IBM proprietary controllers, IBM mainframes, IBM minicomputer, and other computing platforms
Introduced personal computers (PCs) as intelligent desktop terminals in 1987 even at a super steep cost.
Proficiency, quality of interactions, accuracy, customer satisfaction, and agent skills increased exponentially, erasing high costs by delivering enormous profits
Introduced PC-based desktops with direct interfaces to IBM proprietary computing networks transforming ‘dumb’ terminals into intelligent desktops with guidance while extracting key customer information in the background, presenting such in an interactive colorful way - dramatically reducing agent’s typing and the overall customer handling time
Introduced intelligent, guided interactive scripting at PC desktops based on customer real-time conversations, historical data, and other information previously saved in the customer database(s)
Guiding agents while on a call with customers using dynamic color indicators displaying real-time averages of typing time, talk time, and wrap-up time while providing alerts and suggestions for completing existing calls - delivering a high level of customer satisfaction
Introduced first ever Computer Telephony Interface (CTI) between Melita’s Conversations® predictive dialer and Marietta GA-based Solid State Systems Private Branch Exchange (PBX SR224) phone system.
PBX was used for switching/connecting agents to customers while Melita’s software analyzed and processed outgoing and incoming phone calls using its proprietary designs and algorithms
Introduced first ever dynamic Inbound/Outbound ‘Call Blending’ process where agents are intelligently switched between servicing outgoing calls to servicing incoming calls (and vice versa) based on call volume demands and other user set parameters
Introduced the very first, secure and intelligent Inbound ‘Call Routing’ based on caller’s telephone number (later named CallerID) which is used to extract: customer's preferred language, past interactions with specific agent(s), previously unresolved issue(s) from database(s) and or process various customer's information requests via touch-tone entries. Majority of callers no longer need to identify themselves if their phone number and related data is saved. Such Call Routing provides for secur
Introduced ‘Predictive Hold’ announcements providing incoming callers with choices: holding for an agent for announced ‘predicted time’, receiving a call back in ‘predicted time’, receiving a call back at the same or alternate number and or specific day and time
Introduced ‘Cancel Dial’ algorithm ensuring outgoing calls when answered would always have a ‘live’ agent ready to speak without delays (many ‘copycat’ solutions fail to address it)
Introduced seamlessly integrated ‘Predictive Inbound/Outbound Call Blending’ solutions using Computer Telephony Interfaces (CTIs) with a variety of PBX telephone systems (as switching speeds got under 200ms) utilizing their telephony hardware and eliminating Melita’s proprietary switching platform
Introduced “Live Agent” voice support for users browsing Internet pages as the algorithm detected confusion, mistakes, pausing, delays, etc. Melita software offered a ‘pop-up’ icon letting consumers connect and speak with call center agents in real-time
Cloud Based, fully interactive, predictive call blending solution for integrating multiple types of call processing systems to interoperate as a ‘Single Virtual Orbit™’. Such implementation allows online agents anywhere in the world to support customers from across the globe, based on agents’: individual skills (frequently validated via online interactive courses and tests), preferred language(s), individual schedules and availability, desire to work for multitude of businesses...
“There’s a lot of technology in these patents that no one has even touched yet,”
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