Contact center recording service

• US 9,001,975 B2
• Filed: 12/11/2012
• Issued: 04/07/2015
• Est. Priority Date: 12/11/2012
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Tolksdorf, Juergen
• Primary Examiner(s): Teshale, Akelaw
• Application Number:
  US13/711,480
• Publication Number:
  US 20140161237A1
• Time in Patent Office: 847 Days
• Field of Search: 379/9.08, 379/41, 379/51, 379/68, 379/71, 379/88.26, 379/73, 379/80, 379/116, 379/373.04
• US Class Current: 379/68
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components

Abstract

A system and method for producing audio messages for use in a contact center. A customer may specify message content, and provide a voice specification, which may identify a preferred voice artist and other aspects of the audio message including the language, accent and tone of the message. The service may produce the recording and provide it to the customer.

Claims

1. A system, comprising:

a processor; and

a memory, wherein the memory includes instructions that, when executed by the processor, cause the processor to;

receive, over a wide area network, a file containing message content, and a voice specification indicative of how the message content is to be recorded into an audio file;

check the message content for malicious data;

in response to determining that the message content does not contain malicious data, transmit a command for generating an audio recording of the message content based on the received voice specification; and

deliver the audio recording over the wide area network, wherein the audio recording is accessible to an interactive voice response system for interacting with customers contacting a customer contact center.

2. The system of claim 1, wherein the voice specification comprises a voice artist identifier.

3. The system of claim 1, wherein the voice specification comprises a character identifier.

4. The system of claim 1, wherein the voice specification comprises a language identifier.

5. The system of claim 1, wherein the voice specification comprises an accent identifier.

6. The system of claim 1, wherein the voice specification comprises a context specification.

7. The system of claim 1 wherein the instructions further cause the processor to:

receive over the wide area network, a supplemental component specification.

8. The system of claim 7, wherein the supplemental component specification comprises a video specification.

9. The system of claim 7, wherein the supplemental component specification comprises a music specification.

10. The system of claim 1, wherein the message content is in a digital audio file.

11. The system of claim 10, wherein the instructions that cause the processor to check the message content for malicious data includes instructions that invoke a filter for performing the check.

12. The system of claim 11, wherein the file containing the message content is an audio file, wherein the filter includes:

an audio player configured to play the message content;

an audio channel configured to receive the played message content and generate an output in response; and

an audio recorder configured to generate a new recording from the output of the audio channel.

13. The system of claim 12, wherein the audio channel comprises a loudspeaker and a microphone.

14. The system of claim 1, further comprising:

a remote operational database;

a remote invoice generator; and

a remote payment reconciliation and reporting system.

15. A method, comprising:

receiving, by a processor, a file containing message content, and a voice specification indicative of how the message content is to be recorded into an audio file;

checking, by the processor, the message content for malicious data;

in response to determining that the message content does not contain malicious data, transmitting, by the processor, a command for generating an audio recording of the message content based on the received voice specification; and

delivering, by the processor, the audio recording over the wide area network, wherein the audio recording is accessible to an interactive voice response system for interacting with customers contacting a customer contact center.

16. The method of claim 15, wherein the checking the message for malicious data includes invoking a filter for performing the check.

17. The method of claim 16, wherein the file containing the message content is an audio file, wherein the filter is further configured to:

play the message content;

generate an output in response to playing the message content; and

record the generated output.

18. The method of claim 15, wherein the voice specification comprises a language identifier.

19. The method of claim 15, wherein the voice specification comprises an accent identifier.

20. The method of claim 15, further comprises:

recommending, by an expert system, an aspect of the voice specification.

21. The method of claim 20, wherein the recommending, by the expert system, the aspect of the voice specification comprises recommending, by the expert system, a tone for the audio message.

22. The method of claim 15, comprising invoicing the customer contact center for the audio recording.

23. The method of claim 15, comprising reconciling a payment received with an amount owed by the customer contact center.

24. The method of claim 23, comprising generating a financial report.

25. A method, comprising:

receiving, by a processor, a file containing message content;

invoking, by the processor, an expert system for recommending at least a portion of a voice specification indicative of how the message content is to be recorded into an audio file;

transmitting, by the processor, a command for generating an audio recording of the message content based on at least the recommended portion of the voice specification; and

delivering, by the processor, the audio recording over the wide area network, wherein the audio recording is accessible to an interactive voice response system for interacting with customers contacting a customer contact center.

26. The method of claim 25, wherein the recommending includes recommending a tone for the audio recording.

27. The method of claim 26, wherein different tones are recommended depending on a type of customer interacting with the customer contact center.

28. The method of claim 26, wherein the recommending includes recommending a voice artist for the audio recording.