EFFICIENT MECHANISM FOR CUSTOMER FEEDBACK FROM A VOICE CALL
First Claim
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1. A method to provide customer feedback in a telephone call between a customer and a contact center, comprising:
- monitoring an audio media stream from the customer in the telephone call;
detecting a dual tone multi frequency (DTMF) feedback code within the monitored media stream; and
assigning a feedback rating from the detected feedback code.
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Abstract
System and method to provide customer feedback in a telephone call between a customer and a contact center, the method comprising: monitoring an audio media stream from the customer in the telephone call, detecting a dual tone multi frequency (DTMF) feedback code within the monitored media stream, and assigning a feedback rating from the detected feedback code.
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Citations
18 Claims
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1. A method to provide customer feedback in a telephone call between a customer and a contact center, comprising:
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monitoring an audio media stream from the customer in the telephone call; detecting a dual tone multi frequency (DTMF) feedback code within the monitored media stream; and assigning a feedback rating from the detected feedback code. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system to provide customer feedback in a telephone call between a customer and a contact center, comprising:
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a monitoring module configured to monitor an audio media stream from the customer in the telephone call; a detection module configured to detect a dual tone multi frequency (DTMF) feedback code within the monitored media stream; and an assignment module to assign a feedback rating from the detected feedback code. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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Specification