Method and system for analyzing customer communications with a contact center

• US 6,724,887 B1
• Filed: 01/24/2000
• Issued: 04/20/2004
• Est. Priority Date: 01/24/2000
• Status: Expired due to Term

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Systems Incorporated
• Inventors: Lubowsky, Ted, Eilbacher, Robert, Bodner, Dan, Boudreau, Lou, Jakobsche, George
• Primary Examiner(s): BUI, BING Q
• Application Number:
  US09/490,068
• Time in Patent Office: 1,548 Days
• Field of Search: 379/68, 379/85, 379/88.09, 379/88.13, 379/265.02, 379/265.03, 379/265.06, 379/265.07, 379/265.09, 379/256.01, 379/266.1, 704/207, 704/276
• US Class Current: 379/265.03
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A contact center records and analyzes customer communications. The contact center includes a monitoring system which records customer communications and a customer experience analyzing unit which reviews the customer communications. The customer experience analyzing unit identifies at least one parameter of the customer communications and automatically determines whether the identified parameter of the customer communications indicates a negative or unsatisfactory experience. This customer experience analyzing unit can perform a stress analysis on audio telephone calls to determine a stress parameter by processing the audio portions of the telephone calls. It can then be determined whether the customer experience of the caller was satisfactory or unsatisfactory.

Claims

1. A method for analyzing a customer communication with a contact center, comprising:

reviewing the customer communication and identifying a parameter of the customer communication;

automatically determining whether the parameter of the customer communication indicates an unsatisfactory customer experience; and

updating a customer experience profile when it is determined that the parameter of the customer communication indicates an unsatisfactory customer experience, the updated customer experience profile being made available for analysis by a user.

2. The method according to claim 1, further comprising automatically alerting the user when an unsatisfactory customer experience is determined to have occurred.

3. The method according to claim 1, wherein the customer communication is a telephone call and wherein said reviewing comprises performing a stress analysis to determine a stress parameter by processing the audio portion of the telephone call.

4. The method according to claim 3, wherein said automatically determining comprises automatically determining whether the stress parameter of the telephone call is higher than a predetermined stress level.

5. The method according to claim 1, wherein a customer communication is a telephone call and wherein said reviewing comprises performing a word spotting analysis to determine a word parameter based on whether a predetermined word is included in the telephone call.

6. The method according to claim 5, wherein said automatically determining comprises automatically determining whether the word parameter of the telephone call indicates an unsatisfactory customer experience.

7. The method according to claim 1, wherein the customer communication is an e-mail and wherein said reviewing comprises performing a text search of the e-mail to determine a word parameter based on whether a predetermined word is included in the e-mail.

8. The method according to claim 7, wherein said automatically determining comprises automatically determining whether the word parameter of the e-mail indicates an unsatisfactory customer experience.

9. The method according to claim 1, wherein:

said reviewing comprises reviewing the customer communication and identifying a plurality of parameters of the customer communication, comprising length of call, length of time on hold and, length of time in queue; and

said automatically determining comprises determining whether any of the plurality of parameters of the customer communication indicates an unsatisfactory experience.

10. The method according to claim 1, wherein:

said reviewing comprises reviewing the customer communication and identifying a plurality of parameters of the customer communication, comprising length of communication, length of time on hold, and length of time in queue; and

said automatically determining comprises determining a composite score for the plurality of parameters and determining whether the composite score indicates an unsatisfactory experience.

11. A method according to claim 1, wherein said updating comprises automatically updating the customer experience profile when it is determined that the parameter of the customer communication indicates an unsatisfactory customer experience.

12. A method for analyzing customer communications with a contact center, comprising:

automatically selecting a predetermined class of customers;

reviewing customer communications for the selected class of customers and identifying at least one parameter for each of the customer communications; and

automatically determining whether the at least one parameter of each of the customer communications indicates an unsatisfactory customer experience.

13. A method according to claim 12, wherein said automatically selecting comprises automatically selecting premier customers.

14. The method according to claim 12, further comprising automatically alerting a user when an unsatisfactory customer experience is determined to have occurred.

15. The method according to claim 13, wherein the customer communications are telephone calls, and wherein said reviewing comprises performing a stress analysis to determine a stress parameter by processing the audio portions of the telephone calls.

16. The method according to claim 15, wherein said automatically determining comprises automatically determining, for each of the telephone calls, whether the stress parameter of the telephone calls is higher than a predetermined stress level.

17. A contact center for recording and analyzing customer communications, comprising:

a monitoring system recording customer communications; and

a customer experience analyzing unit reviewing the customer communications, identifying at least one parameter of the customer communications and automatically determining whether the identified parameter of the customer communications indicates an unsatisfactory customer experience, said monitoring system updating a customer experience profile when it is determined that the identified parameter of the customer communication indicates an unsatisfactory customer experience, the updated customer experience profile being made available for analysis by a user.

18. The contact center according to claim 17, wherein said customer experience analyzing unit automatically alerts the user when an unsatisfactory customer experience is determined to have occurred.

19. The contact center according to claim 17, wherein the customer communications are telephone calls and wherein said customer experience analyzing unit performs a stress analysis to determine a stress parameter by processing the audio portions of the telephone calls.

20. The contact center according to claim 19, wherein said customer experience analyzing unit automatically determines, for each of the telephone calls, whether the stress parameter of the telephone call is higher than a predetermined stress level.

21. A contact center for recording and analyzing customer communications, comprising:

means for recording customer communications; and

means for reviewing the customer communications, for identifying at least one parameter of the customer communications and for automatically determining whether the identified parameter of the customer communications indicates an unsatisfactory customer experience, said means for recording including means for updating a customer experience profile when it is determined that the parameter of the customer communication indicates an unsatisfactory customer experience, the updated customer experience profile being made available for analysis by a user.

22. A computer readable storage controlling a computer and comprising a process of reviewing a customer communication with a contact center, identifying a parameter of the customer communication, determining whether the parameter of the customer communication indicates an unsatisfactory customer experience, and updating a customer experience profile when it is determined that the parameter of the customer communication indicates an unsatisfactory customer experience, the updated customer experience profile being made available for analysis by a user.