Eis International, Inc.

Electronic Information Systems, Inc.

Jacob W Jorgensen

Stephen D Peavey

Alan R Trefzger

Paul E Zmuda

David A Jamroga

Ino Dunn

Andrew Heron

Donald Grailich

William J Hoyt

James E Ogden

In a call verification system, a telephone switch conference bridge couples the agent/client conversation to a multi-processor sound-and-screen server, which digitally stores the agent-client conversation. When the agent completes inputting data to the client record, at least the updated portion of the client record is also coupled to the sound-and-screen server. The sound-and-screen server includes a data base manager that correlates storage of the client record with the conversation recording. In the verification operation, the sound and screen server operating in a multi-processing mode can fetch a conversation recording and the corresponding transaction record from memory while simultaneously recording new conversations and their associated records.

Real-time, on-line, call verification system

A voice interactive agent training system has a series of discrete voice messages stored in a digital memory. These messages are keyed to screens used in live call center operations. The call center logic used in live call center operations determines the sequence in which the screens are displayed on the agent's monitor. When transferred to an agent's terminal, the screen is identified, based upon a characteristic of the actual screen (e.g. character count in a field) so that there is no need for access to the call center operating system in order to identify which screen is displayed. A voice energy transducer responsive to the trainee's voice, causes a reproduction of appropriate discrete voice messages to respond to passages in the script which have been read by the trainee from the monitor. In one embodiment, agent inputs are compared to 'appropriate' inputs and inappropriate inputs are fed back to the trainee concurrently with the appropriate input.

Voice interactive call center training method using actual screens and

An add-on telephony server platform provides inter alia high-speed call switching. The outbound automatic call distributor establishes one 'nailed' voice connection between the telephony served platform and trunks connected to the automatic call distributor. The outbound call distributor establishes another 'nailed' voice connection between the telephony server platform and the voice sets at the agent stations assigned to outbound operations.

System for adding outbound dialing to inbound call distributors

An automated computer calling system is disclosed for correlating diverse types of recorded information, such as voice or video, with data records that have been previously stored and/or simultaneously entered. The calling system is capable of simultaneously recording and processing multiple customer transactions, and verifying the transactions on the basis of the recorded information. In a preferred embodiment, the calling system includes: a customer database; one or more agent stations connected to a communications network; a call processor for controlling the communication between the agent stations and the customers and for selectively recording at least a portion of the conversation between a customer and an agent; a call manager for monitoring the customer communications and enabling data exchange between the customer database and the agent station, and for supplying the call processor with information required to initiate and terminate the communication; and a call recorder for linking the recorded voice information with the corresponding customer data record.

Calling system and method

Growing community of inventors

Teaneck, NJ, United States of America

Jacob W Jorgensen