发明名称 |
SYSTEM FOR AND METHOD OF AUTOMATED QUALITY MONITORING |
摘要 |
<p>A system and method according to the present invention automates call monitoring activities to evaluate and directly improve agent-customer interactions. Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, the system performs highly accurate, automated evaluations of all customer interactions. By automating the time-consuming aspect of monitoring calls, the system empowers contact center operators to address quality issues, more accurately measure, coach and reward agents, and identify business-critical trends.</p> |
申请公布号 |
EP1656662(A2) |
申请公布日期 |
2006.05.17 |
申请号 |
EP20040781960 |
申请日期 |
2004.08.23 |
申请人 |
SER SOLUTIONS, INC. |
发明人 |
MARK, LAWRENCE;GIORDANO, GEOFFREY, J.;SCARANO, ROBERT;LAMBERT, KORI |
分类号 |
G10L15/06;G06Q10/06;G10L;G10L15/18;G10L15/26;(IPC1-7):G10L15/06 |
主分类号 |
G10L15/06 |
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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