System for and method of automated quality monitoring

Details System for and method of automated quality monitoring System for and method of automated quality monitoring

2009-07-02

2011-11-01

Abebe, Daniel D (Department: 2626)

Data processing: speech signal processing, linguistics, language

Speech signal processing

Recognition

C704S251000, C379S088130, C707S793000, C707S793000

Reexamination Certificate

active

08050921

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.

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William B. Frankes et

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