System and method for quality of service management with a...

Details System and method for quality of service management with a... System and method for quality of service management with a...

2004-04-22

2008-07-08

McFadden, Susan (Department: 2626)

Data processing: speech signal processing, linguistics, language

Speech signal processing

Application

C379S088040

Reexamination Certificate

active

07398212

ABSTRACT:
A system and method for quality of service management within a call handling system is disclosed. The method discloses: initiating a dialog between a contact and an Interactive Voice Response (IVR) module; matching the contact with a predefined contact category; retrieving a predefined quality of service level associated with the contact category; and processing the dialog in accordance with the quality of service level. The system discloses means for effecting the method.

REFERENCES:
patent: WO02/43362 (2002-05-01), None
Nuance Inc Website—www.nuance.com—“AccuBurst”—Jul. 2004—pp. 1-2.
Speechworks Inc Website—www.speechworks.com—Jul. 2004—pp. 1-6.
Nuance Developer Network—“White Paper”—Jul. 2004—1 page.

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