CUSTOMER-CONTROLLED RECORDING

• US 20130114801A1
• Filed: 10/05/2012
• Published: 05/09/2013
• Est. Priority Date: 06/08/2009
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Perlmutter, S. Michael
• Granted Patent: US 10,171,674 B2
• Time in Patent Office: Days
• US Class Current: 379/88.04
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• 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 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/53 Centralised arrangements for recording incoming messages , i.e. mailbox systems

Abstract

A call-recording and retrieval system operates from a computerized server in a contact-center, the server executing software from a machine-readable medium. There is a data repository coupled to the computerized server, and an interface at the server enabled to monitor voice interaction between an agent of the contact center and a customer. The server is enabled to follow one or both of direct input from the customer in a monitored interaction and stored rules associated with the customer to record and playback voice interaction between the agent and the customer.

Claims

1. A call-recording and retrieval system, comprising:

a computerized server in a contact-center executing software from a machine- readable medium;

a data repository coupled to the computerized server; and

an interface at the server enabled to monitor voice interaction between an agent of the contact center and a customer;

wherein the server is enabled to follow one or both of direct input from the customer in a monitored interaction and stored rules associated with the customer to record and playback voice interaction between the agent and the customer.

2. The system of claim 1 wherein the stored rules are pre-configured by the customer.

3. The system of claim 1 wherein the server relates DTMF tones to specific functions, and in response to receiving DTMF tones during a monitored interaction, performs the function related to the DTMF signals.

4. The system of claim 3 wherein the functions enabled by DTMF tones include start recording and stop recording.

5. The system of claim 1 wherein the server comprises voice-recognition capability associated with instructions for specific functions, and in response to recognizing certain instructions during an interaction, performs the function.

6. The system of claim 5 wherein the functions enabled by voice recognition include start recording and stop recording.

7. The system of claim 1 wherein, in storing a recording according to a real-time or a pre-configured instruction from a customer, the recording is associated at least with the customer and the date and time of recording.

8. The system of claim 7 wherein, after making a recording following a customer instruction, the system provides an acknowledgement to the customer, including instruction for how to retrieve the recording.

9. The system of claim 2 wherein an interactive interface is provided to the customer for configuring rules for recording and retrieval of recordings.

10. The system of claim 9 wherein the interactive interface is in a web page hosted by an enterprise hosting the contact center.

11. A call-recording and retrieval method, comprising the steps of:

(a) monitoring, by a computerized server in a contact-center executing software from a machine-readable medium, voice interaction between an agent of the contact center and a customer;

(b) following by the server one or both of direct input from the customer in a monitored interaction and stored rules associated with the customer to record and playback voice interaction between the agent and the customer; and

(c) storing recording in and retrieving recordings from a data repository coupled to the computerized server.

12. The method of claim 11 including a step of pre-configuring stored rules by the customer.

13. The method of claim 11 wherein in step (b) the direct input from the customer is DTMF tones, the server relates DTMF tones to specific functions, and in response to receiving DTMF tones during a monitored interaction, the server performs the function related to the DTMF signals.

14. The method of claim 13 wherein the functions enabled by DTMF tones include start recording and stop recording.

15. The method of claim 11 wherein the server comprises voice-recognition capability associated with instructions for specific functions, and in response to recognizing certain instructions during an interaction, performs the function.

16. The method of claim 15 wherein the functions enabled by voice recognition include start recording and stop recording.

17. The method of claim 11 wherein, in storing a recording according to a real-time or a pre-configured instruction from a customer, the recording is associated at least with the customer and the date and time of recording.

18. The method of claim 17 wherein, after making a recording following a customer instruction, the system provides an acknowledgement to the customer, including instruction for how to retrieve the recording.

19. The method of claim 12 wherein an interactive interface is provided to the customer for configuring rules for recording and retrieval of recordings.

20. The method of claim 19 wherein the interactive interface is in a web page hosted by an enterprise hosting the contact center.