SYSTEM AND METHOD FOR PROCESSING CALLS IN A CALL CENTER
First Claim
1. A system for processing calls in a call center, comprising:
- a call session assigned from a caller via a session manager and comprising incoming text messages of a verbal speech stream;
an agent console coupled to the session manager and configured to visually present the incoming text messages progressively throughout the call session to a live agent;
a customer support scenario interactively monitored and controlled by the live agent via the agent console to progressively process the incoming text messages;
automated script execution to process the incoming text messages through in concert with the live agent;
a text-to-speech converter configured to convert outgoing text messages into a synthesized speech stream; and
an output module configured to send the synthesized speech stream via the agent console to the caller.
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Accused Products
Abstract
A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.
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Citations
24 Claims
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1. A system for processing calls in a call center, comprising:
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a call session assigned from a caller via a session manager and comprising incoming text messages of a verbal speech stream; an agent console coupled to the session manager and configured to visually present the incoming text messages progressively throughout the call session to a live agent; a customer support scenario interactively monitored and controlled by the live agent via the agent console to progressively process the incoming text messages; automated script execution to process the incoming text messages through in concert with the live agent; a text-to-speech converter configured to convert outgoing text messages into a synthesized speech stream; and an output module configured to send the synthesized speech stream via the agent console to the caller. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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12. A method for processing calls in a call center, comprising:
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assigning a call session from a caller via a session manager and comprising incoming text messages of a verbal speech stream; visually presenting the incoming text messages progressively throughout the call session to a live agent on an agent console operatively coupled to the session manager; progressively processing the incoming text messages through a customer support scenario interactively monitored and controlled by the live agent via the agent console; processing the incoming text messages through automated script execution in concert with the live agent; converting outgoing text messages into a synthesized speech stream; and sending the synthesized speech stream via the agent console to the caller. - View Dependent Claims (23)
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24. An apparatus for processing calls in a call center, comprising:
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means for assigning a call session from a caller via a session manager and comprising incoming text messages of a verbal speech stream; means for visually presenting the incoming text messages progressively throughout the call session to a live agent on an agent console operatively coupled to the session manager; means for progressively processing the incoming text messages through a customer support scenario interactively monitored and controlled by the live agent via the agent console; means for processing the incoming text messages through automated script execution in concert with the live agent; means for converting outgoing text messages into a synthesized speech stream; and means for sending the synthesized speech stream via the agent console to the caller.
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Specification