West Corporation

Alorica Business Solutions, LLC

Open Invention Network LLC

Other

Tuxis Technologies LLC

West Business Solutions, LLC

Mark J Pettay

Jill M Vacek

Hendryanto Rilantono

Rodney J Kempkes

Mahmood S Akhwand

Myron P Sojka

David C Mussman

Fonda J Narke

Gregory Stuart Cardin

Mark Jarzynka

Bernard Roubaud

James V Frisbie

Kenneth A Marr

Rodney L Bennett

Robert E Johnson

Thomas B Barker

Gary L West

Todd B Strubbe

A method and apparatus of sharing documents during a conference call data is disclosed. One example method may include initiating a document sharing operation during a conference call conducted between at least two participants communicating during the conference call. The method may also include transferring the document from one of the two participants to another of the two participants, and recording at least one action performed to the document by the participants during the conference call.

Method and apparatus of processing user data of a multi-speaker conference call

A system, method, and computer readable medium for confirmation and verification of address data associated with a data communication. The invention provides a method of obtaining at least one of the first address information and the second address information, converting by a processor one of the first address information and the second address information to a format compatible for comparison with the other of the first address information and the second address information, and quantifying a difference between the converted one of the first address information and the second address information and the other of the first address information and the second address information.

System, method, and computer readable media for confirmation and verification of shipping address data associated with a transaction

Systems and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a method may include a voice interaction, wherein the agent follows the script via a plurality of panels. The voice interaction is evaluated via the plurality of panels employing panel-by-panel playback with an automatic speech recognition component adapted to analyze the voice interaction. As such, it may be determined, via generating a score using confidence level thresholds of an automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against at least one of a static standard and a varying standard, whether the agent has adequately followed the script.

Script compliance and agent feedback

Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In still other aspects of the invention, respective data for specific interactions, including voice records or panels, transcribed text equivalents to such voice records or panels, and/or script text governing such voice records or panels, can be forwarded to one or more respective clients.

Script compliance using speech recognition and compilation and transmission of voice and text records to clients

Embodiments of the present invention pertain to an apparatus, a method, and a computer program configured to transmit messages between a plurality of devices during a conference call and connect the plurality of devices to a service provider based on a request for at least one service. The transmitted messages can be audio messages or audio and video messages.

Services via a conference bridge

Embodiments of the present invention pertain to an apparatus, method, and a computer program configured to connect a translator located in a remote area to a conference holding area, and also connect a customer and customer service representative to the translator in order for the translator to translate between the customer service representative and the customer, when the customer services representative determines that a translator is needed.

Global interpreter/translation services via conference bridge

Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In yet still further aspects of the invention, the duration of a given interaction can be analyzed, either apart from or in combination with the script compliance analysis above, to seek to identify instances of agent non-compliance, of fraud, or of quality-analysis issues.

Script compliance and quality assurance based on speech recognition and duration of interaction

An apparatus, method, and computer-program are provided to receive a request to connect a translator to a conference call holding area, and transmit a request to the translator for a personal identification number prior to connecting the translator to the conference call holding area. Upon verification of the person identification number, the translator is connected to the conference call holding area.

Apparatus and method for connecting a translator and a customer

A system and method for evaluating the compliance of an agent reading a script to a client comprises conducting a voice interaction between the agent and the client wherein the agent follows a script, and dividing data representing a portion of the voice interaction into a plurality of panels after being spoken by the agent, wherein the panels correspond to respective sections of the script, wherein the dividing is based upon timestamps of the panels, and wherein the panels correspond to a single offer of a good or service.

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Omaha, NE, United States of America

Mark J Pettay