07949552 is referenced by 14 patents and cites 182 patents.

The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through 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.

Title
Systems and methods for context drilling in workforce optimization
Application Number
11/528267
Publication Number
7949552 (B2)
Application Date
September 27, 2006
Publication Date
May 24, 2011
Inventor
Ari Volcoff
Campbell
CA, US
James Gordon Nies
Carmel
IN, US
Simon Shvarts
Cupertino
CA, US
Shmuel Korenblit
San Mateo
CA, US
Agent
Lawrence A Aaronson PC
Assignee
Verint Americas
GA, US
IPC
G06Q 99/00
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