Handling a telephone call by voice analytics in a computer-telephony integration system
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United States of America Patent
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Dec 3, 2013
Grant Date -
May 26, 2011
app pub date -
Jun 19, 2009
filing date -
Jun 20, 2008
priority date (Note) -
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Abstract
The invention provides a computer-implemented method of handling a telephone call, comprising monitoring a conversation between an agent and a customer on a telephone line as part of the telephone call to extract the audio signal therefrom. Real-time voice analytics are performed on the extracted audio signal while the telephone call is in progress. The results from the voice analytics are then passed to a computer-telephony integration system responsible for the call for use by the computer-telephony integration system for determining future handling of the call.
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