System and method for facilitating triggers and workflows in workforce optimization
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United States of America Patent
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Feb 7, 2012
Grant Date -
Aug 23, 2007
app pub date -
Jun 30, 2006
filing date -
Feb 22, 2006
priority date (Note) -
In Force
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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.
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