Method and system for linking customer conversation channels

• US 20080240374A1
• Filed: 03/30/2007
• Published: 10/02/2008
• Est. Priority Date: 03/30/2007
• Status: Abandoned Application

• Current Assignee: Eloyalty Corporation (Nice Ltd)
• Original Assignee: Eloyalty Corporation (Nice Ltd)
• Inventors: Brown, Douglas, Danson, Christopher, Gustafson, David, Conway, Kelly, Warford, Roger
• Application Number:
  US11/731,479
• Publication Number:
  US 20080240374A1
• Time in Patent Office: Days
• US Class Current: 379/67.1
• CPC Class Codes: H04M 11/10 with dictation recording and playback systems
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

A method for managing communications between a customer and a contact center is provided. The communication may include voice data, interactive response data and web interaction data. Upon the receipt of an interaction identifier, related conversation data is located. Following the location of the related conversation data, the conversation data is organized sequentially. The organized conversation data may then be analyzed and distress data, behavioral assessment data and event data may be determined, either for each individual interaction segment or the entire combined experience. Following the analysis, the organized conversation data may then transfer the organized conversation data to a portal for display to a user. Further, the associated statistics can be viewed in reporting within the portal or systematically extracted from the system for further analysis.

Claims

1. A computer readable medium adapted to control a computer and comprising a plurality of code segments for managing communications between a customer and a contact center, the computer readable medium comprising:

a code segment for receiving an interaction identifier;

a code segment for locating conversation data corresponding to the interaction identifier, the conversation data comprising at least two of voice data, interactive response data and web interaction data;

a code segment for receiving the conversation data; and

,

a code segment for organizing the conversation data, the code segment for organizing utilizing call timing data to arrange the conversation data in a sequential order.

2. The computer readable medium of claim 1, wherein the voice data comprises at least one of a call type data, distress data, call timing data, customer response data and customer profile data, the voice data being associated with an interaction identifier.

3. The computer readable medium of claim 1, wherein the interactive response data comprises at least one of a call type data, distress data, call timing data, customer response data and customer profile data, customer log data, the interactive response data being associated with an interaction identifier.

4. The computer readable medium of claim 1, wherein the web interaction data comprises at least one of an inquiry type data, distress data, web timing data, customer response data, customer profile data and customer log data, the customer web interaction data being associated with an interaction identifier.

5. The computer readable medium of claim 1, further comprising a code segment for analyzing the conversation data to assess behavioral characteristics of a caller during an interaction, the code segment for analyzing the conversation data comprising:

a code segment for mining conversation data and applying a psychological behavioral model to the conversation data; and

,

a code segment for generating behavioral assessment data.

6. The computer readable medium of claim 1, further comprising a code segment for analyzing the conversation data to assess behavioral characteristics of a caller during an interaction, the code segment for analyzing the conversation data comprising:

a code segment for mining conversation data and applying a distress model to the conversation data; and

,

a code segment for generating distress data.

7. The computer readable medium of claim 1, further comprising a code segment for analyzing the conversation data to assess event characteristics of a communication between the customer and the contact center, the code segment for analyzing the conversation data comprising:

a code segment for mining event data from the conversation data; and

,

a code segment for generating event data.

8. The computer readable medium of claim 1, further comprising a code segment for transmitting the analyzed organized conversation data to a portal server.

9. The computer readable medium of claim 1, further comprising a code segment for generating a text file comprising a textual translation of the conversation data of at least one of a customer to agent communication and a customer to IVR communication, wherein the code segment generates the text file before transmitting the analyzed conversation data to a portal server.

10. A computer readable medium adapted to control a computer and comprising a plurality of code segments for managing a communication between a customer and a contact center wherein the communication includes conversation data, the conversation data corresponding to a stored interaction identifier and comprising at least one of voice data stored in a voice database, interactive response data stored in an interactive response database and web interaction data stored in a web interaction database, the computer readable medium comprising:

a code segment for locating conversation data corresponding a stored interaction identifier;

a code segment for organizing the conversation data in a sequential order, the code segment for organizing comprising;

an event rule code segment for searching each of the voice database, the interactive response database and the web database to locate substantially all conversation data associated with the received interaction identifier;

a pattern rule code segment for organizing the conversation data located by the event rule code segment, the pattern rule code segment being adapted to determine whether the conversation data located by the event rule code segment within at least one of the voice database, the interactive response database and the web interaction database shares a common stored identifier such that the located conversation data may be organized sequentially within each of the respective voice database, interactive response database and web interaction database;

a first linkage rule code segment for searching each of the voice database, the interactive response database and the web database to locate substantially all organized conversation data associated with the stored interaction identifier; and

,

a second linkage rule code segment for organizing the organized conversation data located by the first linkage rule code segment.

11. The computer readable medium of claim 10, wherein the voice data comprises at least one of a call type data, distress data, call timing data, customer response data and customer profile data, the voice data being associated with an interaction identifier.

12. The computer readable medium of claim 10, wherein the interactive response data comprises at least one of a call type data, distress data, call timing data, customer response data and customer profile data, customer log data, the interactive response data being associated with an interaction identifier.

13. The computer readable medium of claim 10, wherein the web interaction data comprises at least one of an inquiry type data, distress data, web timing data, customer response data, customer profile data and customer log data, the customer web interaction data being associated with an interaction identifier.

14. The computer readable medium of claim 10, further comprising a code segment for analyzing the conversation data to assess behavioral characteristics of a caller during an interaction, the code segment for analyzing the conversation data comprising:

a code segment for mining conversation data and applying a psychological behavioral model to the conversation data; and

,

a code segment for generating behavioral assessment data.

15. The computer readable medium of claim 10, further comprising a code segment for analyzing the conversation data to assess behavioral characteristics of a caller during an interaction, the code segment for analyzing the conversation data comprising:

a code segment for mining conversation data and applying a distress model to the conversation data; and

,

a code segment for generating distress data.

16. The computer readable medium of claim 10, further comprising a code segment for analyzing the conversation data to assess event characteristics of a communication between the customer and the contact center, the code segment for analyzing the conversation data comprising:

a code segment for mining event data from the conversation data; and

,

a code segment for generating event data.

17. The computer readable medium of claim 10, further comprising a code segment for transmitting the analyzed organized conversation data to a portal server.

18. The computer readable medium of claim 10, further comprising a code segment for generating a text file comprising a textual translation of the conversation data before transmitting the analyzed conversation data to a portal server.

19. A computer readable medium adapted to control a computer and comprising a plurality of code segments for managing communications between a customer and a contact center, wherein the communication includes conversation data, the conversation data corresponding to a stored interaction identifier and comprising at least one of voice data stored in a voice database, interactive response data stored in an interactive response database and web interaction data stored in a web interaction database, the computer readable medium comprising:

a code segment for receiving an interaction identifier;

a code segment for locating conversation data corresponding to the interaction identifier, the conversation data comprising at least two of voice data, interactive response data and web interaction data;

a code segment for receiving the conversation data;

a code segment for organizing the conversation data, the code segment for organizing the conversation data comprising;

a code segment for locating conversation data corresponding a stored interaction identifier;

a code segment for organizing the conversation data in a sequential order, the code segment for organizing comprising;

an event rule code segment for searching each of the voice database, the interactive response database and the web database to locate substantially all conversation data associated with the received interaction identifier;

a pattern rule code segment for organizing the conversation data located by the event rule code segment, the pattern rule code segment being adapted to determine whether the conversation data located by the event rule code segment within at least one of the voice database, the interactive response database and the web interaction database shares a common stored identifier such that the located conversation data may be organized sequentially within each of the respective voice database, interactive response database and web interaction database;

a first linkage rule code segment for searching each of the voice database, the interactive response database and the web database to locate substantially all organized conversation data associated with the stored interaction identifier; and

,

a second linkage rule code segment for organizing the organized conversation data located by the first linkage rule code segment.

20. The computer readable medium of claim 19, further comprising a code segment for generating a channel effectiveness score associated with each of the voice data, interactive response data, web data corresponding to at least a portion of a communication.

21. The computer readable medium of claim 19, further comprising a code segment for generating an communication experience effectiveness score associated with at least a portion of a communication.

22. The computer readable medium of claim 19, further comprising a code segment for generating a graphical user interface, the graphical user interface being a graphical representation of one of either an entire communication and a portion of a communication.

23. The computer readable medium of claim 21, further comprising a code segment for receiving an input signal to toggle between a plurality of graphical representations of portions of a communication.