Upgrading performance using aggregated information shared between management systems

• US 20060179064A1
• Filed: 02/07/2006
• Published: 08/10/2006
• Est. Priority Date: 02/07/2005
• Status: Abandoned Application

• Current Assignee: Nice Systems Limited (Nice Ltd)
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Paz, Tomer, Goldenberg, Yoel
• Application Number:
  US11/350,297
• Publication Number:
  US 20060179064A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

A method of sharing information between computerized systems in an organization, including, collecting information from multiple computerized systems used by an organization, analyzing the collected information to derive new information based on the collected information, feeding the new information to more than one of the multiple computerized systems, utilizing the new information to affect the function of the computerized system to which it was fed, wherein the collecting and the feeding is performed on more than one type of computer based management systems.

Claims

1. A method of sharing information between computerized systems in an organization, comprising:

collecting information from multiple computerized systems used by an organization;

analyzing the collected information to derive new information based on the collected information;

feeding the new information to more than one of the multiple computerized systems;

utilizing said new information to affect the function of the computerized system to which it was fed; and

wherein said collecting and said feeding are performed on more than one of the following types of computer based management systems;

a. an agent quality management system;

b. a call flow analysis system;

c. a customer survey system;

d. an audio content based analysis system;

e. a content management system;

f. a knowledge based management system;

g. a workforce management system;

h. a performance based knowledge system;

i. a circuit switch management system;

j. a VoIP management system;

or

k. a computer telephony integration system.

2. A method according to claim 1, wherein said analyzing comprises applying organization specific rules to the collected information.

3. A method according to claim 1, wherein said computerized systems include four or more of the computer based management systems listed in claim 1.

4. A method according to claim 1, wherein at least one of said multiple computerized systems only provide information.

5. A method according to claim 1, wherein, at least one of said multiple computerized systems only receives information.

6. A control system for sharing information between computer systems in an organization, comprising:

a computer connected to multiple computer systems used by an organization to serve as the control system;

wherein said control system is adapted to accept information from said multiple computer systems related to their functionality;

wherein said control system is adapted to analyze the accepted information to produce new information based on the analyzed information;

wherein said control system is adapted to feed the new information to more than one of the multiple computerized systems; and

wherein said computer systems include more than one of the following types of computer based management systems;

a. an agent quality management system;

b. a call flow analysis system;

c. a customer survey system;

d. an audio content based interaction management system;

e. a screen content based interaction management system;

f. a knowledge based management system;

g. a workforce management system;

h. a performance based knowledge system;

i. a circuit switch management system;

j. a VoIP management system;

or

k. a computer telephony integration system.