Systems and Methods for Storing Interaction Data

• US 20080301282A1
• Filed: 07/12/2007
• Published: 12/04/2008
• Est. Priority Date: 05/30/2007
• Status: Abandoned Application

• Current Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Original Assignee: Vernit Americas Incorporated
• Inventors: Coleman, Mark Edmund
• Application Number:
  US11/776,659
• Publication Number:
  US 20080301282A1
• Time in Patent Office: Days
• US Class Current: 709/224
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04L 41/18 Delegation of network management function, e.g. customer network management [CNM]
• CPC Class Codes: H04L 65/765 intermediate

Abstract

A method for storing customer center communications data includes receiving communications data at a host, wherein the communications data corresponds to a communication involving a customer center agent at a customer center located remotely from the host, storing the communications data at the host, and providing the communications data to a device located at the customer center.

Claims

1. A method for providing interaction data services, comprising:

receiving communications data at a host, wherein the communications data corresponds to a communication involving a customer center agent at a customer center located remotely from the host;

storing the data at the host; and

providing the data to a device located at the customer center.

2. The method of claim 1, wherein the communications data includes at least one of the following:

audio data and visual data.

3. The method of claim 2, wherein the communications data includes audio data and visual data.

4. The method of claim 3, further comprising correlating the audio data with the visual data.

5. The method of claim 3, wherein the audio data is stored at the customer center and the visual data is stored at the host.

6. The method of claim 3, wherein the audio data is stored at the host and the visual data is stored at the customer center.

7. The method of claim 1, wherein the host is configured to provide interaction data services for a plurality of customer centers.

8. A system located at a host, comprising:

memory;

software stored in the memory; and

a processor;

wherein the software is configured to instruct the processor to cause communications data to be stored at the host, wherein the communications data corresponds to a communication involving a customer center agent at a customer center located remotely from the host; and

wherein the software is configured to instruct the processor to cause the communications data to be delivered to a device located at the customer center.

9. The system of claim 8, further comprising means for storing, at the host, communications data corresponding to the customer center agent.

10. The system of claim 8, wherein the communications data includes at least one of the following:

audio data and visual data.

11. The system of claim 10, wherein at least one of the following:

the audio data is stored at the customer center and the visual data is stored at the host.

12. The system of claim 10, wherein the audio data is stored at the host and the visual data is stored at the customer center.

13. The system of claim 8, wherein the system is configured to provide the communications data to a device located at the customer center.

14. The system of claim 8, wherein the host is configured to communicate with a plurality of customer centers.

15. A computer readable storage medium for storing customer center communications data, comprising:

logic configured to receive communications data at a host, wherein the communications data corresponds to a communication involving a customer center agent at a customer center located remotely from the host, wherein the communications data includes audio data and visual data;

logic configured to record the audio data at the host;

logic configured to provide the audio data to a device located at the customer center;

logic configured to record, at the host, the visual data; and

logic configured to correlate the visual data with the audio data.

16. The computer readable storage medium of claim 15, wherein the visual data includes at least one of the following:

computer a screen capture and an electronic message.

17. The computer readable storage medium of claim 15, wherein the host is configured to communicate with a plurality of customer centers.

18. The computer readable storage medium of claim 15, wherein the logic to record audio data is configured with failover recording functionality.

19. The computer readable storage medium of claim 15, wherein the logic to record visual data is configured with failover recording functionality.

20. The computer readable storage medium of claim 15, wherein the host is configured to communicate with a plurality of customer centers.