08112306 is referenced by 11 patents and cites 186 patents.

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.

Title
System and method for facilitating triggers and workflows in workforce optimization
Application Number
11/479506
Publication Number
8112306 (B2)
Application Date
June 30, 2006
Publication Date
February 7, 2012
Inventor
Shimon Keren
Sunnyvale
CA, US
Nick McLean
Duluth
GA, US
Thomas Lyerly
Marietta
GA, US
Agent
McKeon Meunier Carlin & Curfman
Assignee
Verint Americas
GA, US
IPC
G06Q 10/00
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