Patent application number | Description | Published |
20080240374 | Method and system for linking customer conversation channels - A method for managing communications between a customer and a contact center is provided. The communication may include voice data, interactive response data and web interaction data. Upon the receipt of an interaction identifier, related conversation data is located. Following the location of the related conversation data, the conversation data is organized sequentially. The organized conversation data may then be analyzed and distress data, behavioral assessment data and event data may be determined, either for each individual interaction segment or the entire combined experience. Following the analysis, the organized conversation data may then transfer the organized conversation data to a portal for display to a user. Further, the associated statistics can be viewed in reporting within the portal or systematically extracted from the system for further analysis. | 10-02-2008 |
20080240404 | Method and system for aggregating and analyzing data relating to an interaction between a customer and a contact center agent - A method and system for aggregating data associated with an interaction between a customer and a customer service representative is provided. The method is implemented by a readable medium having a plurality of code segments. The method includes the step of receiving customer service representative call activity data, the customer service representative call activity data including one or more of the following data types: customer service representative on-call activity data, customer service representative after-call activity data, customer service representative screen analytics, customer service representative desktop recording data. The method also includes the step of receiving customer call activity data. The method also includes the step of receiving an interaction between a customer and a customer service representative and generating associated voice data from the interaction. The method also includes the step of receiving human resources data from a human resources database, the human resources data being associated with at least one customer service representative. The method also includes the step of analyzing the customer service representative call activity data, the customer call activity data, the voice data, and the human resources data. In addition, a code segment is provided for generating customer service representative performance data based on the analysis of the customer service representative call activity data, the customer call activity data, the voice data and the human resources data. | 10-02-2008 |
20080262844 | Method and system for analyzing separated voice data of a telephonic communication to determine the gender of the communicant - A method and system for determining the gender of a communicant in a communication is provided. According to the method, at least one aural segment corresponding to at least one word spoken by a communicant is identified. The aural segment is then analyzed by applying a gender detection model to the aural segment, and gender detection data is generated based on the application of the gender detection model. | 10-23-2008 |
20090103699 | Methods and systems for determining customer hang-up during a telephonic communication between a customer and a contact center - The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine early termination of a telephonic communication. | 04-23-2009 |
20090103708 | Methods and systems for determining segments of a telephonic communication between a customer and a contact center to classify each segment of the communication, assess negotiations, and automate setup time calculation - The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine communication objects, forming segments of like communication objects, determining strength of negotiations between the contact center and the customer from the segments, and automate setup time calculation. | 04-23-2009 |
20110249811 | Method and System for Analyzing Separated Voice Data of a Telephonic Communication Between a Customer and a Contact Center by Applying a Psychological Behavioral Model Thereto - A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data. | 10-13-2011 |
20140064473 | METHODS AND SYSTEM FOR ANALYZING SEPARATED VOICE DATA OF A TELEPHONIC COMMUNICATION BETWEEN A CUSTOMER AND A CONTACT CENTER BY APPLYING A PSYCHOLOGICAL BEHAVIORAL MODEL THERETO - A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data. | 03-06-2014 |
20140136194 | METHODS AND APPARATUS FOR IDENTIFYING FRAUDULENT CALLERS - The methods, apparatus, and systems described herein are designed to identify fraudulent callers. A voice print of a call is created and compared to known voice prints to determine if it matches one or more of the known voice prints. The methods include a pre-processing step to separate speech from non-speech, selecting a number of elements that affect the voice print the most, and/or computing an adjustment factor based on the scores of each received voice print against known voice prints. | 05-15-2014 |
20140270139 | METHODS AND SYSTEM FOR ANALYZING MULTICHANNEL ELECTRONIC COMMUNICATION DATA - A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data. In one or more embodiments, electronic customer communication data may be one or more of electronic-mail data, web content data, text message data, voice over IP data, online forum data, social media data, update status, media feed, social media review, social media data stream. In other embodiments, electronic customer communication data may include data received during a customer communication with a graphical user interface for the contact center. | 09-18-2014 |
20140270140 | METHODS AND SYSTEM FOR ANALYZING MULTICHANNEL ELECTRONIC COMMUNICATION DATA - A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data. In one or more embodiments, electronic customer communication data may be one or more of electronic-mail data, web content data, text message data, voice over IP data, online forum data, social media data, update status, media feed, social media review, social media data stream. In other embodiments, electronic customer communication data may include data received during a customer communication with a graphical user interface for the contact center. | 09-18-2014 |
20140301541 | METHOD AND SYSTEM FOR ANALYZING A COMMUNICATION BY APPLYING A BEHAVIORAL MODEL THERETO - A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data. | 10-09-2014 |
20150046357 | SYSTEMS AND METHODS FOR EVALUATING JOB CANDIDATES - The methods, apparatus, and systems described herein facilitate making hiring decisions. The methods include identifying keywords associated with one or more categories relevant to a job position, receiving the candidate's answers to interview questions, reviewing the answers for the identified keywords, and outputting a score for the one or more categories based on a density of the keywords in the answers. | 02-12-2015 |