Systems and methods for monitoring quality of customer service in customer/agent calls over a VoIP network
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United States of America Patent
Stats
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Mar 4, 2014
Grant Date -
Sep 11, 2008
app pub date -
Mar 3, 2008
filing date -
Mar 5, 2007
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A system and method for monitoring call quality for calling centers using packet based call technology. A distributed system manages packet flow between a caller and a call center agent and storage servers. The distributed system is used to monitor, record and analyze real time communications between the caller and the agent and to identify whether certain predetermined parameters are occurring in any particular call. In the event that such a predetermined parameter does exist, a message can be sent to a supervisory station or dialog guidance messages may be sent to the agent.
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