System and method for facilitating triggers and workflows in workforce optimization
US8112306B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 30, 2006 |
| Grant date | Feb 7, 2012 |
| Priority date | — |
| Expiry date | Oct 19, 2028 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5175
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
The systems and methods described herein provide a notification engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The notification engine facilitates combining quality monitoring/call recording with performance management and e-learning functionality as a unified integrated solution. The combination can be delivered through a single platform and enables users to gain more insight and make smarter decisions faster about sales, service, and overall operations. This takes customer center tools beyond the traditional “suite” approach to a true single workforce optimization platform.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.