System for conversation quality monitoring of call center conversation and a method thereof
US8761376B2 · kind B2 · utility
42Cited by
5References
7Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jan 16, 2013 |
| Grant date | Jun 24, 2014 |
| Priority date | — |
| Expiry date | Jan 16, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/401
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
The present invention is related to improving a conversation quality of calls in a call center setup/environment. The system of the present invention allows monitoring of several live ongoing audio conversations to alert supervisor regarding vulnerable/deviations in the call being handled by a call center agent. The alerts are displayed on the supervisor console by way of providing graphical visual display in order to seek attention of the supervisor. The system also facilitates the supervisor to listen to the live conversation on his desktop by clicking on the visual display.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.