WO2001054389A8 - Method and system for analyzing customer communications with a contact center - Google Patents

Method and system for analyzing customer communications with a contact center

Info

Publication number
WO2001054389A8
WO2001054389A8 PCT/US2001/001724 US0101724W WO0154389A8 WO 2001054389 A8 WO2001054389 A8 WO 2001054389A8 US 0101724 W US0101724 W US 0101724W WO 0154389 A8 WO0154389 A8 WO 0154389A8
Authority
WO
WIPO (PCT)
Prior art keywords
customer
customer communications
contact center
communications
experience
Prior art date
Application number
PCT/US2001/001724
Other languages
French (fr)
Other versions
WO2001054389A1 (en
Inventor
Robert Eilbacher
Dan Bodner
Ted Lubowsky
Lou Boudreau
George Jakobsche
Original Assignee
Comverse Infosys Inc
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 Comverse Infosys Inc filed Critical Comverse Infosys Inc
Priority to AU2001234485A priority Critical patent/AU2001234485A1/en
Priority to GB0216630A priority patent/GB2374249B/en
Priority to IL15085601A priority patent/IL150856A0/en
Publication of WO2001054389A1 publication Critical patent/WO2001054389A1/en
Publication of WO2001054389A8 publication Critical patent/WO2001054389A8/en
Priority to IL150856A priority patent/IL150856A/en

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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2218—Call detail recording
    • 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
    • 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
    • H04M3/5175—Call or contact centers supervision arrangements

Abstract

Method and system for analyzing customer communications with a contact center (200). The contact center (200) includes a monitoring system (204) which records customer communications and a customer experience analyzing unit (208) which reviews the customer communications. The customer experience analyzing unit (208) identifies at least one parameter of the customer communications and automatically determines whether the identified parameter of the customer communications indicates a negative or unsatisfactory experience. This customer experience analyzing unit (208) can perform a stress analysis on audio telephone calls to determine a stress parameter by processing the audio portions of the telephone calls. It can then be determined whether the customer experience of the caller was satisfactory or unsatisfactory.
PCT/US2001/001724 2000-01-24 2001-01-19 Method and system for analyzing customer communications with a contact center WO2001054389A1 (en)

Priority Applications (4)

Application Number Priority Date Filing Date Title
AU2001234485A AU2001234485A1 (en) 2000-01-24 2001-01-19 Method and system for analyzing customer communications with a contact center
GB0216630A GB2374249B (en) 2000-01-24 2001-01-19 Method and system for analyzing customer communications with a contact center
IL15085601A IL150856A0 (en) 2000-01-24 2001-01-19 Method and system for analyzing customer communications with a contact center
IL150856A IL150856A (en) 2000-01-24 2002-07-22 Method and system for analyzing customer communications with a contact center

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/490,068 US6724887B1 (en) 2000-01-24 2000-01-24 Method and system for analyzing customer communications with a contact center
US09/490,068 2000-01-24

Publications (2)

Publication Number Publication Date
WO2001054389A1 WO2001054389A1 (en) 2001-07-26
WO2001054389A8 true WO2001054389A8 (en) 2001-10-11

Family

ID=23946496

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2001/001724 WO2001054389A1 (en) 2000-01-24 2001-01-19 Method and system for analyzing customer communications with a contact center

Country Status (5)

Country Link
US (1) US6724887B1 (en)
AU (1) AU2001234485A1 (en)
GB (1) GB2374249B (en)
IL (2) IL150856A0 (en)
WO (1) WO2001054389A1 (en)

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