Recording and quality management solutions for walk-in environments

• US 20050030374A1
• Filed: 09/05/2002
• Published: 02/10/2005
• Est. Priority Date: 09/06/2001
• Status: Abandoned Application

• Current Assignee: Nice Systems Limited (Nice Ltd)
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Goldenberg, Yoel, Freedman, Ilan
• Application Number:
  US10/488,686
• Publication Number:
  US 20050030374A1
• Time in Patent Office: Days
• US Class Current: 348/143
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04N 5/765 Interface circuits between an apparatus for recording and another apparatus
• CPC Class Codes: H04N 5/9201 involving the multiplexing of an additional signal and the video signal

Abstract

A system and methods for capturing, storing and retrieving customer face-to-face frontal interactions characterizing walk-in environments, for the purpose of quality management. The system comprises interaction capture and storage unit, which includes at least one of screen capture, storage and retrieval component or, voice capture, storage and retrieval component or, video capture, storage and retrieval component. The system comprising a set of recording and information gethering technics suitable for Walk-in environments that will enable organizations to record retrieve and evaluate the frontal interactions with their customers.

Claims

1. An apparatus for capturing, storing and retrieving face-to-face interactions in walk-in environments for the purpose of further analysis, the apparatus comprising:

a device for capturing and storing at least one face to face interaction captured in the presence of the parties to the interaction and a database for storing data and metadata information associated with the face-to-face interaction captured.

2. The apparatus of claim 1 wherein the device for capturing the at least one face to face interaction includes a voice capture and storage component.

3. The apparatus of claim 1 wherein the device for capturing the at least one face to face interaction includes a screen capture and storage component.

4. The apparatus of claim 1 wherein the device for capturing the at least one face to face interaction includes a video capture and storage component.

5. The apparatus of claim 1 wherein the device for capturing the at least one face to face interaction includes a database for recording data, metadata associated with the said interaction.

6. The apparatus of claims 1-5 wherein the device for capturing the at least one face to face interaction comprises of separated capture and storage components interconnected using local area or wide area or wireless or an IP-based networks.

7. The apparatus of claims 1-6 wherein the interaction is a man-to-machine interaction in which content is passed or exchanged.

8. The apparatus of claims 1-6 wherein the at least one face to face interaction comprises any one of the following:

microphone recorded audio interaction, video interaction, or computation device screen interaction.

9. The apparatus of claim 1 wherein the metadata information is information related to the face-to-face interaction wherein each interaction has associated metadata.

10. The apparatus of claim 1 wherein the metadata associated with the face-to-face interaction is gathered where the interaction is not enabled by a telephony or a messaging platform.

11. The apparatus of claim 1 further comprises a telephony recording or a quality management device.

12. A method for metadata gathering in walk-in environments, the method comprising:

determining the beginning and ending of an interaction associated with a face-to-face interaction;

enabling fast location of specific interactions or to derive recording decisions;

or for

flagging of interactions based on said data.

13. The method of claim 12 further comprises the step of integrating a queue management system wherein the queue management system provides data used to trigger recording of frontal face-to-face interaction or is used as metadata describing the said interaction.

14. The method of claim 12 further comprises the step of integrating a work force management system wherein the data from work force management system is used to trigger recording of frontal face-to-face interaction or is used as metadata describing the said interaction.

15. The method of claim 12 further comprises the step of capturing screen events of an agent action or data entering wherein the agent action or the data entering is used to trigger recording of frontal face-to-face interaction or is used as metadata describing the said interaction.

16. The method of claim 12 further comprises the step of time synchronization and content analysis of at least two of video, voice and screen wherein the analysis results triggers or is used to trigger recording of frontal face-to-face interaction or is used as metadata describing the said interaction.

17. The method of claim 12 further comprises the step of integrating a host computer application wherein the application serves as the trigger for recording of frontal face-to-face interaction or is used as metadata describing the said interaction.

18. The method of claim 12 wherein the metadata associated with the face-to-face interaction is gathered where the interaction is not enabled by a telephony or a messaging platforms.