发明名称 |
Systems and methods for workforce optimization and analytics |
摘要 |
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. |
申请公布号 |
US8117064(B2) |
申请公布日期 |
2012.02.14 |
申请号 |
US20060359358 |
申请日期 |
2006.02.22 |
申请人 |
BOURNE JOHN;MURRAY ED;IANNONE JEFF;KEREN SHIMON;MCLEAN NICK;BOURKE MIKE;FAMA JASON;WATSON JOSEPH;NIES JAMES GORDON;LYERLY THOMAS;VERINT AMERICAS, INC. |
发明人 |
BOURNE JOHN;MURRAY ED;IANNONE JEFF;KEREN SHIMON;MCLEAN NICK;BOURKE MIKE;FAMA JASON;WATSON JOSEPH;NIES JAMES GORDON;LYERLY THOMAS |
分类号 |
G06Q10/00 |
主分类号 |
G06Q10/00 |
代理机构 |
|
代理人 |
|
主权项 |
|
地址 |
|