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IDENTIFYING CONTACT CENTER AGENTS BASED UPON BIOMETRIC CHARACTERISTICS OF AN AGENT'S SPEECH

  • US 20080205624A1
  • Filed: 03/01/2007
  • Published: 08/28/2008
  • Est. Priority Date: 02/28/2007
  • Status: Active Grant
First Claim
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1. A contact center comprising:

  • a contact center configured to provide automated interactive communications with callers, providing queue management for callers waiting to communicate with live agents, and providing skills based routing for assigning live agents to callers; and

    a speech identification and verification (SIV) component configured to analyze speech utterances and configured to determine a speaker identify based upon biometric characteristics of the analyzed speech utterances, wherein said speech identification and verification (SIV) component processes speech from contact center sessions to automatically identify at least one contact center agent involved in each of the contact center sessions.

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