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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
First Claim
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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.

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