James A Nies

US Patent:

7660406, Feb 9, 2010

Filed:

Sep 29, 2006

Appl. No.:

11/529842

Inventors:

Jason Fama - Foster City CA, US
Uri Peleg - Santa Clara CA, US
Simon Shvarts - Cupertino CA, US
Mike Bourke - San Francisco CA, US
James Gordon Nies - Carmel IN, US
Vinod Prabhu - Fremont CA, US

Assignee:

Verint Americas Inc. - Melville NY

International Classification:

H04M 3/523
H04Q 3/64

US Classification:

37926505, 37926512, 37926604, 705 8

Abstract:

Systems and methods for integrating outsourcers are provided. In this regard, a representative method includes: receiving information corresponding to resources of a first contact center; and correlating the information with other information in order to improve integration of resources of the first contact center with resources of one or more other contact centers.

US Patent:

7660407, Feb 9, 2010

Filed:

Jun 26, 2007

Appl. No.:

11/768349

Inventors:

Jason Fama - Foster City CA, US
Uri Peleg - Santa Clara CA, US
Simon Shvarts - Cupertino CA, US
Mike Bourke - San Francisco CA, US
James Gordon Nies - Carmel IN, US
Vinod Prabhu - Fremont CA, US

Assignee:

Verint Americas Inc. - Melville NY

International Classification:

H04M 5/00

US Classification:

37926505, 37926501

Abstract:

Systems and methods for scheduling contact center agents are provided. In this regard, a representative method includes: receiving information corresponding to work schedules and skills of agents of a remote contact center that shares contacts with a local contact center; correlating the skills with skills that are to be used for scheduling agents of the local contact center; and generating work schedules for the agents of the local contact center based, at least in part, on a correlation between the skills of the agents of the remote contact center and the local contact center, and an evaluation of the work schedules of the agents of the remote contact center.

US Patent:

7949552, May 24, 2011

Filed:

Sep 27, 2006

Appl. No.:

11/528267

Inventors:

Shmuel Korenblit - San Mateo CA, US
Simon Shvarts - Cupertino CA, US
James Gordon Nies - Carmel IN, US
Ari Volcoff - Campbell CA, US

Assignee:

Verint Americas Inc. - Roswell GA

International Classification:

G06Q 99/00

US Classification:

705 7, 705 11, 705 1, 37926511, 37926512

Abstract:

The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through engine facilitates combining quality monitoring/call recording with performance management and e-learning functionality as a unified integrated solution. The combination can be delivered through a single platform and enables users to gain more insight and make smarter decisions faster about sales, service, and overall operations. This takes customer center tools beyond the traditional “suite” approach to a true single workforce optimization platform.

US Patent:

20070195945, Aug 23, 2007

Filed:

Sep 29, 2006

Appl. No.:

11/540185

Inventors:

Shmuel Korenblit - San Mateo CA, US
James Gordon Nies - Carmel IN, US
Ari Volcoff - Campbell CA, US
Damian Smith - Epsom, GB

International Classification:

H04M 3/00

US Classification:

37926506

Abstract:

Systems and methods for facilitating contact center coaching are provided. In this regard, a representative method includes: receiving information corresponding to a condition indicating that the agent is failing to meet pre-established criteria; scheduling a coaching meeting with the agent in order to address the condition; and scheduling training for the agent based, at least in part, on information obtained during the coaching meeting, the training being selected to address the condition; wherein the information corresponding to the condition, the information corresponding to the coaching meeting, and information corresponding to the training is integrated into a coaching session form

US Patent:

20070198284, Aug 23, 2007

Filed:

Sep 29, 2006

Appl. No.:

11/540900

Inventors:

Shmuel Korenblit - San Mateo CA, US
James Gordon Nies - Carmel IN, US
Ari Volcoff - Campbell CA, US
Damian Smith - Epsom, GB

International Classification:

G06Q 10/00

US Classification:

705 1

Abstract:

Systems and methods for facilitating contact center coaching are provided. In this regard, a representative method for coaching an agent of a contact center includes: displaying, to a user, information corresponding to a condition indicating that the agent is failing to meet pre-established criteria; receiving input from the user, the input indicating that a coaching meeting is to be scheduled with the agent in order to address the condition; responsive to the input, generating a coaching session form, the coaching session form comprising information corresponding to the agent; and displaying the coaching session form to the user.

US Patent:

20070198330, Aug 23, 2007

Filed:

Sep 29, 2006

Appl. No.:

11/540107

Inventors:

Shmuel Korenblit - San Mateo CA, US
James Gordon Nies - Carmel IN, US
Ari Volcoff - Campbell CA, US
Damian Smith - Alpharetta GA, US

International Classification:

H04M 3/51

US Classification:

705 11

Abstract:

Systems and methods for facilitating contact center coaching are provided. In this regard, a representative integrated contact center system incorporates a workforce manager, a quality monitor, and a coaching system. The workforce manager includes a scheduler. The quality monitor is configured to provide, to the scheduler, at least one quality goal for a work period of an agent and at least one quality score for the agent. The coaching system is configured to communicate with the workforce manager, the coaching system being operative to: receive information, from the quality manager, corresponding to a condition indicating that the agent is failing to meet pre-established criteria; schedule a coaching meeting with the agent in order to address the condition; and integrate the information corresponding to the condition into a coaching session form.

US Patent:

20100114644, May 6, 2010

Filed:

Jan 7, 2010

Appl. No.:

12/684027

Inventors:

Jason Fama - Foster City CA, US
Uri Peleg - Santa Clara CA, US
Simon Shvarts - Cupertino CA, US
Mike Bourke - San Francisco CA, US
James Gordon Nies - Carmel IN, US
Vinod Prabhu - Fremont CA, US

International Classification:

G06Q 10/00

US Classification:

705 9, 705301

Abstract:

Systems and methods for scheduling workforces are provided. In this regard, a representative method includes: generating a forecast requirement related to a volume of work to be handled by a first workforce and a second workforce, wherein the second workforce is remote from the first workforce; generating work schedules for personnel of the second workforce based on the forecast requirement and skills of the personnel of the second workforce; receiving information corresponding to the work schedules and the skills of the personnel of the second workforce that share work with the first workforce, wherein the work schedules comprise activities; correlating the skills contained in the information with skills that are to be used for scheduling personnel of the first workforce; correlating the activities contained in the information with activities that are to be used for scheduling the personnel of the first workforce; and generating work schedules for the personnel of the first workforce based, at least in part, on a correlation between the skills of the personnel of the second workforce and the first workforce and a correlation between the activities of the personnel of the second workforce and the first workforce.