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 (19 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
Thomas Lyerly: System and method for performance based call distribution. Verint Americas, March 22, 2011: US07913063 (8 worldwide citation)

A first performance indicator associated with a first agent is received from a workforce management system. A second performance indicator associated with a second agent is also received from the workforce management system. The first agent and the second agent are ranked in a queue of available age ...


5
Joseph Watson, Thomas Lyerly, Nick McLean: Integration of contact center surveys. Verint Americas, September 7, 2010: US07792278 (7 worldwide citation)

Systems and methods for integrating contact center surveys are provided. In this regard, a representative method comprises: obtaining performance data pertaining to a contact center agent, the agent being designated to assist a customer of the contact center; providing a survey to the customer; rece ...


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
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/ ...


8
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 ...


9
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. Thomas Kayden Horstemeyer & Risley, August 23, 2007: US20070198323-A1

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 ...


10
Thomas Lyerly, Nick McLean, Shimon Keren: System and method for facilitating triggers and workflows in workforce optimization. Thomas Kayden Horstemeyer & Risley, August 23, 2007: US20070198325-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/ ...



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