System and method for recording and distributing customer interactions

• US 8,249,244 B2
• Filed: 03/09/2009
• Issued: 08/21/2012
• Est. Priority Date: 03/09/2009
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Naparstek, Jacob, Portman, Leon
• Primary Examiner(s): Gauthier, Gerald
• Application Number:
  US12/400,483
• Publication Number:
  US 20100226482A1
• Time in Patent Office: 1,261 Days
• Field of Search: 379/68, 379/69, 379/85, 379/88.22, 379/88.24, 379/88.25, 379/265.02, 379/265.09, 379/309, 379/265.03, 379/265.05, 379/265.06, 379/265.07, 379/265.11, 380/283, 455/518, 709/206, 705/39
• US Class Current: 379/265.05
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656

Abstract

A system and method for recording and distributing calls are provided. A call may be associated with an information record. Parameters in the information record may be used to determine if the call is to be recorded. Parameters in the information record may be used to determine a method of providing a recording of the call. Other embodiments are described and claimed.

Claims

1. A method comprising:

receiving by an agent in a call center, a request from a customer to be provided with recording of interactions, said request indicating a method of providing the recording to the customer and received prior to establishment of the interactions;

storing the request at the call center;

detecting an interaction involving the customer and the call center;

locating the request at the call center;

recording the interaction at the call center; and

providing the customer with a recording of the interaction according to the method indicated in the request.

2. The method of claim 1, wherein the interaction is one of:

an incoming call and an outgoing call.

3. The method of claim 1, wherein the method of providing the recording of the interaction is one of:

sending the recording by an electronic mail, uploading the recording to a server and replaying the recording over a telephone upon request.

4. The method of claim 1, wherein locating a stored request is based on one of:

a parameter received from the customer, a phone number, an automatic number identification (ANI) parameters, a dialed number identification service (DNIS) parameter and an automatic location identification (ALI) parameter.

5. The method of claim 1, wherein recording the interaction is performed by a recording server located inside the call center.

6. The method of claim 1, wherein requesting to be provided with a recording of the interaction comprises providing a predefined code to an application in the call center.