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Methods and systems for determining and displaying business relevance of telephonic communications between customers and a contact center

  • US 20090103709A1
  • Filed: 09/29/2008
  • Published: 04/23/2009
  • Est. Priority Date: 09/28/2007
  • Status: Active Grant
First Claim
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1. A system for analyzing telephonic communications between one or more customers of an organization and a contact center having one or more agents, the system comprising:

  • a first server for recording a telephonic communication between a customer and an agent, said telephonic communication relating to an organization;

    a module for processing said telephonic communication into a computer telephony interpretation event; and

    a module for analyzing said computer telephony interpretation event and assigning a relevance identifier to said computer telephony interpretation event.

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