Patents by Inventor David GEFFEN

David GEFFEN has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Method and system for managing a quality process
    Patent number: 8553872
    Abstract: Embodiments of the invention are directed to a computer-implemented method of performing a quality evaluation. The method may include selecting from a plurality of interaction recordings at least one interaction recording according to at least one KPI. The method may include associating a selected interaction recording with a predefined evaluation form, presenting interactions selected for evaluation to an evaluator and performing a predefined action based on a result of the evaluation.
    Type: Grant
    Filed: July 8, 2009
    Date of Patent: October 8, 2013
    Assignee: Nice-Systems Ltd.
    Inventors: David Geffen, Yoav Freiberger, Yoel Goldenberg
  • System and method for assisting an agent in a contact center
    Patent number: 8531501
    Abstract: Embodiments of the invention are directed to a system and method for assisting a service representative an enterprise. A device operated by an agent and a mobile communication device operated by an expert may be associated by a registration at a server. An indication of required assistance may be provided to the mobile communication device. The mobile communication device may included in a session already including a device operated by the agent and a device operated by a customer.
    Type: Grant
    Filed: March 1, 2011
    Date of Patent: September 10, 2013
    Assignee: Nice-Systems Ltd.
    Inventors: Leon Portman, David Geffen, Nadav Doron, Itay Grushka
  • SYSTEM AND METHOD FOR ASSISTING AN AGENT IN A CONTACT CENTER
    Publication number: 20120224020
    Abstract: Embodiments of the invention are directed to a system and method for assisting a service representative an enterprise. A device operated by an agent and a mobile communication device operated by an expert may be associated by a registration at a server. An indication of required assistance may be provided to the mobile communication device. The mobile communication device may included in a session already including a device operated by the agent and a device operated by a customer.
    Type: Application
    Filed: March 1, 2011
    Publication date: September 6, 2012
    Inventors: Leon PORTMAN, David GEFFEN, Nadav DORON, Itay GRUSHKA
  • METHOD AND SYSTEM FOR MANAGING A QUALITY PROCESS
    Publication number: 20110007889
    Abstract: Embodiments of the invention are directed to a computer-implemented method of performing a quality evaluation. The method may include selecting from a plurality of interaction recordings at least one interaction recording according to at least one KPI. The method may include associating a selected interaction recording with a predefined evaluation form, presenting interactions selected for evaluation to an evaluator and performing a predefined action based on a result of the evaluation.
    Type: Application
    Filed: July 8, 2009
    Publication date: January 13, 2011
    Inventors: David Geffen, Yoav Freiberger, Yoel Goldenberg
  • METHOD AND SYSTEM FOR LINKING INTERACTIONS
    Publication number: 20100318400
    Abstract: Embodiments of the invention are directed to a system and method for linking interactions. The method includes grouping a plurality of customer-agent interactions into a category upon identifying one or more predetermined common characteristics in the customer-agent interactions and linking at least two of said customer-agent interactions to form a chain of interactions upon identifying a condition that matches a predetermined rule defining the chain.
    Type: Application
    Filed: June 16, 2009
    Publication date: December 16, 2010
    Inventors: David GEFFEN, Offer HASSIDI, Yoav FREIBERGER