VOICE AND SCREEN CAPTURE ARCHIVE AND REVIEW PROCESS USING PHONES FOR QUALITY ASSURANCE PURPOSES

• US 20130142332A1
• Filed: 12/06/2012
• Published: 06/06/2013
• Est. Priority Date: 12/06/2011
• Status: Abandoned Application

• Current Assignee: Teletech Holdings Incorporated
• Original Assignee: Andres Ramos
• Inventors: Sharpe, Bruce, Ramos, Andrs, Nardelli, Damian, Barsotti, Pablo
• Application Number:
  US13/707,519
• Publication Number:
  US 20130142332A1
• Time in Patent Office: Days
• US Class Current: 380/236
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: H04N 7/167 Systems rendering the television signal unintelligible and subsequently intelligible

Abstract

A voice and screen capture archive and review process that enables a user to manage and evaluate customer service representative interactions with customers. An audio recording and a video recording of the computer screen of the customer service representative are captured and encrypted and merged together into a formatted file. The formatted file is stored on a storage server for access by the user. Through a web based API, the user can access the stored files and playback the interaction between the customer service representative and the customer for evaluation and training purposes.

Claims

1. A method for managing customer service representatives, the method comprising:

(a) recording an audio component and a video component of an interaction of the customer service representative with a customer;

(b) encrypting the recordings of the audio component and a video component;

(c) sending the encrypted recorded audio component and video component to a transfer server;

(d) merging by the transfer server the audio component and video component into a formatted file;

(e) posting by the transfer server the formatted file to a storage server;

(f) providing a web site to allow access by a user to the recordings; and

(g) playing back the recordings through a playback streamer server so the user can evaluate the interaction of the customer service representative with the customer.