Siemens Enterprise Communications, Inc.

Ser Solutions, Inc.

Unify, Inc.

Geoffrey J Giordano

Lawrence P Mark

Robert Scarano

Kori Lambert

Lawrence Mark

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.

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Monroe, CT, United States of America

Geoffrey J Giordano