System and method for processing calls in a call center
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United States of America Patent
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Jul 8, 2014
Issued Date -
N/A
app pub date -
Jun 17, 2013
filing date -
Mar 15, 2002
priority date (Note) -
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Abstract
A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.
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