US Patent No: 8,112,306

Number of patents in Portfolio can not be more than 2000

System and method for facilitating triggers and workflows in workforce optimization

ALSO PUBLISHED AS: 20070198329

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Abstract

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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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Patent Owner(s)

Patent OwnerAddressTotal Patents
VERINT AMERICAS INC.MELVILLE, NY149

International Classification(s)

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  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Keren, Shimon Sunnyvale, CA 19 125
Lyerly, Thomas Marietta, GA 11 84
McLean, Nick Duluth, GA 12 107

Cited Art Landscape

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Patent Citation Ranking

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Patent Info (Count) # Cites Year
 
NOBLE SYSTEMS CORPORATION (3)
8,488,769 Non-scheduled training for an agent in a call center 0 2012
8,535,059 Learning management system for call center agents 0 2012
8,649,499 Communication analytics training management system for call center agents 0 2012
 
VERINT SYSTEMS LTD. (1)
8,719,016 Speech analytics system and system and method for determining structured speech 0 2010

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