Assignee: Verint Americas Inc.

Location: Melville, NY
No. of patents: 40

Number	Title	Issue Date
8160233	System and method for detecting and displaying business transactions Methods and systems are presented for detecting business transactions from sequences of call center agent activities. In one embodiment, the method comprises the steps of: receiving a plurality of agent activity events; matching a sequence of events within the recei...	04/17/2012
8131578	Systems and methods for automatic scheduling of a workforce Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: receiving a shift activity template; receiving an association between the shift activity template and at least one worker; and scheduling a plurality ...	03/06/2012
8078486	Systems and methods for providing workforce optimization to branch and back offices Systems and methods for providing workforce optimization are provided. A representative method includes: planning a first campaign to implement business goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of interaction...	12/13/2011
8015042	Methods for long-range contact center staff planning utilizing discrete event simulation Systems and methods for long-range simulation are provided. A representative method includes: defining at least one resource description, wherein a resource description comprises a group of resources that have similar characteristics, and wherein defining comprises ...	09/06/2011
7966397	Distributive data capture Included are systems and methods for capturing screen data. At least one embodiment of a method includes receiving an indication of a communications session, wherein the communication session is associated with screen data and determining screen data to capture. Som...	06/21/2011
7953621	Systems and methods for displaying agent activity exceptions Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: collecting an agent activity of a first class and an agent activity of a second class; and displaying the agent activity of the first class and the ag...	05/31/2011
7930314	Systems and methods for storing and searching data in a customer center environment 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,...	04/19/2011
7913063	System and method for performance based call distribution A first performance indicator associated with a first agent is received from a workforce management system. A second performance indicator associated with a second agent is also received from the workforce management system. The first agent and the second agent are ...	03/22/2011
7904325	System and method for complex schedule generation A system and method for generating a schedule for multiple employees in a complex environment. In one embodiment, the method includes generating a schedule for multiple employees with varying skill sets for a time period, wherein the plurality of employees have vary...	03/08/2011
7903568	Systems and methods for providing recording as a network service Systems and methods for providing recording of communications are provided. A representative method incorporates: providing recording as a service on a network such that: the network determines whether Internet Protocol (IP) packets, which are being communicated by ...	03/08/2011
7899176	Systems and methods for discovering customer center information A method for discovering customer center information includes receiving a plurality of customer center information from a plurality of respective information sources, and correlating the plurality of customer center information to determine an identity of a customer...	03/01/2011
7873156	Systems and methods for analyzing contact center interactions Systems and methods for analyzing contact center interactions are provided. In this regard, a representative method includes: receiving information corresponding to an interaction between a contact center agent and a customer; and assessing quality of the interactio...	01/18/2011
7864946	Systems and methods for scheduling call center agents using quality data and correlation-based discovery Systems and methods for scheduling call center agents are provided. An exemplary system for scheduling call center agents includes an agent computing device that is capable of obtaining quality scores of agents. The quality score is a measurement of quality that the...	01/04/2011
7853006	Systems and methods for scheduling call center agents using quality data and correlation-based discovery Systems and methods for visualization of call center performance are provided. An exemplary method includes the steps of: obtaining quality performance of agents data that includes information on the quality of service and quality characteristics of the agent, obtai...	12/14/2010
7826608	Systems and methods for calculating workforce staffing statistics Systems and methods for determining workforce staffing statistics in a contact center are disclosed. In one embodiment, the method comprises the steps of: receiving activity records associated with agents; and producing queue-specific staff counts for an interval. T...	11/02/2010
7822018	Duplicate media stream Included are embodiments of a method for recording in an Internet Protocol (IP) environment. At least one embodiment includes receiving data related to a communication, generating a copied version of at least a portion of the received data, and modifying the copied ...	10/26/2010
7792278	Integration of contact center surveys Systems and methods for integrating contact center surveys are provided. In this regard, a representative method comprises: obtaining performance data pertaining to a contact center agent, the agent being designated to assist a customer of the contact center; provid...	09/07/2010
7788286	Method and apparatus for multi-contact scheduling A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the schedul...	08/31/2010
7787974	Independent source recording Systems and methods for recording multiple channels of incoming data. A system and method can receive data streams from a number of sources and distribute the data streams to a number of users. The plurality of data streams are stored in a storage device for later r...	08/31/2010
RE41608	System and method to acquire audio data packets for recording and analysis A signal monitoring apparatus and method involving devices for monitoring signals representing communications traffic, devices for identifying at least one predetermined parameter by analyzing the context of the at least one monitoring signal, a device for recording...	08/31/2010
RE41534	Utilizing spare processing capacity to analyze a call center interaction A signal monitoring apparatus and method involving devices for monitoring signals representing communications traffic, devices for identifying at least one predetermined parameter by analyzing the context of the at least one monitoring signal, a device for recording...	08/17/2010
7774854	Systems and methods for protecting information Systems and methods for protecting information provided to an agent via a communication network are provided. In this regard, a representative method comprises: receiving a communication via a communication network, the communication including information that is to...	08/10/2010
7769176	Systems and methods for a secure recording environment Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiv...	08/03/2010
7752508	Method and system for concurrent error identification in resource scheduling A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource sched...	07/06/2010
7752043	Multi-pass speech analytics Included are embodiments for multi-pass analytics. At least one embodiment of a method includes receiving audio data associated with a communication, performing first tier speech to text analytics on the received audio data, and performing second tier speech to text...	07/06/2010
7734783	Systems and methods for determining allocations for distributed multi-site contact centers Systems and methods for allocating resources, such as contact center agents, computer servers and recorders, among geographically distributed sites are provided. In this regard, a representative method comprises: creating a workload forecast, such as contact volume,...	06/08/2010
7701972	Internet protocol analyzing Included are methods for facilitating routing of control data associated with a communication to a plurality of recorders. One such method, among others, includes receiving control data related to a communication and routing the received control data to at least one...	04/20/2010
7680264	Systems and methods for endpoint recording using a conference bridge Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming call from a calling phone; routing the incoming call to a called phone in a contact center; transmit...	03/16/2010
7672746	Systems and methods for automatic scheduling of a workforce Systems and methods are disclosed for scheduling overtime and time-off for a workforce. In one embodiment, the method comprises: receiving a workforce schedule including assignments of workers to shifts; receiving a template describing alterations to shifts; and app...	03/02/2010
7660407	Systems and methods for scheduling contact center agents 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 c...	02/09/2010
7660406	Systems and methods for integrating outsourcers 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 int...	02/09/2010
7660307	Systems and methods for providing recording as a network service Systems and methods for providing recording as a network service are provided. A representative method incorporates: communicating instructions to a network, the instructions indicating that IP packets associated with a communication that is to be recorded are to be...	02/09/2010
7634422	System and method for complex schedule generation A system and method for generating a schedule for multiple employees in a complex environment. In one embodiment, the method includes generating a schedule for multiple employees with varying skill sets for a time period, wherein the plurality of employees have vary...	12/15/2009
7633930	Systems and methods for capturing multimedia communication signals Systems and methods for capturing communication signals are provided. An exemplary method comprises the steps of: receiving communication signals of various types; determining whether to record the received communication signals; responsive to determining that the r...	12/15/2009
7613290	Recording using proxy servers Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: communicating with the customer center communication system via a pro...	11/03/2009
7587041	System and method for analysing communications streams Systems and methods for analyzing communications of a contact center are provided. A representative system incorporates a graphical user interface operative to display information corresponding to a communication of the contact center, the graphical user interface b...	09/08/2009
7574000	System and method for analysing communications streams Methods are provided, a representative one of which involves: recording information associated with a communication; providing a graphical user interface, the graphical user interface being configured such that, responsive to a user input designating a portion of th...	08/11/2009
7570755	Routine communication sessions for recording Systems and methods for recording a communication session between a customer and an agent are provided. In this regard, a representative method comprises: routing a media stream associated with the communication session based on information corresponding to routing ...	08/04/2009
7466816	System and method for analysing communication streams Communications systems are provided, a representative one of which incorporates: a recorder operative to record information associated with a communication; and a first computer application operative to provide a graphical user interface, the graphical user interfac...	12/16/2008
7376735	Method, apparatus, and system for capturing data exchanged between a server and a user Data exchanged between at least one server and at least one user is intercepted in a capturing module that operates independently from the server and the user. A copy of the intercepted data is stored in a database. The intercepted data that is destined for the serv...	05/20/2008

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Assignee: Verint Americas Inc.