Pat Tendick

Research Scientist

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.


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.


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).