Integrated voice and business transaction reporting for telephone call centers

• US 5,715,307 A
• Filed: 04/19/1996
• Issued: 02/03/1998
• Est. Priority Date: 09/26/1994
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Zazzera, Andre C.
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US08/635,117
• Time in Patent Office: 655 Days
• Field of Search: 379/113, 379/114, 379/115, 379/116, 379/119, 379/127, 379/133, 379/134, 379/135, 379/136, 379/265, 379/266, 379/309, 379/202, 379/203, 379/204, 379/205, 379/206
• US Class Current: 379/265.03
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

An integrated voice and data business transaction detail reporting system for a telephone system (12), having a switch (14) for directing incoming telephone calls, a device (14) for generating information pertaining to voice of the incoming calls, a device (26) for generating business transaction data pertaining to the incoming calls, and a device (24) for correlating the voice information and business transaction data.

Claims

1. An integrated voice and data reporting system for a call center, comprising:

a telephonic switch for receiving incoming calls and directing the incoming telephone calls such that data pertaining to the incoming calls is processed;

means for identifying and processing voice-related data pertaining to the incoming calls, said means configured to facilitate processing of the voice-related data by assigning a time to events defining a portion of the voice-related data;

means for identifying and processing business transaction data pertaining to the incoming calls, said means configured to facilitate processing of the business transaction data by assigning a time to events defining a portion of the business transaction data;

means for correlating the voice-related data and business transaction data in real time utilizing the time assigned to each said event; and

displaying the correlated data on a display device.

2. The integrated voice and data reporting system as recited in claim 1 comprising means for generating a report relating to the business transaction data and the voice information.

3. The integrated voice and data reporting system as recited in claim 1 wherein the means for generating a report comprises:

means for generating a report relating to the business transaction data and the voice information, the means for generating a report being capable of generating the report in real time.

4. The integrated voice and data reporting system as recited in claim 3 wherein the means for generating a report comprises:

means for displaying the voice information and the business transaction data.

5. The integrated voice and data reporting system as recited in claim 3 comprising means for assigning times to the business transaction data.

6. The integrated voice and data reporting system as recited in claim 3 comprising means for assigning times to the voice information.

7. The integrated voice and data reporting system as recited in claim 1 wherein the telephonic switch comprises an automatic call distributor.

8. The integrated voice and data reporting system as recited in claim 1 wherein the means for generating voice information comprises an automatic call distributor.

9. The integrated voice and date reporting system as recited in claim 8 further including a display device.

10. The integrated voice and date reporting system as recited in claim 8 further including a printer.

11. The integrated voice and data reporting system as recited in claim 1 wherein the means for generating business transaction data comprises a voice response unit.

12. The integrated voice and data reporting system as recited in claim 1 comprising means for assigning times to the business transaction data.

13. The integrated voice and data reporting system as recited in claim 1 wherein the means for generating business transaction data relating to the telephone calls comprises a host computer.

14. A method for reporting voice-related data and business transaction data relating to telephone calls routed by a telephonic switch, the method comprising the steps of:

detecting and processing the voice-related data and assigning a time to events defining a portion of the voice-related data;

detecting and processing the business transaction data and assigning a time to events defining a portion of the business transaction data;

correlating the voice-related data and the business transaction data in real time utilizing the time assigned to each said event; and

reporting the correlated voice-related data and the business transaction data.

15. The method as recited in claim 14 wherein the step of reporting comprises the step of reporting the voice information and the business transaction data in real time.

16. The method as recited in claim 14 wherein the step of reporting comprises the step of displaying a report of the voice information and the business transaction data on a display.

17. The inched as recited in claim 14 wherein the step of reporting comprises the step of printing a report of the voice information and the business transaction data.

18. The method as recited in claim 14 wherein the step of correlating comprises the step of correlating the voice information and the business transaction data comprises the step of correlating the voice information and business transaction data by a computer-telephone-integration device.

19. The method as recited in claim 14 comprising the step of assigning times to the business transaction data.

20. The method as recited in claim 14 comprising the step of assigning times to the voice information.

21. The method as recited in claim 14 wherein the step of detecting the voice information comprises the step of detecting the voice information by the telephonic switch.

22. The method as recited in claim 14 wherein the step of detecting the business transaction data comprises the step of detecting the business transaction data by a host computer connected to the telephonic switch.

23. The method as recited in claim 14 wherein the step of detecting the business transaction data comprises the step of detecting the business transaction data by a voice response unit connected to the telephonic switch.