System and method for recording and distributing customer interactions

摘要

A system and method for recording and distributing calls are provided. A call may be associated with an information record. Parameters in the information record may be used to determine if the call is to be recorded. Parameters in the information record may be used to determine a method of providing a recording of the call. Other embodiments are described and claimed.

主权项

1. A method comprising:
receiving by an integrated voice response (IVR) system of a call center, a request from a customer to be provided with recording of one or more interactions, wherein the request is received prior to establishment of the one or more interactions and indicates a method of providing recordings to the customer; storing the request at the call center; detecting an interaction involving the customer and the call center; locating the request at the call center; recording the interaction at the call center; and providing the customer with the recording of the interaction according to the method of providing recordings indicated in the request.