Rajan Gupta

US Patent:

7930314, Apr 19, 2011

Filed:

Mar 30, 2007

Appl. No.:

11/693899

Inventors:

Rajan Gupta - Alpharetta GA, US

Assignee:

Verint Americas Inc. - Melville NY

International Classification:

G06F 17/30

US Classification:

707769, 707737, 707770, 707999003, 707999004, 707999005

Abstract:

Systems and methods for storing and searching a customer center environment. In this regard, a representative method comprises: generating data from workforce applications, at least one of the workforce applications including at least one of forecasting, scheduling, recording, and monitoring functionalities; storing the data in unstructured databases, at least one of the unstructured databases being operative to communicate with one of the workforce applications, the at least one of the unstructured databases including unstructured data that does not have a data structure; receiving search parameters that are used to search the data in the at least one of the plurality of unstructured databases; searching the at least one of the plurality of unstructured databases according to the search parameters; and displaying search results on a displaying device.

US Patent:

7953750, May 31, 2011

Filed:

Mar 30, 2007

Appl. No.:

11/693857

Inventors:

Rajan Gupta - Alpharetta GA, US

Assignee:

Verint Americas, Inc. - Melville NY

International Classification:

G06F 17/30

US Classification:

707769, 707737, 707770, 707999003, 707999004, 707999005, 705 7, 705 8, 705 9

Abstract:

Systems and methods for storing data in a customer center environment are provided. In this regard, a representative method comprises: generating data from workforce applications, at least one of the workforce applications including at least one of forecasting, scheduling, recording, and monitoring functionalities; and storing the data from the at least one of the workforce applications in a storage area network (SAN), the SAN being operable to connect the at least one of the workforce applications to computer storage devices. The method can further include keeping recorded contacts in a long term storage device such as the SAN or an operational data store (ODS) and transparently searching in both the ODS and the SAN simultaneously. With a concept of moving data on to a file system SAN which is cheaper as compared to a database technology such as ODS, the method facilitates predictable performance from the ODS and easier manageability with constant cost from SAN.

US Patent:

8155275, Apr 10, 2012

Filed:

Apr 3, 2006

Appl. No.:

11/396514

Inventors:

Robert John Barnes - Watford, GB
Rajan Gupta - Alpharetta GA, US

Assignee:

Verint Americas, Inc. - Roswell GA

International Classification:

H04M 1/64
H04M 3/00

US Classification:

379 671, 37926502

Abstract:

Systems and methods for managing alarms from recorders are provided. An exemplary method comprises the steps of: receiving alarm alerts from one or more recorders by a central application module, the alarm alerts being operative to notify a user of a problem associated with the one or more recorders, storing the alarm alerts in an alarm database, and managing the alarm alerts by the central application module so that a user can view the alarm alerts.

US Patent:

8331548, Dec 11, 2012

Filed:

Sep 27, 2010

Appl. No.:

12/891620

Inventors:

Rajan Gupta - Alpharetta GA, US
Kurt Rush - Woodstock GA, US
Uri Peleg - Santa Clara CA, US

Assignee:

Verint Americas, Inc. - Roswell GA

International Classification:

H04M 3/00

US Classification:

37926504, 37926503

Abstract:

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.

US Patent:

20030014411, Jan 16, 2003

Filed:

Jul 16, 2001

Appl. No.:

09/906998

Inventors:

Rajan Gupta - Montebello CA, US

International Classification:

G06F007/00

US Classification:

707/009000

Abstract:

MyWebKey: a data processing system allowing direct connections to specific Internet websites by depressing computer keyboard function keys. MyWebKey, a customizable data processing system to allow a user to connect to a specific Internet website by depressing a function key on a MyWebKey keyboard, or any standard computer keyboard. The technology can be dynamically configured for use in the B2B market for ordering, and in the B2C market for advertising. The MyWebKey software is distributed to an end-user, who installs it into their computer system's hard drive. The software includes a driver, which is then resident in the system's memory, monitoring whether any function key is pressed by an end-user and activated to provide a direct connection to a website. Whereas an end-user is assigned a Unique User ID and an end-user's system transmits a Unique Keyboard ID, the MyWebKey advertiser/client interface allows an advertiser to determine how many end-users accessed their Internet site. Finally, the process includes a toggle capability, allowing the end-user to change the functionality of their function keys from traditional key operations to one-touch connections to specific Internet websites.

US Patent:

20070274505, Nov 29, 2007

Filed:

Sep 29, 2006

Appl. No.:

11/529942

Inventors:

Rajan Gupta - Alpharetta GA, US
Kurt Rush - Woodstock GA, US
Uri Peleg - Santa Clara CA, US

International Classification:

H04M 3/00
H04M 5/00

US Classification:

37926501

Abstract:

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.

US Patent:

20110225185, Sep 15, 2011

Filed:

May 24, 2011

Appl. No.:

13/114620

Inventors:

Rajan Gupta - Alpharetta GA, US

Assignee:

VERINT AMERICAS INC. - Melville NY

International Classification:

G06F 17/30

US Classification:

707769, 707E17014

Abstract:

Systems and methods for storing data in a customer center environment are provided. In this regard, a representative method comprises: generating data from workforce applications, at least one of the workforce applications including at least one of forecasting, scheduling, recording, and monitoring functionalities; and storing the data from the at least one of the workforce applications in a storage area network (SAN), the SAN being operable to connect the at least one of the workforce applications to computer storage devices. The method can further include keeping recorded contacts in a long term storage device such as the SAN or an operational data store (ODS) and transparently searching in both the ODS and the SAN simultaneously. With a concept of moving data on to a file system SAN which is cheaper as compared to a database technology such as ODS, the method facilitates predictable performance from the ODS and easier manageability with constant cost from SAN.

US Patent:

20120245892, Sep 27, 2012

Filed:

Mar 23, 2011

Appl. No.:

13/070161

Inventors:

Phani Raghavender Gurijala - Marietta GA, US
William Theadore Fisher - Roswell GA, US
Rajan Gupta - Marietta GA, US
Mallikarjan Puttappa Narayanpur - Bangalore, IN
Ryan Margate Pastrana - Kansas City MO, US
Eric Thomas Pool - Roswell GA, US
Subramaniam Krishnakumar Sastry - Marietta GA, US
Janna Christiaanse Walsh - Roswell GA, US
Difei Wang - Marietta GA, US

Assignee:

GENERAL ELECTRIC COMPANY - Schenectady NY

International Classification:

G06F 19/00

US Classification:

702182

Abstract:

A method of performance calculation and comparison is provided and includes collecting, at a central location, data relating to a performance characteristic of a machine, calculating at the central location and from the collected data, the performance characteristic of the machine and comparing the calculated performance characteristic with a target performance characteristic.