Method and apparatus for quality assurance in a multimedia communications environment

• US 20030169856A1
• Filed: 05/12/2003
• Published: 09/11/2003
• Est. Priority Date: 05/09/2000
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Freedman, Ilan, Elazar, Avishai
• Granted Patent: US 7,305,082 B2
• Time in Patent Office: Days
• US Class Current: 379/67.1
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: Y10S 707/99932 Access augmentation or optimizing

Abstract

The present invention relates to a method and system for monitoring and evaluating multimedia telephonic and computer-communication interactions. The multimedia quality monitoring system may include an event manager, which may receive a notification associated with a communication between an agent and a customer and recording servers, which record data associated with the communication.

Claims

1. A multimedia quality monitoring system comprising:

an event manager adapted to receive a notification associated with a communication between a first person and a second person, said communication taking place via a network coupled to at least one contact server;

an audio recording server coupled to said event manager, said audio recording server adapted to record from a telephony contact server audio data associated with said communication; and

at least one computer-data recording server coupled to said event manager, said computer-data recording server adapted to record from a computer-communication contact server digital data associated with said communication.

2. The monitoring system of claim 1, wherein said computer-communication contact server is selected from the group including a voice over Internet protocol automatic call distribution server, a chat automatic call distribution server, a web collaboration automatic call distribution server and an e-mail management system server.

3. The monitoring system of claim 1 further comprising a screen recording server adapted to record at least a portion of an interaction of said first person with a computer at least during said communication.

4. The monitoring system of claim 1, wherein said notification is received from a computer telephony integration server.

5. The monitoring system of claim 1 further comprises a scheduler coupled to said event manager, and wherein said notification is received from said scheduler.

6. The monitoring system of claim 1 further comprises a sniffing unit coupled to said event manager and to said at least one recording server, and wherein said notification is received from said sniffing unit.

7. The monitoring system of claim 1, wherein said notification is received from an application program interface.

8. The monitoring system of claim 1 further comprises an evaluator adapted to provide a report relating to any of said data.

9. The monitoring system of claim 1, wherein said monitoring system is coupled to a customer relationship management system and is adapted to provide said customer relationship management system with an ability to retrieve playback of said digital data associated with said communication in real-time.

10. A method comprising:

receiving a notification associated with a communication between a first person and a second person, said communication taking place via a network coupled to at least one contact server;

recording from a telephony contact server audio data associated with said communication; and

recording from a computer-communication contact server digital data associated with said communication.

11. The method of claim 10 wherein said computer-communication server is selected from the group including a voice over Internet protocol automatic call distribution server, a chat automatic call distribution server, a web collaboration automatic call distribution server and an e-mail management system server.

12. The method of claim 10 further comprising recording at least a portion of an interaction of said first person with a computer during said communication while recording generally synchronously data associated with said communication.