System and method for call data processing
First Claim
1. A system for call data processing, comprising:
- an agent console to display to an agent, multiple call sessions and the content for each call session;
a script module to receive from the agent, selection of a script and to provide at least a portion of the script as synthesized speech to a participant of one such call session;
a message module to receive from the agent a text message for the participant of a different call session while the script is provided to the participant of the one such call session;
a text-to-speech engine to convert the received text message to synthesized speech; and
a delivery module to provide the synthesized speech to the other participant of the different call session while the script is provided to the participant of the one such call session.
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Accused Products
Abstract
A system and method for call data processing are provided. Multiple call sessions are monitored for an agent on an agent console. The content of each call session is displayed on the agent console. A selection of a script is received from the agent and at least a portion of the script is provided to a participant of one such call session as synthesized speech. A text message is received from the agent for another participant of a different call session, while the script is provided to the participant of the one such call session. The received text message is converted to synthesized speech and the synthesized speech is provided to the other participant of the different call session while the script is provided to the participant of the one such call session.
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Citations
20 Claims
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1. A system for call data processing, comprising:
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an agent console to display to an agent, multiple call sessions and the content for each call session; a script module to receive from the agent, selection of a script and to provide at least a portion of the script as synthesized speech to a participant of one such call session; a message module to receive from the agent a text message for the participant of a different call session while the script is provided to the participant of the one such call session; a text-to-speech engine to convert the received text message to synthesized speech; and a delivery module to provide the synthesized speech to the other participant of the different call session while the script is provided to the participant of the one such call session. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method for call data processing, comprising:
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monitoring for an agent, multiple call sessions on an agent console; displaying on the agent console content of each call session; receiving from the agent, selection of a script and providing at least a portion of the script as synthesized speech to a participant of one such call session; receiving from the agent a text message for another participant of a different call session while the script is provided to the participant of the one such call session; converting the received text message to synthesized speech; and providing the synthesized speech to the other participant of the different call session while the script is provided to the participant of the one such call session. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification