System and method for recording and distributing customer interactions

• US 8,798,254 B2
• Filed: 07/25/2012
• Issued: 08/05/2014
• 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:
  US13/557,229
• Publication Number:
  US 20120288069A1
• Time in Patent Office: 741 Days
• Field of Search: 379/85, 379/88.01, 379/265.02, 379/265.05, 379/68, 379/88.08, 379/201.01, 379/265.03, 379/265.06, 379/265.09, 379/266.1, 705/26.34
• 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 integrated voice response (IVR) system of a call center, a request from a customer to be provided with recording of one or more interactions, wherein the request is received prior to establishment of the one or more interactions and indicates a method of providing recordings to the customer;

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 the recording of the interaction according to the method of providing recordings indicated in the request.

2. The method of claim 1, wherein providing the customer with the recording of the interaction comprises uploading the recording to a web site.

3. The method of claim 1, wherein providing the customer with the recording of the interaction comprises sending the recording to the customer using electronic mail.

4. The method of claim 1, wherein providing the customer with the recording of the interaction comprises using the IVR to replay the recording to the customer.

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

an incoming call and an outgoing call.

6. 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.

7. 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.

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

9. 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.

10. A method comprising:

receiving by an integrated voice response (IVR) system of a call center, a request from a customer to be provided with recording of one or more interactions, wherein the request is received prior to establishment of the one or more 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 the recording of the interaction.

11. The method of claim 10, wherein providing the customer with the recording of the interaction comprises uploading the recording to a web site.

12. The method of claim 10, wherein providing the customer with the recording of the interaction comprises sending the recording to the customer using electronic mail.

13. The method of claim 10, wherein providing the customer with the recording of the interaction comprises using the IVR to replay the recording to the customer.

14. The method of claim 10, 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.

15. A system for recording and distributing customer interactions comprising:

an integrated voice response (IVR) system to receive a request from a customer to be provided with recording of one or more interactions, wherein the request is received prior to establishment of the one or more interactions and indicates a method of providing recordings to the customer;

a database that stores the request at the call center;

a recording server;

a management unit to receive an indication of an interaction involving the customer and the call center, to locate the request in the database, to instruct the recording server to record the interaction and to provide the customer with the recording of the interaction according to the method of providing recordings indicated in the request.

16. The system of claim 15, wherein said interaction is one of:

an incoming call and an outgoing call.

17. The system of claim 15, wherein a method of providing the recording is selected from the group consisting of:

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

18. The system of claim 15, wherein the management unit to is to locate the request in the database 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.

19. The system of claim 15, wherein the recording server, the database and the management unit are located inside the call center.