System for and method of automated quality monitoring
US8050921B2 · kind B2 · utility
109Cited by
38References
13Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jul 2, 2009 |
| Grant date | Nov 1, 2011 |
| Priority date | — |
| Expiry date | Dec 13, 2029 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY10S707/99936
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A system and method according to the present invention automates call monitoring activities to evaluate and directly improve agent-customer interactions. Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, the system performs highly accurate, automated evaluations of all customer interactions. By automating the time-consuming aspect of monitoring calls, the system empowers contact center operators to address quality issues, more accurately measure, coach and reward agents, and identify business-critical trends.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.