Method and system for analyzing customer communications with a contact center
Number of patents in Portfolio can not be more than 2000
United States of America Patent
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Apr 20, 2004
Grant Date -
N/A
app pub date -
Jan 24, 2000
filing date -
Jan 24, 2000
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A contact center records and analyzes customer communications. The contact center includes a monitoring system which records customer communications and a customer experience analyzing unit which reviews the customer communications. The customer experience analyzing unit identifies at least one parameter of the customer communications and automatically determines whether the identified parameter of the customer communications indicates a negative or unsatisfactory experience. This customer experience analyzing unit can perform a stress analysis on audio telephone calls to determine a stress parameter by processing the audio portions of the telephone calls. It can then be determined whether the customer experience of the caller was satisfactory or unsatisfactory.
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