Reviewing portions of telephone call recordings in a contact center using topic meta-data records

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United States of America Patent

PATENT NO 9936066
SERIAL NO

15071325

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Abstract

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A real-time speech analytics system (“RSTA system”) detects speech during a call involving a contact center agent and a remote party. Upon detecting the speech, an event message is generated by the RTSA system and transmitted to a module, which is configured to generate a topic meta-data record stored in a topic meta-data file. A real-time topic dashboard indication may be presented on a graphical user interface to a user based on analysis of a plurality of topic meta-data records. Selection of the topic dashboard indicator may result in presentation to the user of further text-based information about detection of the speech event for one or more calls. Selection of the further information for a particular call may result in a corresponding portion of recorded audio of that call associated with the speech event to be retrieved using the corresponding topic meta-data record and played to the user.

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Patent Owner(s)

Patent OwnerAddress
ALVARIA CAYMAN (CX)211 PERIMETER CENTER PARKWAY NE SUITE 200 ATLANTA GA 30346

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Koster, Karl H Sandy Springs, US 123 1814
Mammen, Steven K Woodstock, US 4 38
Neuer,, III Ellwood I Newnan, US 20 193
Ouimette, Jason P Berkeley Lake, US 68 686

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