Systems and methods for storing and searching data in a customer center environment
US7953750B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Mar 30, 2007 |
| Grant date | May 31, 2011 |
| Priority date | — |
| Expiry date | Sep 4, 2028 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY10S707/99935
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Systems and methods for storing data in a customer center environment are provided. In this regard, a representative method comprises: generating data from workforce applications, at least one of the workforce applications including at least one of forecasting, scheduling, recording, and monitoring functionalities; and storing the data from the at least one of the workforce applications in a storage area network (SAN), the SAN being operable to connect the at least one of the workforce applications to computer storage devices. The method can further include keeping recorded contacts in a long term storage device such as the SAN or an operational data store (ODS) and transparently searching in both the ODS and the SAN simultaneously. With a concept of moving data on to a file system SAN which is cheaper as compared to a database technology such as ODS, the method facilitates predictable performance from the ODS and easier manageability with constant cost from SAN.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.