Methods and systems for determining segments of a telephonic communication between a customer and a contact center to classify each segment of the communication, assess negotiations, and automate setup time calculation
DCFirst Claim
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1. A system for analyzing a telephonic communication between one or more customers and a contact center having one or more agents, the system comprising:
- a first server for recording a telephonic communication between a customer and an agent;
a module for processing said telephonic communication into a plurality of computer telephony interpretation events; and
a module for analyzing said plurality of computer telephony interpretation events and classifying said plurality of computer telephony interpretation events into a first type and a second, different type.
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Abstract
The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine communication objects, forming segments of like communication objects, determining strength of negotiations between the contact center and the customer from the segments, and automate setup time calculation.
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Citations
20 Claims
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1. A system for analyzing a telephonic communication between one or more customers and a contact center having one or more agents, the system comprising:
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a first server for recording a telephonic communication between a customer and an agent; a module for processing said telephonic communication into a plurality of computer telephony interpretation events; and a module for analyzing said plurality of computer telephony interpretation events and classifying said plurality of computer telephony interpretation events into a first type and a second, different type. - View Dependent Claims (2, 6, 7)
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3. The system of 1 further comprising:
a module for classifying at least one of the plurality of computer telephony interpretation events as negotiations. - View Dependent Claims (4, 5)
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8. A method for analyzing a telephonic communication between one or more customers and a contact center having one or more agents, the method comprising the steps of:
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recording, with a processor, onto a non-transitory computer readable medium a telephonic communication between a customer and an agent; processing said telephonic communication into a plurality of computer telephony interpretation event; analyzing said plurality of computer telephony interpretation event; and classifying said plurality of computer telephony interpretation event into types a first type and a second, different type. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A method for analyzing a telephonic communication between one or more customers and a contact center having one or more agents, the method comprising the steps of:
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recording, with a processor, onto a non-transitory computer readable medium a telephonic communication between a customer and an agent; processing said telephonic communication into a plurality of computer telephony interpretation events; analyzing said plurality of computer telephony interpretation event; classifying said plurality of computer telephony interpretation event into a first type and a second, different type; processing said telephonic communication into constituent voice data; analyzing said constituent voice data to form communication objects; classifying the communications objects into types; and forming segments of communications objects based on said classifying. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification