The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Feb. 14, 2012
Filed:
Feb. 22, 2006
John Bourne, Alpharetta, GA (US);
Ed Murray, Fairhaven, MA (US);
Jeff Iannone, Alpharetta, GA (US);
Shimon Keren, Sunnyvale, CA (US);
Nick Mclean, Duluth, GA (US);
Mike Bourke, San Francisco, CA (US);
Jason Fama, Foster City, CA (US);
Joseph Watson, Alpharetta, GA (US);
James Gordon Nies, Carmel, IN (US);
Thomas Lyerly, Marietta, GA (US);
John Bourne, Alpharetta, GA (US);
Ed Murray, Fairhaven, MA (US);
Jeff Iannone, Alpharetta, GA (US);
Shimon Keren, Sunnyvale, CA (US);
Nick McLean, Duluth, GA (US);
Mike Bourke, San Francisco, CA (US);
Jason Fama, Foster City, CA (US);
Joseph Watson, Alpharetta, GA (US);
James Gordon Nies, Carmel, IN (US);
Thomas Lyerly, Marietta, GA (US);
Verint Americas, Inc., Roswell, GA (US);
Abstract
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.