Nexidia Inc.

Philip Kyle Pledger

Marsal Gavalda

Christopher J Jeffs

Robert Troy Surdick

A method includes accepting, via an input interface, a caller identifier parameter and a target value of at least one call series parameter; identifying, using a data processor, a plurality of calls each associated with the caller identifier parameter from amongst a set of calls stored in a call center database; analyzing, using the data processor, the identified plurality of calls to determine a value of the at least one call series parameter for the identified plurality of calls; comparing, using the data processor, the determined value of the at least one call series parameter with the target value of the at least one call series parameter; and defining, using the data processor, the identified plurality of calls as a call series based at least in part on results of the comparing.

Enterprise speech intelligence analysis

Some general aspects of the invention relate to systems and methods of processing data, for example, to improve customer interactions. One aspect, in particular, relates to a computer-implemented method that includes accepting user input for analysis of a database having media data and metadata. The media data includes a group of audio recordings and the metadata includes descriptive information of the group of audio recordings. A representation of a set of call series is formed based on user input, and processed to generate an analysis report. A visual representation of the analysis report is formed for presentation to a user.

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Johns Creek, GA, United States of America

Philip Kyle Pledger