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:
May. 29, 2018
Filed:
Jun. 05, 2017
Applicant:
Verint Americas Inc., Alpharetta, GA (US);
Inventor:
Neil Eades, Glasgow, GB;
Assignee:
Verint Americas Inc., Alpharetta, GA (US);
Primary Examiner:
Int. Cl.
CPC ...
H04M 11/00 (2006.01); H04M 3/51 (2006.01); H04M 3/42 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5166 (2013.01); H04M 3/42221 (2013.01); H04M 3/5183 (2013.01); H04M 2203/303 (2013.01);
Abstract
The present system and method allow a customer service agent to preview an audio file of a customer's interaction with an interactive voice response (IVR) system before taking the call. While customer voice commands are typically used to navigate through an IVR system to reach an appropriate agent, the present system and method record the customer's voice commands in response to IVR prompts as an audio file and provide them to the agent before she or he takes the call. The agent may play the audio file on a customer engagement center desktop.