West Corporation

Michael J Moore

Bruce Pollock

Erika Nelson Kessenger

Denise Ann Mallory

Anne Marie Giles

Claire Denise Matt

Paul W Popp

Catherine Rivier

Michelle Mason Winston

Edgar J Leon

Nancy Bergantzel

A call center system is configured to record call data into call records. A transfer center within the call center transfers the call records to a database. A query engine, controlled from an interactive user interface, executes queries on the call data records in the database, allowing real-time analysis of the call data.

System, method and computer readable medium for call center management

Examples of associating user information from social network sites with a conference call application may include a series of operations. One example operation may provide receiving a command to share at least one social networking application with a scheduled conference call and accessing an application programming interface (API) of the social networking application, and sharing user profile information with a graphical user interface (GUI) application of the scheduled conference call corresponding to the command to share the social networking application.

Conference call information sharing via interaction with social networking data

A method and apparatus of processing a customer call is disclosed. The customer call may be initiated for an interactive voice response (IVR) type call system. One example method may include processing an interactive voice response (IVR) customer call. The method may include receiving customer call input to IVR call menu prompts, evaluating customer call interactions with the IVR call menu prompts, and calculating at least one usability score of the customer's interactions with the IVR call menu prompts. The method may also include displaying the results of the at least one usability scores on a user interface.

Method and apparatus of analyzing customer call data to monitor customer call behavior

A method and apparatus of processing a customer call is disclosed. The customer call may be initiated for an IVR type system or a live agent. An example method of processing the call may include receiving customer call data and recording the customer call data in a database server. The method may also include performing speech analytics on the recorded customer call data to determine instances of predefined information that occurred during the customer call, and displaying the results of the speech analytics on a user interface. The call analytics may populate a dashboard interface that provides a data analyst with an opportunity to understand the positive and negative portions of the call for future call improvement.

Method and apparatus of analyzing customer call data and related call information to determine call characteristics

A method, a system, and computer readable medium comprising instructions for analyzing data of a speech application are provided. The method comprises defining a set of data collection objects for a call flow in a speech application, collecting data using the set of data collection objects during execution of the speech application, and analyzing the data using a benchmarking and bootstrapping engine, storing the data in a repository, and presenting the data for analysis.

Interactive voice response data collection object framework, vertical benchmarking, and bootstrapping engine

Examples of associating user information from social network sites with a conference call application may include a series of operations. One example method of operation may provide receiving user credentials to access a user account and authenticating the user credentials and permitting access to the user account. The method may also provide receiving a command to share at least one social networking application with a scheduled conference call and accessing an application programming interface (API) of the social networking application, and sharing user profile information with a graphical user interface (GUI) application of the scheduled conference call corresponding to the command to share the social networking application.

Growing community of inventors

Omaha, NE, United States of America

Michael J Moore