| Class / Patent application number | Description | Number of patent applications / Date published |
|---|
| 379265070 | Speech of agent or customer (e.g., talk time) | 13 |
| 20120039460 | CUSTOMER SERVICE ANALYSIS - A method, a system and a computer program product for analyzing customer service quality is disclosed. A plurality of customer call service quality parameters is identified using historical data. The plurality of customer call service quality parameters is quantified and correlated. The customer service quality is analyzed using the plurality of customer call service quality parameters. A repository is generated using the historical data of a plurality of customer calls and a set of pre-defined customer call flow templates. A subset of service quality queries is identified using contextual information of the customer call from the repository of service quality queries. The subset of service quality queries is then interspersed in the customer call. The customer service quality is analyzed using responses to the subset of service quality queries. | 02-16-2012 |
| 20130208881 | System for Conversation Quality Monitoring of Call Center Conversation and a Method Thereof - The present invention is related to improving a conversation quality of calls in a call center setup/environment. The system of the present invention allows monitoring of several live ongoing audio conversations to alert supervisor regarding vulnerable/deviations in the call being handled by a call center agent. The alerts are displayed on the supervisor console by way of providing graphical visual display in order to seek attention of the supervisor. The system also facilitates the supervisor to listen to the live conversation on his desktop by clicking on the visual display. | 08-15-2013 |
| 20140003598 | OPERATOR EVALUATION SUPPORT DEVICE AND OPERATOR EVALUATION SUPPORT METHOD | 01-02-2014 |
| 20140029742 | OPERATOR EVALUATION SUPPORT DEVICE AND OPERATOR EVALUATION SUPPORT METHOD - An operator evaluation support device includes a speech recording unit configured to record speech times of a customer and an operator during a telephone call; a superposition identifying unit configured to refer to the speech recording unit and identify a superposition speech, which is a speech of the operator that has started during a speech of the customer; a problematic superposition identifying unit configured to identify a problematic superposition speech among the superposition speeches, by comparing a sound quality of a speech of the customer that has started after the superposition speech with a standard sound quality; a call information creating unit configured to refer to the speech recording unit and create telephone call information indicating the identified problematic superposition speech during the telephone call; and a sending unit configured to send the created telephone call information to an administrator terminal used by an administrator evaluating the operator. | 01-30-2014 |
| 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 |
| 20140270141 | CALL EVENT TAGGING AND CALL RECORDING STITCHING FOR CONTACT CENTER CALL RECORDINGS - A system and method for recording media for a contact center allows for call event tagging and call recording stitching. A processor receives call metadata for a telephony call. The call includes a link to a recording of media exchanged during the telephony call. The processor receives a call event associated with the telephony call. The call event includes a timestamp of when the event occurred during the telephony call. The processor stores the call metadata and the call event in a database record. The processor retrieves the database record for displaying the call event on a display device. A user command is received for identifying the call event in response to the display on the display device. A portion of the recording associated with the call event is retrieved in response to the user command. An audible rendering is then provided of the retrieved portion of the recording. | 09-18-2014 |
| 20140301540 | DIALOG COMPATABILITY - A contact center system can receive messages from consumers. The system can then interact with the consumer or customer using a dialog. Before conducting the session with the consumer, past interactions using the dialog are reviewed to determine words, phrases, and other information that caused the dialog to be successful. The information is stored as norms. Upon beginning a new interaction with the dialog, the norms and the past successful dialogs are retrieved and compared to the active dialog while the interaction is on-going. The comparison is then used to ensure that the present active dialog will lead to a successful outcome or to resolve any issued if the outcome is not likely to be successful. | 10-09-2014 |
| 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 |
| 20150326722 | CONTACT CENTER REPLAY - Contact centers often record customer-agent communications for training, quality control, and other purposes. Supervisors often contribute to the communications in the form of voice messages only the agent can hear (e.g., whisper mode) and/or text messages displayed on a screen and optionally documents or other content that may be provided or shared by the supervisor to the agent. Capturing the supervisor's contribution to a communication is provided to enable later playback or review of the communication to include all inputs and enable a more complete understanding of the actions that were or were not taken. | 11-12-2015 |
| 20160028890 | INFORMATION PROCESSING APPARATUS, RECORDING MEDIUM, AND INFORMATION PROCESSING METHOD - In order to provide an information processing apparatus that estimates a receptionist's specialty in the case where a question from a questioner is answered by the receptionist, a first calculation unit of the information processing apparatus calculates an amount of information on an answer, which is an amount of information on a receptionist's answer to a question from a questioner, a second calculation unit calculates an amount of acquired information, which is an amount of information acquired by the receptionist to make the answer, and an estimation unit estimates the receptionist's specialty in accordance with the amount of information on the answer and the amount of acquired information. | 01-28-2016 |
| 20160088154 | METHOD AND SYSTEM OF SEARCHING FOR COMMUNICATIONS FOR PLAYBACK OR ANALYSIS - A method for searching for one or more recorded communications between one or more customers and a contact center comprising is provided. The method is implemented by a computer readable medium having a plurality of code segments. One or more communications is analyzed and assessment data is assigned thereto. The assessment data of the communications is searched for at least one search criterion, and at least one communication having assessment data matching the search criterion is identified. A representation of the matching communication is then displayed. | 03-24-2016 |
| 20160112566 | RECORDING USER COMMUNICATIONS - A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent. | 04-21-2016 |
| 20160381217 | RECORDING INVOCATION OF COMMUNICATION SESSIONS - Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: configuring a communication component of the customer center communication system to enable recording of a media stream associated with the communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream. | 12-29-2016 |
