Systems and methods for storing and searching data in a customer center environment
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United States of America Patent
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Jan 23, 2018
Issued Date -
N/A
app pub date -
Mar 1, 2016
filing date -
Sep 28, 2006
priority date (Note) -
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Abstract
A method includes 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. This may also 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.
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