Importance

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Abstract

An automated computer calling system is disclosed for correlating diverse types of recorded information, such as voice or video, with data records that have been previously stored and/or simultaneously entered. The calling system is capable of simultaneously recording and processing multiple customer transactions, and verifying the transactions on the basis of the recorded information. In a preferred embodiment, the calling system includes: a customer database; one or more agent stations connected to a communications network; a call processor for controlling the communication between the agent stations and the customers and for selectively recording at least a portion of the conversation between a customer and an agent; a call manager for monitoring the customer communications and enabling data exchange between the customer database and the agent station, and for supplying the call processor with information required to initiate and terminate the communication; and a call recorder for linking the recorded voice information with the corresponding customer data record.

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First Claim