PL2119108T3 - Monitorowanie jakości obsługi klienta w połączeniach klient/agent przez sieć VoIP - Google Patents
Monitorowanie jakości obsługi klienta w połączeniach klient/agent przez sieć VoIPInfo
- Publication number
- PL2119108T3 PL2119108T3 PL08731216T PL08731216T PL2119108T3 PL 2119108 T3 PL2119108 T3 PL 2119108T3 PL 08731216 T PL08731216 T PL 08731216T PL 08731216 T PL08731216 T PL 08731216T PL 2119108 T3 PL2119108 T3 PL 2119108T3
- Authority
- PL
- Poland
- Prior art keywords
- customer
- voip network
- calls over
- monitoring quality
- agent calls
- Prior art date
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/80—Responding to QoS
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L43/00—Arrangements for monitoring or testing data switching networks
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L43/00—Arrangements for monitoring or testing data switching networks
- H04L43/50—Testing arrangements
- H04L43/55—Testing of service level quality, e.g. simulating service usage
-
- 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
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/04—Network management architectures or arrangements
- H04L41/046—Network management architectures or arrangements comprising network management agents or mobile agents therefor
-
- 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
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Multimedia (AREA)
- Quality & Reliability (AREA)
- Telephonic Communication Services (AREA)
- Data Exchanges In Wide-Area Networks (AREA)
Applications Claiming Priority (3)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US89298607P | 2007-03-05 | 2007-03-05 | |
EP08731216.1A EP2119108B1 (en) | 2007-03-05 | 2008-03-03 | Monitoring quality of customer service in customer/agent calls over a voip network |
PCT/US2008/055619 WO2008109501A1 (en) | 2007-03-05 | 2008-03-03 | Monitoring quality of customer service in customer/agent calls over a voip network |
Publications (1)
Publication Number | Publication Date |
---|---|
PL2119108T3 true PL2119108T3 (pl) | 2019-06-28 |
Family
ID=39738730
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PL08731216T PL2119108T3 (pl) | 2007-03-05 | 2008-03-03 | Monitorowanie jakości obsługi klienta w połączeniach klient/agent przez sieć VoIP |
Country Status (10)
Country | Link |
---|---|
US (1) | US8665863B2 (pl) |
EP (1) | EP2119108B1 (pl) |
AU (1) | AU2008223039B2 (pl) |
CA (1) | CA2679840C (pl) |
DK (1) | DK2119108T3 (pl) |
ES (1) | ES2707248T3 (pl) |
HU (1) | HUE042942T2 (pl) |
PL (1) | PL2119108T3 (pl) |
PT (1) | PT2119108T (pl) |
WO (1) | WO2008109501A1 (pl) |
Families Citing this family (35)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US8724521B2 (en) * | 2007-07-30 | 2014-05-13 | Verint Americas Inc. | Systems and methods of recording solution interface |
US8306211B2 (en) * | 2007-09-20 | 2012-11-06 | Intellisist, Inc. | System and method for retaining calls into a call center |
CN101754090B (zh) * | 2008-12-16 | 2014-04-16 | 中兴通讯股份有限公司 | 实现pc客户端绑定硬终端时召开会议的方法及系统 |
US20100199320A1 (en) * | 2009-02-02 | 2010-08-05 | Microsoft Corporation | Multimodal escalation to endpoints in enhanced communication systems |
US8422641B2 (en) * | 2009-06-15 | 2013-04-16 | Calabrio, Inc. | Distributed record server architecture for recording call sessions over a VoIP network |
US8295274B2 (en) * | 2009-11-09 | 2012-10-23 | At&T Intellectual Property I, L.P. | SIP parser/Genesys-SIP parser-to parse SIP telephony events and decrypt the userdata in IP telephony |
US8396192B2 (en) * | 2010-03-03 | 2013-03-12 | Calabrio, Inc. | Desktop recording architecture for recording call sessions over a telephony network |
US20110235520A1 (en) * | 2010-03-26 | 2011-09-29 | Calabrio, Inc. | Live monitoring of call sessions over an ip telephony network |
CN102131224B (zh) * | 2010-07-26 | 2014-08-13 | 北京创和世纪通讯技术有限公司 | 无线网络评估系统及方法 |
US9307092B1 (en) | 2010-10-04 | 2016-04-05 | Verint Americas Inc. | Using secondary channel information to provide for gateway recording |
JP5943410B2 (ja) | 2011-09-21 | 2016-07-05 | 日本電気株式会社 | 通信装置、制御装置、通信システム、通信制御方法及びプログラム |
US9711137B2 (en) * | 2011-11-10 | 2017-07-18 | At&T Intellectual Property I, Lp | Network-based background expert |
US9467361B2 (en) * | 2011-12-20 | 2016-10-11 | Shoretel, Inc. | Bandwidth utilization monitoring for a communication system |
CN103731540B (zh) * | 2012-10-11 | 2016-06-08 | 上海迪爱斯通信设备有限公司 | 一种分布式语音分离录音系统 |
US9686581B2 (en) | 2013-11-07 | 2017-06-20 | Cisco Technology, Inc. | Second-screen TV bridge |
US9232048B2 (en) | 2013-12-04 | 2016-01-05 | International Business Machines Corporation | Quality of experience determination for multi-party VoIP conference calls that account for focus degradation effects |
US20150234910A1 (en) * | 2014-02-17 | 2015-08-20 | Unify Square, Inc. | Lifecycle management and provisioning system for unified communications |
US9531998B1 (en) * | 2015-07-02 | 2016-12-27 | Krush Technologies, Llc | Facial gesture recognition and video analysis tool |
US10178473B2 (en) | 2014-09-05 | 2019-01-08 | Plantronics, Inc. | Collection and analysis of muted audio |
US9065915B1 (en) | 2014-10-10 | 2015-06-23 | Noble Syetems Corporation | Sending callback text messages from a contact center |
US20160253046A1 (en) * | 2015-02-27 | 2016-09-01 | Cisco Technology, Inc. | Recording system state data and presenting a navigable graphical user interface |
US10547728B2 (en) * | 2016-01-21 | 2020-01-28 | Avaya Inc. | Dynamic agent greeting based on prior call analysis |
US10372520B2 (en) | 2016-11-22 | 2019-08-06 | Cisco Technology, Inc. | Graphical user interface for visualizing a plurality of issues with an infrastructure |
US10739943B2 (en) | 2016-12-13 | 2020-08-11 | Cisco Technology, Inc. | Ordered list user interface |
US10674011B1 (en) | 2017-05-04 | 2020-06-02 | Noble Systems Corporation | Enhanced abandoned call recovery for a contact center |
US10735592B1 (en) * | 2018-03-30 | 2020-08-04 | 8X8, Inc. | Routing of calls based on analysis of digital voice data in a data-communications server system |
US10862867B2 (en) | 2018-04-01 | 2020-12-08 | Cisco Technology, Inc. | Intelligent graphical user interface |
US11501765B2 (en) * | 2018-11-05 | 2022-11-15 | Dish Network L.L.C. | Behavior detection |
US10616413B1 (en) * | 2019-10-07 | 2020-04-07 | Nice Ltd | System and method for distributing an agent interaction for evaluation based on the quality of service |
US10917524B1 (en) | 2019-10-30 | 2021-02-09 | American Tel-A-Systems, Inc. | Methods for auditing communication sessions |
CN111447329A (zh) * | 2020-03-31 | 2020-07-24 | 携程旅游信息技术(上海)有限公司 | 呼叫中心中状态服务器的监控方法、系统、设备及介质 |
WO2022087672A1 (en) * | 2020-10-29 | 2022-05-05 | Operata Pty Ltd | Cloud audio |
US20220244948A1 (en) * | 2021-02-01 | 2022-08-04 | InContact Inc. | System and method for lifecycle management optimization |
US11763803B1 (en) * | 2021-07-28 | 2023-09-19 | Asapp, Inc. | System, method, and computer program for extracting utterances corresponding to a user problem statement in a conversation between a human agent and a user |
US12067363B1 (en) | 2022-02-24 | 2024-08-20 | Asapp, Inc. | System, method, and computer program for text sanitization |
Family Cites Families (12)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US4015088A (en) * | 1975-10-31 | 1977-03-29 | Bell Telephone Laboratories, Incorporated | Real-time speech analyzer |
US6574216B1 (en) * | 1997-03-11 | 2003-06-03 | Verizon Services Corp. | Packet data network voice call quality monitoring |
US6363145B1 (en) * | 1998-08-17 | 2002-03-26 | Siemens Information And Communication Networks, Inc. | Apparatus and method for automated voice analysis in ACD silent call monitoring |
US6970554B1 (en) | 2001-03-05 | 2005-11-29 | Verizon Corporate Services Group Inc. | System and method for observing calls to a call center |
US20060146784A1 (en) * | 2001-11-16 | 2006-07-06 | Ibasis, Inc. | System and method for monitoring a voice over internet protocol (VoIP) system |
CA2502533C (en) * | 2002-10-18 | 2012-12-11 | Ser Solutions, Inc. | Methods and apparatus for audio data monitoring and evaluation using speech recognition |
US7379471B2 (en) * | 2003-07-29 | 2008-05-27 | Level 3 Communications, Llc | System and method for generating reports in a network |
US20060062376A1 (en) * | 2004-09-22 | 2006-03-23 | Dale Pickford | Call center services system and method |
US8094803B2 (en) * | 2005-05-18 | 2012-01-10 | Mattersight Corporation | Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto |
US8050923B2 (en) * | 2006-09-29 | 2011-11-01 | Verint Americas, Inc. | Automated utterance search |
US7836169B2 (en) * | 2007-01-24 | 2010-11-16 | Cisco Technology, Inc. | Method and system for identifying and reporting over-utilized, under-utilized, and bad quality trunks and gateways in internet protocol telephony networks |
US7852784B2 (en) * | 2008-02-11 | 2010-12-14 | Microsoft Corporation | Estimating endpoint performance in unified communication systems |
-
2008
- 2008-03-03 HU HUE08731216A patent/HUE042942T2/hu unknown
- 2008-03-03 WO PCT/US2008/055619 patent/WO2008109501A1/en active Application Filing
- 2008-03-03 ES ES08731216T patent/ES2707248T3/es active Active
- 2008-03-03 DK DK08731216.1T patent/DK2119108T3/en active
- 2008-03-03 CA CA2679840A patent/CA2679840C/en active Active
- 2008-03-03 PT PT08731216T patent/PT2119108T/pt unknown
- 2008-03-03 AU AU2008223039A patent/AU2008223039B2/en active Active
- 2008-03-03 US US12/041,149 patent/US8665863B2/en active Active
- 2008-03-03 EP EP08731216.1A patent/EP2119108B1/en active Active
- 2008-03-03 PL PL08731216T patent/PL2119108T3/pl unknown
Also Published As
Publication number | Publication date |
---|---|
US8665863B2 (en) | 2014-03-04 |
AU2008223039A1 (en) | 2008-09-12 |
EP2119108A1 (en) | 2009-11-18 |
CA2679840A1 (en) | 2008-09-12 |
EP2119108B1 (en) | 2018-10-24 |
HUE042942T2 (hu) | 2019-07-29 |
ES2707248T3 (es) | 2019-04-03 |
CA2679840C (en) | 2014-04-22 |
AU2008223039B2 (en) | 2010-09-23 |
US20080219243A1 (en) | 2008-09-11 |
PT2119108T (pt) | 2019-01-30 |
EP2119108A4 (en) | 2015-05-27 |
WO2008109501A1 (en) | 2008-09-12 |
DK2119108T3 (en) | 2019-02-11 |
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