Systems and methods for integrating outsourcers

• US 7,660,406 B2
• Filed: 09/29/2006
• Issued: 02/09/2010
• Est. Priority Date: 06/27/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Nies, James Gordon, Peleg, Uri, Fama, Jason, Shvarts, Simon, Bourke, Mike, Prabhu, Vinod
• Primary Examiner(s): Hong; Harry S
• Application Number:
  US11/529,842
• Publication Number:
  US 20070299680A1
• Time in Patent Office: 1,229 Days
• Field of Search: 705/8, 705/9
• US Class Current: 379/265.05
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

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 integration of resources of the first contact center with resources of one or more other contact centers.

Claims

1. A method for integrating outsourcers comprising:

generating a forecast requirement related to a volume of contacts to be handled by a first contact center;

transferring the forecast requirement from a second contact center to the first contact center, wherein the first contact center generates work schedules for resources of the first contact center based on the forecast requirement and skills of the resources of the first contact center;

receiving information corresponding to the resources of the first contact center that shares contacts with the second contact center, wherein the information comprises the work schedules and the skills of the resources of the first contact center, and wherein the work schedules comprise activities;

importing the information into a database, the database being accessible to a workforce manager application associated with the second contact center that is operative to retrieve information stored in the database;

correlating the skills contained in the information with skills that are to be used for scheduling resources of the second contact center;

correlating the activities contained in the information with activities that are to be used for scheduling the resources of the second contact center; and

allocating the resources of the second contact center using the information from the database, wherein the allocating is based, at least in part, on a correlation between the skills of the resources of the first contact center and the second contact center, a correlation between the activities of the resources of the first contact center and the second contact center, and an evaluation of the work schedules of the resources of the first contact center.

2. The method of claim 1, further comprising allocating contacts between the first contact center and the second contact center, wherein at least some of the contacts are communicated via Internet protocol (IP) packets.

3. The method of claim 1, wherein:

the resources include agents; and

allocating comprises determining work schedules of the agents of the second contact center.

4. The method of claim 3, wherein determining the work schedules of the agents of the second contact center comprises evaluating potential schedules for the agents of the second contact center based on service level goals computed using contributions of the agents of the first contact center.

5. The method of claim 1, wherein, in receiving information, the information is received from a workforce manager application, associated with the first contact center, of a disparate type with respect to the workforce manager application associated with the second contact center.

6. The method of claim 1, wherein the first contact center is a remote contact center and the second contact center is a local contact center.

7. The method of claim 1, wherein the information received is configured as an XML file.

8. The method of claim 1, wherein the correlating steps are performed in order to improve integration of the resources of the first contact center with the resources of the second contact center.

9. The method of claim 1, wherein the work schedules of the resources of the first contact center are locked such that the work schedules of the resources of the first contact center are not changed responsive to allocating the resources of the second contact center.

10. The method of claim 1, wherein the skills contained in the information comprise a skill priority and a skill proficiency for each skill of each resource of the first contact center.

11. A system for integrating outsourcers comprising:

a processing device configured to execute a forecasting system operative to generate a forecast requirement related to a volume of contacts to be handled by a first contact center and transfer the forecast requirement from a second contact center to the first contact center, wherein the first contact center generates work schedules for resources of the first contact center based on the forecast requirement and skills of the resources of the first contact center;

the processing device configured to execute an integration system operative to receive information corresponding to the resources of the first contact center that shares contacts with the second contact center, wherein the information comprises the work schedules and the skills of the resources of the first contact center, and wherein the work schedules comprise activities;

a database operative to store the information, the database being accessible to a workforce manager application associated with the second contact center that is operative to retrieve information stored in the database;

the processing device configured to execute the integration system operative to correlate the skills contained in the information with skills that are to be used for scheduling resources of the second contact center, and correlate the activities contained in the information with activities that are to be used for scheduling the resources of the second contact center; and

the processing device configured to execute a scheduling system operative to communicate with the integration system and to allocate the resources of the second contact center using the information from the database, wherein the allocation is based, at least in part, on a correlation between the skills of the resources of the first contact center and the second contact center, a correlation between the activities of the resources of the first contact center and the second contact center, and an evaluation of the work schedules of the resources of the first contact center.

12. The system of claim 11, further comprising the scheduling system operative to allocate contacts between the first contact center and the second contact center, wherein at least some of the contacts are communicated via Internet protocol (IP) packets.

13. The system of claim 11, wherein:

the resources include agents; and

the scheduling system, to allocate the resources of the second contact center, determines work schedules of the agents of the second contact center.

14. The system of claim 13, wherein the scheduling system determines the work schedules of the agents of the second contact center by evaluating potential schedules for the agents of the second contact center based on service level goals computed using contributions of the agents of the first contact center.

15. The system of claim 11, wherein the integration system receives the information from a workforce manager application associated with the first contact center, of a disparate type with respect to the workforce manager application associated with the second contact center.

16. The system of claim 11, wherein the first contact center is a remote contact center and the second contact center is a local contact center.

17. The system of claim 11, wherein the integration system receives the information configured as an XML file.

18. The system of claim 11, wherein the integration system correlates the skills and the activities contained in the information with the skills and the activities that are to be used for scheduling the resources of the second contact center in order to improve integration of the resources of the first contact center with the resources of the second contact center.

19. The system of claim 11, wherein the work schedules of the resources of the first contact center are locked such that the work schedules of the resources of the first contact center are not changed responsive to the allocation of the resources of the second contact center by the scheduling system.

20. The system of claim 11, wherein the skills contained in the information comprise a skill priority and a skill proficiency for each skill of each resource of the first contact center.