1
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 (18 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 ...


2
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 ...


3
Thomas Lyerly, Nick McLean, Shimon Keren: System and method for facilitating triggers and workflows in workforce optimization. Verint Americas, McKeon Meunier Carlin & Curfman, February 7, 2012: US08112306 (11 worldwide citation)

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/ ...


4
Nicholas Alexander McLean, Shimon Keren, Daryl Demos, Michael Bourke, Jason Fama: Systems and methods for providing workforce optimization to branch and back offices. Verint Americas, December 13, 2011: US08078486 (10 worldwide citation)

Systems and methods for providing workforce optimization are provided. A representative method includes: planning a first campaign to implement business goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of interactions, at least one of the interaction ...


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
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 ...


7
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 ...


8
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 ...


9
Thomas Lyerly, Nick McLean, Shimon Keren: System and method for facilitating triggers and workflows in workforce optimization. Thomas Kayden Horstemeyer & Risley, August 23, 2007: US20070198329-A1

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/ ...


10
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. Thomas Kayden Horstemeyer & Risley, August 23, 2007: US20070198322-A1

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 ...



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