Rockwell Electronic Commerce Technologies, LLC

James Lewis Beck, Iii

Craig R Shambaugh

Daniel F Baker

Robert T Eitel

Jeffrey J Skibinski

A system and method of automatic call handling allowing agent optimization in an automatic call distributor using voice recognition and speech synthesis technology. A speech synthesizer takes a script as input and generates speech as output. A prepared script includes speech input for the speech synthesizer. Connect a call with a call contact, speak to the call contact speech generated using the prepared script as input to the speech synthesizer, receive live agent voice input, and recognize agent speech.

Method and apparatus for agent optimization using speech synthesis and recognition

Method and apparatus for configuring agent log-off reasons in connection with an automatic contact distribution (ACD) system. An organization operating an ACD system can define any number of agent log-off reasons, which can be configured for individual agents, for groups of agents, or system-wide. These custom-defined reasons can be incorporated in historical reports and in real-time displays regarding schedule adherence. These custom-defined reasons can be changed at any time. In addition, the order in which the reasons appear for selection by an agent can be changed at any time, and can be reordered automatically in accordance with different algorithms.

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Orland Park, IL, United States of America

James Lewis Beck, Iii