Verint Systems, Inc.

Raymond Campbell

Conor Adams

In the field of government engagement management, an agent guide or script-flow in an employee desktop web client is implemented. In such a system and method, when agents create interactions with clients they can follow a script-flow which will guide the agent through the interaction through a series of menu selections and automated sets of instructions. This feature of the government engagement management system allows existing customer investment from the rich desktop client or non-web client in developing specific scripts, that can also now function in the web client atmosphere. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.

System and method of running an agent guide script-flow in an employee desktop web client

In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. An additional feature extending from this capability is to add an amount of coding to external knowledge content websites that are owned and/or operated by the owner of the system such that when the website is viewed through the third-party integration module, a button or icon appears within the website that when selected takes the agent to an appropriate form. This button or icon does not appear when the website is viewed outside of the system. This functionality adds value to the agent experience and enables the agent to provide an improved service to the end client. Results may be filtered by the search engine as well. Moreover, this system and method improves the operation of the computer in that the computer running such a system in the past was not able to integrate in such a fashion in a web client format. This system and method also enable an agent to handle calls with the web client more efficiently and allows agents on the web client to automatically classify.

System and method of embedding and launching a form from third-party knowledge content

In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. An additional feature extending from this capability is to add an amount of coding to external knowledge content websites that are owned and/or operated by the owner of the system such that when the website is viewed through the third-party integration module, a button or icon appears within the website that when selected takes the agent to an appropriate form. This button or icon does not appear when the website is viewed outside of the system. This functionality adds value to the agent experience and enables the agent to provide an improved service to the end client. Results may be filtered by the search engine as well. Moreover, this system and method improves the operation of the computer in that the computer running such a system in the past was not able to integrate in such a fashion in a web client format. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.

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Belfast, Ireland

Raymond Campbell