WO2002046872A3 - Automated call center monitoring system - Google Patents

Automated call center monitoring system Download PDF

Info

Publication number
WO2002046872A3
WO2002046872A3 PCT/US2001/046646 US0146646W WO0246872A3 WO 2002046872 A3 WO2002046872 A3 WO 2002046872A3 US 0146646 W US0146646 W US 0146646W WO 0246872 A3 WO0246872 A3 WO 0246872A3
Authority
WO
WIPO (PCT)
Prior art keywords
customer service
representatives
company
customer
customers
Prior art date
Application number
PCT/US2001/046646
Other languages
French (fr)
Other versions
WO2002046872A2 (en
Inventor
David Holzer
Shalom A Holzer
Original Assignee
David Holzer
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by David Holzer filed Critical David Holzer
Priority to AU2002239523A priority Critical patent/AU2002239523A1/en
Publication of WO2002046872A2 publication Critical patent/WO2002046872A2/en
Publication of WO2002046872A3 publication Critical patent/WO2002046872A3/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/002—Applications of echo suppressors or cancellers in telephonic connections
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2218—Call detail recording
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements

Abstract

A system and method for monitoring the communication between customers and a company's customer service representatives, be they representatives responding to customer requests or telemarketing representatives who initiate contact with existing or potential customers and provide relevant information to the customer service representatives in the course of the conversation, wherein the method comprises determining whether a data steam contains audio data (Step 4, Fig. 2) and converting the audio data, if it exists to a textual stream output (Step 5, Fig 2) and adding a timestamp to the textual stream (Step 9, Fig. 2). The system and method monitors, via a data network, the conversations between customers and a company's customer service representatives, provides real time analysis of the questions and responses, and thru interpreting that material provides the company's customer service representative with specific information useful for a particular customer and for advising the company's customer service representative as to relevant information that needs to be provided to the customer.
PCT/US2001/046646 2000-12-05 2001-12-05 Automated call center monitoring system WO2002046872A2 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU2002239523A AU2002239523A1 (en) 2000-12-05 2001-12-05 Automated call center monitoring system

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US25136000P 2000-12-05 2000-12-05
US60/251,360 2000-12-05

Publications (2)

Publication Number Publication Date
WO2002046872A2 WO2002046872A2 (en) 2002-06-13
WO2002046872A3 true WO2002046872A3 (en) 2002-10-17

Family

ID=22951613

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2001/046646 WO2002046872A2 (en) 2000-12-05 2001-12-05 Automated call center monitoring system

Country Status (2)

Country Link
AU (1) AU2002239523A1 (en)
WO (1) WO2002046872A2 (en)

Families Citing this family (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8150021B2 (en) 2006-11-03 2012-04-03 Nice-Systems Ltd. Proactive system and method for monitoring and guidance of call center agent
US20100161604A1 (en) * 2008-12-23 2010-06-24 Nice Systems Ltd Apparatus and method for multimedia content based manipulation
US8370155B2 (en) 2009-04-23 2013-02-05 International Business Machines Corporation System and method for real time support for agents in contact center environments
CA2904097A1 (en) * 2013-03-15 2014-09-25 Ad Giants, Llc Automated consultative method and system
US9870353B2 (en) 2013-10-31 2018-01-16 Entit Software Llc Pre-populating a form
US11341505B1 (en) 2014-05-05 2022-05-24 United Services Automobile Association Automating content and information delivery

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5535256A (en) * 1993-09-22 1996-07-09 Teknekron Infoswitch Corporation Method and system for automatically monitoring the performance quality of call center service representatives
US5854832A (en) * 1995-06-26 1998-12-29 Rockwell International Corp. Monitoring system and method used in automatic call distributor for timing incoming telephone calls
US6363145B1 (en) * 1998-08-17 2002-03-26 Siemens Information And Communication Networks, Inc. Apparatus and method for automated voice analysis in ACD silent call monitoring

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5535256A (en) * 1993-09-22 1996-07-09 Teknekron Infoswitch Corporation Method and system for automatically monitoring the performance quality of call center service representatives
US6058163A (en) * 1993-09-22 2000-05-02 Teknekron Infoswitch Corporation Method and system for monitoring call center service representatives
US5854832A (en) * 1995-06-26 1998-12-29 Rockwell International Corp. Monitoring system and method used in automatic call distributor for timing incoming telephone calls
US6363145B1 (en) * 1998-08-17 2002-03-26 Siemens Information And Communication Networks, Inc. Apparatus and method for automated voice analysis in ACD silent call monitoring

Also Published As

Publication number Publication date
AU2002239523A1 (en) 2002-06-18
WO2002046872A2 (en) 2002-06-13

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