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System and method for processing calls in a call center

  • US 8,467,519 B2
  • Filed: 06/23/2008
  • Issued: 06/18/2013
  • Est. Priority Date: 03/15/2002
  • Status: Active Grant
First Claim
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1. A system for processing calls in a call center, comprising:

  • a call session assigned from a caller via a session manager and comprising incoming text messages of a verbal speech stream;

    an agent console coupled to the session manager and configured to visually present the incoming text messages progressively throughout the call session to a live agent;

    a customer support scenario interactively monitored and controlled by the live agent via the agent console to progressively process the incoming text messages;

    automated script execution to process the incoming text messages in concert with the live agent;

    a text-to-speech converter configured to convert outgoing text messages into a synthesized speech stream; and

    an output module configured to send the synthesized speech stream via the agent console to the caller.

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