Multi-tenant based analytics for contact centers

US10346785B2 · kind B2 · utility

Inventors

• Eric Tamblyn · Sachse, US
• Simon Wright · Sheffield, GB
• Yochai Konig · San Francisco, US
• Christopher Connolly · Cadillac, US
• Chad David Hendren · Omaha, US
• Arnaud Lejeune · Chicago, US

Key dates

• Filing date: Aug 4, 2014
• Grant date: Jul 9, 2019
• Expiry date: Oct 9, 2037

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/0613
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Embodiments of the present invention are directed to a system and method for collecting and analyzing data from a plurality of contact center tenants. A processor collects from a plurality of source devices over a data communication network, real-time metrics data for a plurality of contact centers. The real-time metrics data relates to a plurality of contact center factors. The processor stores the collected real-time metrics data in the data store, and generates benchmark data based on the collected real-time metrics data. The processor determines, for a particular contact center of the plurality of contact centers, performance of the contact center relative to the benchmark data. The processor further outputs a recommendation based on the comparison.