Verint Americas Inc.

Verint Systems, Inc.

Joseph Watson

Jason Fama

James Gordon Nies

Jeff Iannone

Illah R Nourbakhsh

Thomas Lyerly

Nick McLean

Oren Stern

Mike Bourke

Shimon Keren

John Bourne

Ed Murray

Omer Ziv

Christopher Douglas Blair

Robert John Barnes

Edward Hamilton

Damian Smith

Galia Zacay

Michael Robert Bourke

Christopher J Jeffs

Simon Shvarts

Martin McCreesh

Kevin Hegebarth

Gary Andrew Duke

Systems and methods of automated personalized guidance include the evaluation of interaction content data. At least one automated guidance is assigned to an agent based upon the evaluation. The automated guidance is defined by at least one interaction type and at least one guidance trigger. Interaction content data is monitored to identify instances of the interaction type and the guidance trigger. Upon identification of the interaction type and the guidance trigger, the automated guidance is automatically provided. The automated guidance is then evaluated based upon the interaction content data.

Use of analytics methods for personalized guidance

Systems and methods of automated personalized guidance include the evaluation of interaction content data. At least one automated guidance is assigned to an agent based upon the evaluation. The automated guidance is defined by at least one interaction type and at least one guidance trigger. Interaction content data is monitored to identify instances of the interaction type and the guidance trigger. Upon identification of the interaction type and the guidance trigger, the automated guidance is automatedly provided. The automated guidance is then evaluated based upon the interaction content data.

A method of evaluating scripts in an interpersonal communication includes monitoring a customer service interaction. At least one portion of a script is identified. At least one script requirement is determined. A determination is made whether the at least one portion of the script meets the at least one script requirement. An alert is generated indicative of a non-compliant script.

Identification of non-compliant interactions

Complex recording triggers are provided. As an example of a system and method, the volume of call records can be reduced by complex recording triggers, thereby reducing the storage space allocated for call records.

Complex recording trigger

Included are embodiments for multi-pass analytics. At least one embodiment of a method includes receiving data associated with a communication, performing first tier analytics on the received data, and performing second tier analytics on the received data, where the second tier analytics determines different characteristics of the received data than the first tier analytics.

Multi-pass speech analytics

Systems and methods for protecting information provided to an agent via a communication network are provided. In this regard, a representative method comprises, receiving information related to a transaction, wherein the information includes video. Additionally, the method includes initiating a recording of the video and identifying visual content in the video that is to be protected. The method further comprises preventing unauthorized access to the visual content during replay of the recording of the video.

Systems and methods for protecting information

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 comprises identifying at least one pattern in the contact content data. The pattern is based on the contact classifications. The method also comprises receiving historical workload data from a contact router, and generating a workload forecast based on the historical workload data and the identified pattern.

System and method for integrated workforce and analytics

Methods and systems are presented for integrating workforce management and quality monitoring. In one embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation of the contacts; and updating the skill information based on the evaluation. The skill is associated with an agent, and the evaluation measures the agent skill. In another embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation form for the contacts; and updating the form based on the skill information. The skill is associated with an agent, and the form produces a measurement of the agent skill.

System and method for integrated workforce and quality management

A speech index for a recording or other representation of an audio signal containing speech is generated using a phonetic automatic voice recognition engine. A second speech index is also generated using a more accurate, but slower, automatic voice recognition engine such as a large vocabulary speech recognition (LVSR) engine. These two speech indexes are compared. The results of the comparison are then used to adjust certain parameters used by the phonetic engine while generating a speech index. The results may also be used to correct all or parts of the speech index generated by the phonetic automatic speech recognition engine.

Systems and methods for speech indexing

Systems and methods for analyzing communication sessions are provided. A representative method includes: recording the communication session; identifying those portions of the communication session not containing speech of at least one of an agent and a customer; and performing processing on the recording of the communication session based, at least in part, on whether the portions contain speech of at least one of the agent and the customer.

Systems and methods for analyzing communication sessions

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 a portion of the agent interactions, and further configured to evaluate the interactions based on a plurality of criteria, producing a score; and a quality monitor configured to associate the analyzed interactions with interaction metadata.

Systems and methods for workforce optimization and analytics

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 the campaign to produce agent-customer interactions; measuring agent performance on the interactions to produce quality metrics; analyzing the metrics to produce a rating; combining quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.

Systems and methods for workforce optimization

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 performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.

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Alpharetta, GA, United States of America

Joseph Watson