发明名称 |
METHOD AND SYSTEM FOR HANDLING A TELEPHONE CALL |
摘要 |
<p>The invention provides a computer-implemented method of handling a telephone call, comprising monitoring a conversation between an agent and a customer on a telephone line as part of the telephone call to extract the audio signal therefrom. Real-time voice analytics are performed on the extracted audio signal while the telephone call is in progress. The results from the voice analytics are then passed to a computer-telephony integration system responsible for the call for use by the computer-telephony integration system for determining future handling of the call.</p> |
申请公布号 |
EP2297933(B1) |
申请公布日期 |
2012.11.21 |
申请号 |
EP20090766142 |
申请日期 |
2009.06.19 |
申请人 |
NEWVOICEMEDIA LIMITED |
发明人 |
PICKERING, RICHARD;MOUSSALLI, JOSEPH;UNITT, ASHLEY |
分类号 |
H04M3/51;G10L15/22;G10L15/28;G10L15/30;G10L17/00 |
主分类号 |
H04M3/51 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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