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

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Yengoyan, Alan, Brown, Douglas, Danson, Christopher, Gustafson, David, Conway, Kelly
• Granted Patent: US 10,419,611 B2
• Time in Patent Office: Days
• US Class Current: 379/265.90
• 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

Abstract

The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing telephonic communications between customers and a contact center to determine and display the most relevant communications to an organization or business.

Claims

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.

2. The system of claim 1 further comprising:

a report showing the relevance identifier assigned to the computer telephony interpretation event.

5. The system of claim 1 further comprising:

a module for generating a follow-up action recommendation based on the analysis of the computer telephony interpretation event.

6. The system of claim 5 wherein the module for analyzing said computer telephony interpretation event utilizes a predefined set of rules to analyze the computer telephony interpretation event.

7. The system of claim 1 further comprising:

a relevance filter for determining how relevant the computer telephony interpretation event is to the organization.

8. The system of claim 1 further comprising:

an importance filter for determining how important the computer telephony interpretation event is to the organization.

9. The system of claim 1 further comprising:

a plurality of telephonic communications between one or more customers and one or more agents, said telephonic communications relating to the organization;

a module for processing said plurality of telephonic communications into a plurality of computer telephony interpretation events; and

a module for analyzing said plurality of computer telephony interpretation events and assigning relevance identifiers to said plurality of computer telephony interpretation events.

10. The system of claim 9 further comprising

an importance filter for determining how important each computer telephony interpretation event is to the organization.

3. The system of claim 3 further comprising:

a module for providing said report to one or more parts of the organization.

4. The system of claim 3 wherein said report includes explanatory information relating to the relevance identifier assigned to the computer telephony interpretation event.

11. A method for analyzing telephonic communications between one or more customers of an organization and a contact center having one or more agents, the method comprising:

recording a telephonic communication between a customer and an agent, said telephonic communication relating to the organization;

processing said telephonic communication into a computer telephony interpretation event;

analyzing said computer telephony interpretation event; and

assigning a relevance identifier to said computer telephony interpretation event.

12. The method of claim 11 further comprising the step of:

generating a report showing the relevance identifier assigned to the computer telephony interpretation event.

13. The method of claim 12 further comprising the step of:

providing said report to one or more parts of the organization.

14. The method of claim 13 wherein said report includes explanatory information relating to the relevance identifier assigned to the computer telephony interpretation event.

15. The method of claim 11 further comprising the step of:

generating a follow-up action recommendation based on the analysis of the computer telephony interpretation event.

16. The method of claim 15 wherein the step of analyzing said computer telephony interpretation event utilizes a predefined set of rules to analyze the computer telephony interpretation event.

17. The method of claim 11 further comprising the steps of:

providing a relevance filter; and

determining how relevant the computer telephony interpretation event is to the organization with the relevance filter.

18. The method of claim 11 further comprising the steps of:

providing an importance filter; and

determining how important the computer telephony interpretation event is to the organization with the importance filter.

19. The method of claim 11 further comprising the steps of:

providing a plurality of telephonic communications between one or more customers and one or more agents, said telephonic communications relating to the organization;

processing said plurality of telephonic communications into a plurality of computer telephony interpretation events;

analyzing said plurality of computer telephony interpretation events; and

assigning relevance identifiers to said plurality of computer telephony interpretation events.

20. The system of claim 19 further comprising the steps of:

providing an importance filter; and

determining which of the plurality of computer telephony interpretation events are most important to the organization with the importance filter.