Systems, methods, and computer-readable medium for tracking, reconciling, and reporting on DTMF data and voice data communicated between call centers and users

摘要

Systems, methods, and computer-readable media for tracking, reconciling, and reporting on data representing Dual Tone Multi-Frequency (DTMF) tones and voice signals communicated between call center and users during interactions therebetween. The system may include a data store adapted to store the DTMF data and a text corresponding to the voice data; a transcription process receiving data representing the voice signal and converting it into corresponding text; a report generation process obtaining the DTMF data and the text, transmitting a report containing the same to a client, and updating the date store accordingly; and a reconciliation process receiving data enabling reconciliation of data as tracked by the call center and as tracked by an entity other than the call center. The transcription process may operate as a third-party or an in-house entity relative to the at least one call center.

主权项

1. A system, comprising:
at least one transcription process adapted to receive data representing at least one voice signal and to convert it into corresponding text; at least one report generation process adapted to:
obtain first data and the corresponding text, andtransmit at least one report to at least one client, the report containing at least the first data, the at least one voice signal and the corresponding text; and at least one reconciliation process communicating with at least one data store to receive data enabling reconciliation of data as tracked by at least one entity, and as tracked by at least one other entity.