ATE474313T1 - Verfahren und system zum aufzeichnen einer elektronischen kommunikation und zum extrahieren von audiobestandteildaten daraus - Google Patents

Verfahren und system zum aufzeichnen einer elektronischen kommunikation und zum extrahieren von audiobestandteildaten daraus

Info

Publication number
ATE474313T1
ATE474313T1 AT06760058T AT06760058T ATE474313T1 AT E474313 T1 ATE474313 T1 AT E474313T1 AT 06760058 T AT06760058 T AT 06760058T AT 06760058 T AT06760058 T AT 06760058T AT E474313 T1 ATE474313 T1 AT E474313T1
Authority
AT
Austria
Prior art keywords
communication protocol
recording
audio data
electronic communication
data
Prior art date
Application number
AT06760058T
Other languages
English (en)
Inventor
Roger Warford
Dougals Brown
William Skeen
Christopher Thoman
Original Assignee
Eloyalty Corp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Eloyalty Corp filed Critical Eloyalty Corp
Application granted granted Critical
Publication of ATE474313T1 publication Critical patent/ATE474313T1/de

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
    • H04M7/0081—Network operation, administration, maintenance, or provisioning
    • H04M7/0084—Network monitoring; Error detection; Error recovery; Network testing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/08—Indicating faults in circuits or apparatus
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42221—Conversation recording systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0057—Services where the data services network provides a telephone service in addition or as an alternative, e.g. for backup purposes, to the telephone service provided by the telephone services network
AT06760058T 2005-05-18 2006-05-17 Verfahren und system zum aufzeichnen einer elektronischen kommunikation und zum extrahieren von audiobestandteildaten daraus ATE474313T1 (de)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US11/131,844 US20060265088A1 (en) 2005-05-18 2005-05-18 Method and system for recording an electronic communication and extracting constituent audio data therefrom
PCT/US2006/019166 WO2006125047A1 (en) 2005-05-18 2006-05-17 A method and system for recording an electronic communication and extracting constituent audio data therefrom

Publications (1)

Publication Number Publication Date
ATE474313T1 true ATE474313T1 (de) 2010-07-15

Family

ID=36972890

Family Applications (1)

Application Number Title Priority Date Filing Date
AT06760058T ATE474313T1 (de) 2005-05-18 2006-05-17 Verfahren und system zum aufzeichnen einer elektronischen kommunikation und zum extrahieren von audiobestandteildaten daraus

Country Status (5)

Country Link
US (1) US20060265088A1 (de)
EP (1) EP1889257B1 (de)
AT (1) ATE474313T1 (de)
DE (1) DE602006015463D1 (de)
WO (1) WO2006125047A1 (de)

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US8094790B2 (en) 2005-05-18 2012-01-10 Mattersight Corporation Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center
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US8023639B2 (en) 2007-03-30 2011-09-20 Mattersight Corporation Method and system determining the complexity of a telephonic communication received by a contact center
US7869586B2 (en) 2007-03-30 2011-01-11 Eloyalty Corporation Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics
US10419611B2 (en) 2007-09-28 2019-09-17 Mattersight Corporation System and methods for determining trends in electronic communications
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Also Published As

Publication number Publication date
WO2006125047A1 (en) 2006-11-23
EP1889257A1 (de) 2008-02-20
US20060265088A1 (en) 2006-11-23
EP1889257B1 (de) 2010-07-14
DE602006015463D1 (de) 2010-08-26

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