Methods and systems for determining segments of a telephonic communication between a customer and a contact center to classify each segment of the communication, assess negotiations, and automate setup time calculation

US8611523B2 · kind B2 · utility

Assignee

• MATTERSIGHT CORPORATION · US

Inventors

• Kelly Conway · Lake Bluff, US
• Douglas Brown · Austin, US
• Roger Warford · Hoschton, US
• David Gustafson · Lake Bluff, US
• Christopher Danson · Austin, US

Key dates

• Filing date: Sep 29, 2008
• Grant date: Dec 17, 2013
• Expiry date: Jun 26, 2032

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M3/42221
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine communication objects, forming segments of like communication objects, determining strength of negotiations between the contact center and the customer from the segments, and automate setup time calculation.