Computer-implemented system and method for facilitating agent-customer calls

摘要

A computer-implemented system and method for facilitating agent-customer calls is provided. A call from a customer is accepted into a call center and is assigned to an agent associated with the call center. At least one text message is received from the customer during the call and is directed to the agent. Outgoing text messages are received from the agent in response to the text message from the customer and content of the outgoing text messages from the agent are converted into synthesized speech. The synthesized speech is provided to the customer during the call.

主权项

1. A computer-implemented system for facilitating agent-customer calls, comprising:
a telephony interface to accept a call from a customer into a call center; an assignment module to assign the call to an agent associated with the call center; a message module to receive from the customer at least one text message during the call; a messaging server to direct the text message to the agent; a text-to-speech engine to receive outgoing text messages from the agent in response to the text message from the customer and to convert content of at least one of the outgoing text messages from the agent into synthesized speech; and providing the synthesized speech to the customer during the call.