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Contact center replay

  • US 9,531,876 B2
  • Filed: 05/06/2014
  • Issued: 12/27/2016
  • Est. Priority Date: 05/06/2014
  • Status: Active Grant
First Claim
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1. A method, comprising:

  • accessing a communication on an electronic communication medium, between an agent of a contact center, a supervisor of the contact center, and a customer external to the contact center;

    wherein the communication further comprises a first portion provided by the customer for reception by the agent and the supervisor;

    wherein the communication further comprises a second portion provided by the agent for reception by the supervisor and the customer;

    wherein the communication further comprises a third portion provided by the supervisor for reception by the agent;

    recording the communication, including the first, second, and third portions thereof, and wherein the first portion, second portion, and third portion comprise voice communication;

    transcribing at least the third portion; and

    wherein the step of recording, comprises saving the transcription.

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