CA2408654A1 - Method and apparatus for quality assurance in a multimedia communications environment - Google Patents

Method and apparatus for quality assurance in a multimedia communications environment Download PDF

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Publication number
CA2408654A1
CA2408654A1 CA002408654A CA2408654A CA2408654A1 CA 2408654 A1 CA2408654 A1 CA 2408654A1 CA 002408654 A CA002408654 A CA 002408654A CA 2408654 A CA2408654 A CA 2408654A CA 2408654 A1 CA2408654 A1 CA 2408654A1
Authority
CA
Canada
Prior art keywords
quality assurance
communications environment
multimedia communications
communication
multimedia
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002408654A
Other languages
French (fr)
Other versions
CA2408654C (en
Inventor
Avishai Elazar
Ilan Freedman
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Nice Systems Ltd
Original Assignee
Individual
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Individual filed Critical Individual
Publication of CA2408654A1 publication Critical patent/CA2408654A1/en
Application granted granted Critical
Publication of CA2408654C publication Critical patent/CA2408654C/en
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42221—Conversation recording systems
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S707/00—Data processing: database and file management or data structures
    • Y10S707/99931—Database or file accessing
    • Y10S707/99932—Access augmentation or optimizing

Abstract

The present invention relates to a method and system for monitoring and evaluating multimedia telephonic and computer-communication interactions. The multimedia quality monitoring system may include an event manager, which may receive a notification associated with a communication between an agent and a customer and recording servers, which record data associated with the communication.
CA002408654A 2000-05-09 2001-05-08 Method and apparatus for quality assurance in a multimedia communications environment Expired - Lifetime CA2408654C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US20297700P 2000-05-09 2000-05-09
US60/202,977 2000-05-09
PCT/IL2001/000406 WO2001086924A2 (en) 2000-05-09 2001-05-08 Method and apparatus for quality assurance in a multimedia communications environment

Publications (2)

Publication Number Publication Date
CA2408654A1 true CA2408654A1 (en) 2001-11-15
CA2408654C CA2408654C (en) 2009-09-08

Family

ID=22751970

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002408654A Expired - Lifetime CA2408654C (en) 2000-05-09 2001-05-08 Method and apparatus for quality assurance in a multimedia communications environment

Country Status (6)

Country Link
US (2) US7305082B2 (en)
EP (1) EP1305934A2 (en)
AU (2) AU2001255048B2 (en)
CA (1) CA2408654C (en)
WO (1) WO2001086924A2 (en)
ZA (1) ZA200209857B (en)

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Also Published As

Publication number Publication date
AU5504801A (en) 2001-11-20
WO2001086924A3 (en) 2003-02-13
CA2408654C (en) 2009-09-08
EP1305934A2 (en) 2003-05-02
ZA200209857B (en) 2003-09-30
US20030169856A1 (en) 2003-09-11
WO2001086924A2 (en) 2001-11-15
US20080063179A1 (en) 2008-03-13
AU2001255048B2 (en) 2006-09-21
US8259711B2 (en) 2012-09-04
US7305082B2 (en) 2007-12-04

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EEER Examination request
MKEX Expiry

Effective date: 20210510