Customer-controlled recording

• US 10,171,674 B2
• Filed: 10/05/2012
• Issued: 01/01/2019
• Est. Priority Date: 06/08/2009
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Perlmutter, S. Michael
• Primary Examiner(s): Phan, Joseph T
• Application Number:
  US13/646,642
• Publication Number:
  US 20130114801A1
• Time in Patent Office: 2,279 Days
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/53 Centralised arrangements for recording incoming messages , i.e. mailbox systems

Abstract

A recording system has an interface enabled to monitor interaction between an agent of an enterprise and a second person, recording apparatus enabled to record the interaction and to store the recording in a data repository, and software stored in and executing from a machine-readable medium, the software providing functions for controlling the recording apparatus. The software responds to inputs from the second person to control the recording apparatus.

Claims

1. A call-recording and retrieval system comprising:

a data storage device;

a router configured to route an interaction to or from a customer, to a communication device of a contact center agent;

a processor coupled to the router; and

a memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to;

identify the interaction for the routing to the communication device of the contact center agent;

in response to the identifying of the interaction for the routing to the communication device of the contact center agent, present recording options to the customer to record a conversation with the contact center agent;

monitor the interaction;

detect a first real-time command input by the customer during the interaction, to start recording the interaction;

initiate recording of the interaction in response to the first real-time command;

detect a second real-time command input by the customer during the interaction, to stop recording the interaction;

stop recording of the interaction in response to the second real-time command;

store the recorded interaction in the data storage device; and

transmit the recorded interaction to a customer device for playback.

2. The system of claim 1, wherein the interaction is at least one of a voice interaction or a text-based interaction.

3. The system of claim 1, wherein the first and second real-time commands are respectively first and second dual tone multi-frequency (DTMF) tones.

4. The system of claim 1, wherein the instructions further cause the processor to store the recorded interaction in the data storage device in association with a customer identifier.

5. The system of claim 1, wherein the conversation includes a voice conversation exchanged during the interaction.

6. The system of claim 1, wherein the conversation includes a text conversation exchanged during the interaction.

7. The system of claim 1, wherein the instructions that cause the processor to transmit include instructions that cause the processor to transmit a link to the recorded interaction.

8. The system of claim 7, wherein the instructions further cause the processor to include the link in an email addressed to the customer.

9. A call-recording and retrieval method comprising:

identifying, by a processor, an interaction to or from a customer to be routed to a communication device of a contact center agent;

in response to the identifying of the interaction for the routing to the communication device of the contact center agent, presenting, by the processor, recording options to the customer to record a conversation with the contact center agent;

routing, by a router coupled to the processor, the interaction to the communication device of the contact center agent;

monitoring, by the processor, the interaction;

detecting, by the processor, a first real-time command input by the customer during the interaction, to start recording the interaction;

initiating, by the processor, recording of the interaction in response to the first real-time command;

detecting, by the processor, a second real-time command input by the customer during the interaction, to stop recording the interaction;

stopping, by the processor, recording of the interaction in response to the second real-time command;

storing, by the processor, the recorded interaction in a data storage device; and

transmitting, by the processor, the recorded interaction to a customer device for playback.

10. The method of claim 9, wherein the interaction is at least one of a voice interaction or a text-based interaction.

11. The method of claim 9, wherein the first and second real-time commands are respectively first and second dual tone multi-frequency (DTMF) tones.

12. The method of claim 9 further comprising:

storing, by the processor, the recorded interaction in the data storage device in association with a customer identifier.

13. The method of claim 9, wherein the conversation includes a voice conversation exchanged during the interaction.

14. The method of claim 9, wherein the conversation includes a text conversation exchanged during the interaction.

15. The method of claim 9, wherein the transmitting includes transmitting, by the processor, a link to the recorded interaction.

16. The method of claim 15 further comprising:

including the link, by the processor, in an email addressed to the customer.