The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Sep. 01, 2009
Filed:
Aug. 23, 2004
Lawrence Mark, Trumbull, CT (US);
Geoffrey J. Giordano, Monroe, CT (US);
Robert Scarano, Monroe, CT (US);
Kori Lambert, Stamford, CT (US);
Lawrence Mark, Trumbull, CT (US);
Geoffrey J. Giordano, Monroe, CT (US);
Robert Scarano, Monroe, CT (US);
Kori Lambert, Stamford, CT (US);
SER Solutions, Inc., Dulles, VA (US);
Abstract
A system and method according to the present invention automates call monitoring activities to evaluate and directly improve agent-customer interactions. Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, the system performs highly accurate, automated evaluations of all customer interactions. By automating the time-consuming aspect of monitoring calls, the system empowers contact center operators to address quality issues, more accurately measure, coach and reward agents, and identify business-critical trends.