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:
Dec. 24, 2013
Filed:
Jan. 05, 2011
Catherine Rivier, Omaha, NE (US);
Michael J. Moore, Omaha, NE (US);
Erika Nelson Kessenger, Denver, CO (US);
Catherine Rivier, Omaha, NE (US);
Michael J. Moore, Omaha, NE (US);
Erika Nelson Kessenger, Denver, CO (US);
West Corporation, Omaha, NE (US);
Abstract
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.