Patents by Inventor Sayed Ali Sharafudeen

Sayed Ali Sharafudeen 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).

  • Agent performance measurement framework for modern-day customer contact centers
    Patent number: 11528362
    Abstract: A method and system for providing a data consolidation for improved customer communication and agent performance evaluation in a multi-channel contact center are provided. The method includes receiving interaction data of an agent with customers across different communication channels within the contact center, consolidating the interaction data received across the different communication channels, aggregating the consolidated data to generate a set of metrics indicative of agent performance, inputting the set of metrics into an agent performance measurement framework, and determining a performance score for the agent based on an output of the agent performance measurement framework.
    Type: Grant
    Filed: February 3, 2022
    Date of Patent: December 13, 2022
    Assignee: Genpact Luxembourg S.à r.l. II
    Inventors: Sudha Bhat, Sayed Ali Sharafudeen