Verint Americas Inc.

Kurt Rush

Uri Peleg

Rajan Gupta

A synchronization manager comprises an instruction execution system. The instruction execution system is configured to identify an initial master application of a plurality of workforce applications that are in communication with a contact center, identify remaining ones of the workforce applications as slave applications, determine a substitute master application hierarchy by prioritizing the slave applications, monitor the initial master application to detect changes to user data, and if changes to the user data in the initial master application are detected, update corresponding user data in the slave applications with the changes to the user data in the initial master application. The instruction execution system is further configured to, if the initial master application is unavailable, identify one of the slave applications as a substitute master application based on the prioritization of the slave applications in the substitute master application hierarchy, and monitor the substitute master application to detect changes to the user data.

Systems and methods for data synchronization in a customer center

Systems and methods for performing agent data synchronization in a customer center having a plurality of agents. In this regard, a representative method comprises: storing agent data on a customer center network; sending the agent data to a plurality of workforce applications that are coupled to the customer center network, at least one workforce application including agent data; and updating the agent data of the plurality of workforce applications according to the received agent data such that synchronization of the agent data is maintained among the plurality of the workforce applications.

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Woodstock, GA, United States of America

Kurt Rush