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Method, apparatus, and system for capturing data exchanged between a server and a user

DC
  • US 7,376,735 B2
  • Filed: 09/22/2006
  • Issued: 05/20/2008
  • Est. Priority Date: 01/31/2002
  • Status: Expired due to Term
First Claim
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1. A method for recording data exchanged between at least one contact center agent and at least one customer in a contact center environment, the method comprising the steps of:

  • receiving data exchanged between a contact center agent and a customer via a proxy server that operates independently from the contact center agent and the customer;

    filtering data from among the received data that satisfies a predefined rule, wherein the filtering is based upon the content of the data;

    forwarding the received data from the contact center agent or the customer to the customer or the contact center agent, respectively;

    recording at least a portion of the received data; and

    analyzing a customer experience associated with the recorded data;

    wherein the steps of filtering and recording occur substantially in real-time and operate to record only the selected received data that satisfies the predefined rule while discarding other received data, thereby reducing storage requirements.

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