Media forked application system in call centers

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United States of America Patent

PATENT NO 10334099
APP PUB NO 20160127536A1
SERIAL NO

14526749

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Importance

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Abstract

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Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for sending a forked media stream of an electronic communication between a customer and an agent to an analysis system for a duration. Receiving analysis results obtained from one or more analytics performed on the forked media stream. Then, determining whether to perform one or more operations in response to the analysis results.

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Patent Owner(s)

  • UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Jayapalan, Vijay San Antonio, US 75 276
Smith, Eric Helotes, US 230 3258
Yarbrough, Greg San Antonio, US 9 48

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