SYSTEMS AND METHODS FOR ANALYZING CONTACT CENTER INTERACTIONS

• US 20110103572A1
• Filed: 01/13/2011
• Published: 05/05/2011
• Est. Priority Date: 09/29/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Blair, Christopher D.
• Granted Patent: US 8,467,518 B2
• Time in Patent Office: Days
• US Class Current: 379/265.06
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Systems and methods for analyzing contact center interactions are provided. In this regard, a representative method includes: receiving information corresponding to an interaction between a contact center agent and a customer; and assessing quality of the interaction based, at least in part, on information corresponding to at least one of: a history of the customer; and an event corresponding to the customer and occurring subsequent to the interaction.

Claims

1. A method for analyzing contact center interactions comprising:

determining review-candidate criteria used for designating which interaction among multiple interactions is to be reviewed;

determining review-execution criteria used for determining when an interaction, which is designated for review, can be reviewed; and

responsive to identifying an interaction of interest satisfying both the review-candidate criteria and the review-execution criteria, providing access to information corresponding to the interaction of interest and information corresponding to a related interaction such that the interaction of interest can be reviewed in context.

2. The method of claim 1, wherein the review-candidate criteria includes a predetermined number of interactions for completing a transaction such that, responsive to determining that a customer has had at least the predetermined number of interactions for completing a transaction, at least one of those interactions is designated for review.

3. The method of claim 1, wherein the review-candidate criteria includes a customer identification such that, responsive to determining that a particular customer is a party to an interaction, that interaction is designated for review.

4. The method of claim 1, wherein the review-execution criteria includes a specified event such that, responsive to determining that the specified event has occurred, the interaction designated for review can be reviewed.

5. The method of claim 1, further comprising:

delaying review for a predetermined time period responsive to determining that a customer associated with the interaction of interest has attempted another interaction subsequent to the interaction of interest.

6. The method of claim 1, wherein the review-execution criteria includes a waiting period such that, responsive to determining that the waiting period has expired, the interaction designated for review can be reviewed.

7. The method of claim 1, further comprising:

recording the interactions.

8. The method of claim 7, wherein, in recording the interactions, audio and screen information is recorded.

9. The method of claim 1, further comprising performing automated evaluation of the interaction of interest.

10. The method of claim 9, wherein performing automated evaluation comprises performing script adherence analysis.

11. The method of claim 9, wherein performing automated evaluation comprises evaluating the interaction of interest for fraud.

12. The method of claim 1, wherein at least some of the interactions are facilitated using Internet Protocol packets.

13. The method of claim 12, monitoring the Internet Protocol packets to identify interactions satisfying the review-candidate criteria and the review-execution criteria.

14. A method for analyzing contact center interactions comprising:

receiving information corresponding to an interaction between a contact center agent and a customer; and

assessing quality of the interaction based, at least in part, on information corresponding to at least one of;

a history of the customer; and

an event corresponding to the customer and occurring subsequent to the interaction.

15. The method of claim 14, wherein the information corresponding to a history of the customer includes information corresponding to a previous interaction of that customer.

16. The method of claim 14, wherein the event is completion of a transaction associated with the interaction.

17. The method of claim 14, further comprising:

delaying assessing for a predetermined time period responsive to determining that a customer associated with the interaction has attempted another interaction subsequent to the interaction that is to be assessed for quality.

18. A system for analyzing contact center interactions comprising:

an interaction analyzer operative to;

receive information corresponding to review-candidate criteria used for designating which interaction among multiple interactions is to be reviewed;

receive information corresponding to review-execution criteria used for determining when an interaction, which is designated for review, can be reviewed;

identify an interaction of interest satisfying both the review-candidate criteria and the review-execution criteria; and

provide access to information corresponding to the interaction of interest and information corresponding to a related interaction such that the interaction of interest can be reviewed in context.

19. The system of claim 18, wherein the information corresponding to a related interaction includes at least one of:

a history of the customer; and

an event, corresponding to the customer, occurring subsequent to the interaction.

20. The system of claim 18, wherein the review-candidate criteria includes a predetermined number of interactions for completing a transaction such that, responsive to determining that a customer has had at least the predetermined number of interactions for completing a transaction, at least one of those interactions is designated for review.

21. The system of claim 18, wherein the review-execution criteria includes a waiting period such that, responsive to determining that the waiting period has expired, the interaction designated for review can be reviewed

22. The system of claim 18, wherein the interaction analyzer is further operative to monitor Internet Protocol packets associated with the multiple interactions to identify those interactions satisfying the review-candidate criteria and the review-execution criteria.

23. The system of claim 18, further comprising a computer, and wherein the interaction analyzer is embodied as software executing on the computer.

24. The system of claim 18, further comprising a recorder operative to record the interaction of interest.

25. The system of claim 18, further comprising means for recording the interaction of interest.