Systems and methods for data synchronization in a customer center

• US 8,331,548 B2
• Filed: 09/27/2010
• Issued: 12/11/2012
• Est. Priority Date: 05/10/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Gupta, Rajan, Rush, Kurt, Peleg, Uri
• Primary Examiner(s): Smith, Creighton
• Application Number:
  US12/891,620
• Publication Number:
  US 20110038475A1
• Time in Patent Office: 806 Days
• Field of Search: 379/265.1, 379/265.04, 379/265.06
• US Class Current: 379/265.04
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

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.

Claims

1. A method to synchronize data in a contact center having a plurality of users, the method comprising:

identifying an initial master application of a plurality of workforce applications that are in communication with the contact center, and identifying remaining ones of the workforce applications as slave applications;

determining a substitute master application hierarchy by prioritizing the slave applications;

monitoring the initial master application to detect changes to user data, and if changes to the user data in the initial master application are detected, updating corresponding user data in the slave applications with the changes to the user data in the initial master application;

if the initial master application is unavailable, identifying 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

monitoring the substitute master application to detect changes to the user data, and if changes to the user data in the substitute master application are detected, updating corresponding user data in the slave applications with the changes to the user data in the substitute master application.

2. The method of claim 1 wherein the plurality of workforce applications comprise a workforce management application, a quality management application, and an enterprise reporting application.

3. The method of claim 1 wherein the initial master application comprises a workforce management application and the substitute master application comprises a quality management application.

4. The method of claim 1 wherein the user data comprises agent data.

5. The method of claim 1 wherein updating the corresponding user data in the slave applications with the changes to the user data in the initial master application comprises pushing the user data by the initial master application responsive to detecting the changes to the user data in the initial master application.

6. The method of claim 1 further comprising logging a user on to one of the workforce applications, wherein logging the user on to the one of the workforce applications results in logging the user on to additional ones of the workforce applications.

7. A synchronization manager comprising:

an instruction execution system configured to identify an initial master application of a plurality of workforce applications that are in communication with the 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 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, and if changes to the user data in the substitute master application are detected, update corresponding user data in the slave applications with the changes to the user data in the substitute master application.

8. The synchronization manager of claim 7 wherein the plurality of workforce applications comprise a workforce management application, a quality management application, and an enterprise reporting application.

9. The synchronization manager of claim 7 wherein the initial master application comprises a workforce management application and the substitute master application comprises a quality management application.

10. The synchronization manager of claim 7 wherein the user data comprises agent data.

11. The synchronization manager of claim 7 wherein the instruction execution system configured to update the corresponding user data in the slave applications with the changes to the user data in the initial master application comprises the instruction execution system configured to push the user data by the initial master application responsive to detecting the changes to the user data in the initial master application.

12. The synchronization manager of claim 7 further comprising the instruction execution system configured to log a user on to one of the workforce applications, wherein the instruction execution system configured to log the user on to the one of the workforce applications comprises the instruction execution system configured to log the user on to additional ones of the workforce applications.

13. A non-transitory computer readable medium having a computer program stored thereon, the computer program comprising computer-executable instructions for performing the computer-implemented steps of:

identifying an initial master application of a plurality of workforce applications that are in communication with the contact center, and identifying remaining ones of the workforce applications as slave applications;

determining a substitute master application hierarchy by prioritizing the slave applications;

monitoring the initial master application to detect changes to user data, and if changes to the user data in the initial master application are detected, updating corresponding user data in the slave applications with the changes to the user data in the initial master application;

if the initial master application is unavailable, identifying 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

monitoring the substitute master application to detect changes to the user data, and if changes to the user data in the substitute master application are detected, updating corresponding user data in the slave applications with the changes to the user data in the substitute master application.

14. The non-transitory computer readable medium of claim 13 wherein the plurality of workforce applications comprise a workforce management application, a quality management application, and an enterprise reporting application.

15. The non-transitory computer readable medium of claim 13 wherein the initial master application comprises a workforce management application and the substitute master application comprises a quality management application.

16. The non-transitory computer readable medium of claim 13 wherein the user data comprises agent data.

17. The non-transitory computer readable medium of claim 13 wherein updating the corresponding user data in the slave applications with the changes to the user data in the initial master application comprises pushing the user data by the initial master application responsive to detecting the changes to the user data in the initial master application.

18. The non-transitory computer readable medium of claim 13 further comprising logging a user on to one of the workforce applications, wherein logging the user on to the one of the workforce applications results in logging the user on to additional ones of the workforce applications.