Systems and methods for discovering customer center information

• US 8,582,751 B2
• Filed: 02/28/2011
• Issued: 11/12/2013
• Est. Priority Date: 09/29/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Calahan, Marc, Akers, Richard, Smith, Damian
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US13/036,923
• Publication Number:
  US 20110150207A1
• Time in Patent Office: 988 Days
• Field of Search: 379/265.03, 379/265.04
• US Class Current: 379/265.03
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 2201/12 Counting circuits
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

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 center agent accessing customer center resources.

Claims

1. A method for discovering contact center information, comprising:

gathering, from a plurality of information sources, workspace information corresponding to a plurality of contact center agents;

analyzing the workspace information to generate a mapping of the plurality of contact center agents to the plurality of information sources;

tracking contacts made by the plurality of contact center agents based on the mapping of the plurality of contact center agents to the plurality of information sources.

2. The method of claim 1 further comprising:

gathering, from a first information source of the plurality of information sources, new workspace information corresponding to a first contact center agent of the plurality of contact center agents;

analyzing the new workspace information to generate a revision of the mapping of the plurality of contact center agents to the plurality of information sources;

tracking new contacts made by the plurality of contact center agents based on the revision of the mapping of the plurality of contact center agents to the plurality of information sources.

3. The method of claim 1 wherein the plurality of information sources comprises telephones operated by the plurality of contact center agents and computers operated by the plurality of contact center agents.

4. The method of claim 1 wherein tracking the contacts comprises recording the contacts.

5. The method of claim 1 wherein the contacts include telephone calls.

6. The method of claim 5 wherein the contacts further include email messages.

7. The method of claim 6 wherein the contacts further include text messages.

8. A non-transitory computer readable medium having instructions stored thereon that, when executed by a computer system, direct the computer system to:

gather, from a plurality of information sources, workspace information corresponding to a plurality of contact center agents;

analyze the workspace information to generate a mapping of the plurality of contact center agents to the plurality of information sources;

track contacts made by the plurality of contact center agents based on the mapping of the plurality of contact center agents to the plurality of information sources.

9. The non-transitory computer readable medium of claim 8, wherein the instructions, when executed by the computer system, further direct the computer system to:

gather, from a first information source of the plurality of information sources, new workspace information corresponding to a first contact center agent of the plurality of contact center agents;

analyze the new workspace information to generate a revision of the mapping of the plurality of contact center agents to the plurality of information sources;

track new contacts made by the plurality of contact center agents based on the revision of the mapping of the plurality of contact center agents to the plurality of information sources.

10. The non-transitory computer readable medium of claim 8 wherein the plurality of information sources comprises telephones operated by the plurality of contact center agents and computers operated by the plurality of contact center agents.

11. The non-transitory computer readable medium of claim 8 wherein tracking the contacts comprises recording the contacts.

12. The non-transitory computer readable medium of claim 8 wherein the contacts include telephone calls.

13. The non-transitory computer readable medium of claim 12 wherein the contacts further include email messages.

14. The non-transitory computer readable medium of claim 13 wherein the contacts further include text messages.