System for and method of automated quality monitoring
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United States of America Patent
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Nov 1, 2011
Grant Date -
Dec 10, 2009
app pub date -
Jul 2, 2009
filing date -
Aug 22, 2003
priority date (Note) -
In Force
status (Latency Note)
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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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