Systems and methods for desktop data recording for customer agent interactions

US9699312B2 · kind B2 · utility

Assignee

• Envision Telephony, Inc. · US

Inventors

• Rodney Kuhn · Bainbridge Island, US
• Ron Strandin · Woodinville, US
• John Rake · Bellevue, US
• Daniel Ebenezer Arun Thomas · Bellevue, US
• Dan Struthers · Federal Way, US
• Dennis Kelly · Boca Raton, US
• Brian Baxter · Kent, US
• Jason Javan · Federal Way, US

Key dates

• Filing date: Nov 13, 2014
• Grant date: Jul 4, 2017
• Expiry date: Jun 24, 2035

Classification

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

Abstract

Methods and systems for data recording for customer-agent interactions are described. The described system may include a Desktop Data Recording Client (“DDRC”), which is an application or other module installed on an agent's computing system or device that collects and records various data types from a computer desktop and telephone during a phone or electronic interaction with a third party, such as a customer. The DDRC can be configured to stop and restart data collection and recording of sensitive data for security purposes to ensure that this type of data is not stored or retrievable. The specific data types that may be collected and recorded include: voice recording, computing device screen capture, desktop data collection at a summary and/or detailed level and in call-based on continuous modes, and recording start/stop indications.