Systems and methods for workforce optimization and analytics

US8117064B2 · kind B2 · utility

Assignee

• Verint Americas Inc. · US

Inventors

• John Morgan Bourne · Irvine, US
• Ed Murray · Fairhaven, US
• Jeff Iannone · Alpharetta, US
• Shimon Keren · Sunnyvale, US
• Nick McLean · Duluth, US
• Mike Bourke · San Francisco, US
• Jason Fama · Foster City, US
• Joseph Watson · Alpharetta, US
• James Gordon Nies · Carmel, US
• Thomas Lyerly · Marietta, US

Key dates

• Filing date: Feb 22, 2006
• Grant date: Feb 14, 2012
• Expiry date: Mar 9, 2029

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q10/06398
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a content recorder configured to record content of plurality of agent interactions; an analytics component configured to perform speech analysis on at least a portion of the agent interactions, and further configured to evaluate the interactions based on a plurality of criteria, producing a score; and a quality monitor configured to associate the analyzed interactions with interaction metadata.