 | |  | | Pat Tendick
Research Scientist
"We are seeing a revolution in the way large organizations use data. Data has become a corporate strategic weapon of the 21st century." |
| My Research | I develop large scale analytical databases and analysis techniques. I apply my research to the problem of obtaining meaningful, sophisticated measurements of complex communications processes. More specifically, I develop techniques and systems for measuring contact centers. A large contact center can have as many as 10,000 agents and handle up to a million calls a day. My work helps Avaya’s customers answer questions like How well are we treating our customers? How are my agents spending their time? What happens when someone calls our 800 number?
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| Projects | Currently, I am working on Avaya’s next generation contact center reporting and measurement system. Contact centers generate huge amounts of data. My work helps convert that data into meaningful business process measures, while hiding complexity and providing greater ease of use. I also develop techniques for visualizing complex call scenarios. In addition, I have developed technologies for notifying people of relevant events in a publish/subscribe setting. These technologies are currently used to help Avaya associates keep track of problems in our customers’ networks to help them avoid business impacting downtime. |
| Publications | | Over the past 15 years, I've authored several technical papers on the subjects of analysis of large datasets, confidentiality in databases, and data analysis related to software project assessment. These papers were featured in ACM Transactions on Databases, the Journal of Statistical Planning and Inference, the Proceedings of the ASA Business and Economics Statistics Section, and the Proceedings of the International Conference on Software Engineering (ICSE). I'm currently working on a paper dealing with the subject of measurement and analysis of large scale stochastic service systems. I expect to publish this in September, 2006. |
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