1
James Gordon Nies, Simon Shvarts, Joseph Watson: System and method for integrated workforce and analytics. Verint Americas, March 12, 2013: US08396732 (25 worldwide citation)

Systems and methods of integrating workforce management and contacts analysis are disclosed. An exemplary method comprises receiving content data derived from classification of a plurality of recorded agent contacts. The contact content data is correlated with past time period. The method also compr ...


2
John Bourne, Ed Murray, Jeff Iannone, Shimon Keren, Nick McLean, Mike Bourke, Jason Fama, Joseph Watson, James Gordon Nies, Thomas Lyerly: Systems for integrating contact center monitoring, training and scheduling. Verint Americas, McKeon Meunier Carlin & Curfman, January 31, 2012: US08108237 (22 worldwide citation)

Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performa ...


3
Shmuel Korenblit, Simon Shvarts, James Gordon Nies, Ari Volcoff: Systems and methods for context drilling in workforce optimization. Verint Americas, Lawrence A Aaronson PC, May 24, 2011: US07949552 (21 worldwide citation)

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 monitorin ...


4
John Bourne, Ed Murray, Jeff Iannone, Shimon Keren, Nick McLean, Mike Bourke, Jason Fama, Joseph Watson, James Gordon Nies, Thomas Lyerly: Systems and methods for workforce optimization and analytics. Verint Americas, McKeon Meunier Carlin & Curfman, February 14, 2012: US08117064 (14 worldwide citation)

Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a content recorder configured to record content of plurality of agent interactions; an analytics component configured to perform speech analysis on at least ...


5
Shimon Keren, Jeff Iannone, James Gordon Nies, Srivijaya Srinivasa: System and method for detecting and displaying business transactions. Verint Americas, April 17, 2012: US08160233 (7 worldwide citation)

Methods and systems are presented for detecting business transactions from sequences of call center agent activities. In one embodiment, the method comprises the steps of: receiving a plurality of agent activity events; matching a sequence of events within the received events with one of a plurality ...


6
Jason Fama, Uri Peleg, Simon Shvarts, Mike Bourke, James Gordon Nies, Vinod Prabhu: Systems and methods for integrating outsourcers. Verint Americas, February 9, 2010: US07660406 (7 worldwide citation)

Systems and methods for integrating outsourcers are provided. In this regard, a representative method includes: receiving information corresponding to resources of a first contact center; and correlating the information with other information in order to improve integration of resources of the first ...


7
John Bourne, Ed Murray, Jeff Iannone, Shimon Keren, Nick McLean, Mike Bourke, Jason Fama, Joseph Watson, James Gordon Nies, Thomas Lyerly: Systems and methods for workforce optimization. Verint Americas, McKeon Meunier Carlin & Curfman, February 7, 2012: US08112298 (6 worldwide citation)

Systems and methods are disclosed for an integrated process for optimizing operations at a contact center. In one embodiment, the method comprises: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with t ...


8
Jason Fama, Uri Peleg, Simon Shvarts, Mike Bourke, James Gordon Nies, Vinod Prabhu: Systems and methods for scheduling contact center agents. Verint Americas, February 9, 2010: US07660407 (5 worldwide citation)

Systems and methods for scheduling contact center agents are provided. In this regard, a representative method includes: receiving information corresponding to work schedules and skills of agents of a remote contact center that shares contacts with a local contact center; correlating the skills with ...


9
Shimon Keren, Jeff Iannone, James Gordon Nies, Srivijaya Srinivasa: System and method for integrated display of multiple types of call agent data. Verint Systems, Meunier Carlin & Curfman, March 11, 2014: US08670552 (4 worldwide citation)

Method and systems are presented for presenting multiple activities associated with one of a plurality of call center agents correlated in time. In one embodiment, the method comprises the steps of: determining at least one of the agents to be displayed; and displaying activity information in visual ...


10
Shimon Keren, Jeff Iannone, James Gordon Nies, Srivijaya Srinivasa: System and method for processing agent interactions. Verint Americas, Meunier Carlin & Curfman, March 3, 2015: US08971517 (1 worldwide citation)

Embodiments are disclosed herein for processing agent interactions. In a particular embodiment, a method provides receiving interaction data describing states and transitions between states within interaction sessions. The method further provides identifying business processes based on the interacti ...