Abstract: Systems and methods for providing recording as a network service are provided. A representative method incorporates: communicating instructions to a network, the instructions indicating that IP packets associated with a communication that is to be recorded are to be directed to long term storage such that the network: receives the instructions; determines whether Internet Protocol (IP) packets, which are being communicated by the network, are associated with a communication that is to be recorded; and directs information corresponding to the IP packets associated with the communication to a long term storage device.

Abstract: Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a content recorder configured to record content of plurality of agent interactions; an analytics component configured to perform speech analysis on at least a portion of the agent interactions, and further configured to evaluate the interactions based on a plurality of criteria, producing a score; and a quality monitor configured to associate the analyzed interactions with interaction metadata.

Abstract: Systems and methods are disclosed for an integrated process for optimizing operations at a contact center. In one embodiment, the method comprises: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with the campaign to produce agent-customer interactions; measuring agent performance on the interactions to produce quality metrics; analyzing the metrics to produce a rating; combining quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.

Abstract: Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.

Abstract: Systems and methods for providing recording of communications are provided. A representative method incorporates: providing recording as a service on a network such that: the network determines whether Internet Protocol (IP) packets, which are being communicated by the network, are associated with a communication that is to be recorded and the network directs information corresponding to the IP packets associated with the communication to a long term storage device.

Abstract: Systems and methods for providing recording as a network service are provided. A representative method incorporates: communicating instructions to a network, the instructions indicating that IP packets associated with a communication that is to be recorded are to be directed to long term storage such that the network: receives the instructions; determines whether Internet Protocol (IP) packets, which are being communicated by the network, are associated with a communication that is to be recorded; and directs information corresponding to the IP packets associated with the communication to a long term storage device.

Abstract: Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.

Abstract: Systems and methods for providing recording of communications are provided. A representative method incorporates: providing recording as a service on a network such that: the network determines whether Internet Protocol (IP) packets, which are being communicated by the network, are associated with a communication that is to be recorded and the network directs information corresponding to the IP packets associated with the communication to a long term storage device.

Abstract: Systems and methods for providing recording as a network service are provided. A representative method incorporates: communicating instructions to a network, the instructions indicating that IP packets associated with a communication that is to be recorded are to be directed to long term storage such that the network: receives the instructions; determines whether Internet Protocol (IP) packets, which are being communicated by the network, are associated with a communication that is to be recorded; and directs information corresponding to the IP packets associated with the communication to a long term storage device.

Abstract: A tip wrench/coupler having a generally hollow body for the storage and/or attachment of a tip, and a plurality of fluidic couplers that allow the wrench/coupler to connect two or more handpiece together in series, fluidically, thereby allowing the handpieces to be primed at the same time.

Abstract: Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.

Abstract: Systems and methods are disclosed for an integrated process for optimizing operations at a contact center. In one embodiment, the method comprises: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with the campaign to produce agent-customer interactions; measuring agent performance on the interactions to produce quality metrics; analyzing the metrics to produce a rating; combining quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.

Abstract: Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a content recorder configured to record content of plurality of agent interactions; an analytics component configured to perform speech analysis on at least a portion of the agent interactions, and further configured to evaluate the interactions based on a plurality of criteria, producing a score; and a quality monitor configured to associate the analyzed interactions with interaction metadata.

Abstract: A tip assembly for a liquefaction surgical handpiece having a break-away or frangible tip protector. The tip protector protects the delicate tip from damage during handling and shipment, but is easily removed prior to use.

Abstract: A tip for a surgical handpiece having two coaxial tubes or channels mounted within a body. The tip has one or more features that shape the fluid discharge so as to optimize the performance of the handpiece for varying parts of the surgical procedure.

Abstract: A surgical instrument includes an outer casing having a first portion for surrounding a motor, a second portion having for housing a plurality of buttons, and a third portion for providing a small body by which a user can control and manipulate the surgical instrument. A plurality of buttons are provided in the second portion of the outer casing, the buttons for controlling an operation of the motor. A switch cover for engaging with the second portion of the outer casing is also provided. The switch cover includes a relatively stiff skeleton and a plurality of relatively flexible portions that correspond with the plurality of buttons when the switch cover is engaged with the second portion of the outer casing. The flexible portions are adapted to provide external control of the buttons while the switch cover is engaged.

Abstract: The present invention is directed to improvements in fastening systems used to reattach a skull flap removed during brain surgery where such fastening systems include elements, usually flat or disc shaped, placed on both sides of a patient's cranium that are connected by a post, wire, shank or other similar structure. The improvement consists of a washer made of a compliant material that improves the fixation properties of the fastening system elements. The washer in one embodiment is simply a flat disc made of a compliant material with a centrally located hole. In an alternate embodiment, the washer wraps around the flat or disc shaped element of the fastening system. In a further variant of the embodiments described, the washer includes a central protrusion extending away from top side of the washer. In a further alternate embodiment of the washer in all the described embodiments may also be placed on the upper or outer lock element of a fastening system.

Abstract: The present invention pertains to an orthopedic support having a flexible inner member and an exo-skeleton that is molded directly onto the flexible inner member. In one particular embodiment, a versatile, multi-medium orthopedic ankle support assembly has an inner fabric support for extending at least partially around an injured part of the anatomy and for providing basic support for the injury. A plastic exo-support is injection molded into said fabric support and supplies supplemental support for resisting motion of the injured part in undesired directions. The fabric support has a main body portion for extending at least part way around the injured part of the anatomy and has edges to be secured together after the fabric support is fitted to the injured part. The invention is not limited to ankle braces, of course, as the general principle of molding an exo-skeleton onto a flexible inner member may be used in conjunction with numerous different supports.