ZA200209857B - Method and apparatus for quality assurance in a multi-media communications environment. - Google Patents
Method and apparatus for quality assurance in a multi-media communications environment. Download PDFInfo
- Publication number
- ZA200209857B ZA200209857B ZA200209857A ZA200209857A ZA200209857B ZA 200209857 B ZA200209857 B ZA 200209857B ZA 200209857 A ZA200209857 A ZA 200209857A ZA 200209857 A ZA200209857 A ZA 200209857A ZA 200209857 B ZA200209857 B ZA 200209857B
- Authority
- ZA
- South Africa
- Prior art keywords
- server
- communication
- recording
- contact
- monitoring system
- Prior art date
Links
- 238000000034 method Methods 0.000 title claims description 8
- 238000000275 quality assurance Methods 0.000 title description 38
- 238000012544 monitoring process Methods 0.000 claims description 17
- 230000003993 interaction Effects 0.000 claims description 11
- 230000010354 integration Effects 0.000 claims description 3
- 238000010586 diagram Methods 0.000 description 14
- 230000004044 response Effects 0.000 description 8
- 238000011156 evaluation Methods 0.000 description 3
- 238000007726 management method Methods 0.000 description 2
- 238000012986 modification Methods 0.000 description 2
- 230000004048 modification Effects 0.000 description 2
- 238000010079 rubber tapping Methods 0.000 description 2
- 238000013481 data capture Methods 0.000 description 1
- 238000012217 deletion Methods 0.000 description 1
- 230000037430 deletion Effects 0.000 description 1
- 230000008520 organization Effects 0.000 description 1
- 238000012545 processing Methods 0.000 description 1
- 238000012552 review Methods 0.000 description 1
- 238000006467 substitution reaction Methods 0.000 description 1
Classifications
-
- 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
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
-
- 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
-
- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
- Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y10S707/00—Data processing: database and file management or data structures
- Y10S707/99931—Database or file accessing
- Y10S707/99932—Access augmentation or optimizing
Landscapes
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
- Testing, Inspecting, Measuring Of Stereoscopic Televisions And Televisions (AREA)
- Maintenance And Management Of Digital Transmission (AREA)
Applications Claiming Priority (1)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US20297700P | 2000-05-09 | 2000-05-09 |
Publications (1)
Publication Number | Publication Date |
---|---|
ZA200209857B true ZA200209857B (en) | 2003-09-30 |
Family
ID=22751970
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
ZA200209857A ZA200209857B (en) | 2000-05-09 | 2002-12-04 | Method and apparatus for quality assurance in a multi-media communications environment. |
Country Status (6)
Country | Link |
---|---|
US (2) | US7305082B2 (fr) |
EP (1) | EP1305934A2 (fr) |
AU (2) | AU2001255048B2 (fr) |
CA (1) | CA2408654C (fr) |
WO (1) | WO2001086924A2 (fr) |
ZA (1) | ZA200209857B (fr) |
Families Citing this family (58)
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US7728870B2 (en) * | 2001-09-06 | 2010-06-01 | Nice Systems Ltd | Advanced quality management and recording solutions for walk-in environments |
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US7076041B2 (en) * | 2002-02-21 | 2006-07-11 | International Business Machines | Third party regulation of calls through a particular line based on a call context |
US7660297B2 (en) * | 2002-06-13 | 2010-02-09 | Nice Systems Ltd. | Voice over IP forwarding |
US8165114B2 (en) * | 2002-06-13 | 2012-04-24 | Nice Systems Ltd. | Voice over IP capturing |
GB2389736B (en) * | 2002-06-13 | 2005-12-14 | Nice Systems Ltd | A method for forwarding and storing session packets according to preset and/or dynamic rules |
EP1593045A4 (fr) | 2003-02-10 | 2007-08-08 | Raindance Comm Inc | Procede et appareil pour assurer une maitrise egalitaire dans une session de collaboration multimedia |
US7206811B2 (en) * | 2003-03-13 | 2007-04-17 | Oracle International Corp. | System and method for facilitating real-time collaborating by collapsing a queue for a slow client |
US7660864B2 (en) * | 2003-05-27 | 2010-02-09 | Nokia Corporation | System and method for user notification |
US7318037B2 (en) | 2003-08-27 | 2008-01-08 | International Business Machines Corporation | Method, system and program product for calculating relationship strengths between users of a computerized network |
US20070197877A1 (en) * | 2004-01-05 | 2007-08-23 | Stefaan Decorte | Behavior Based Multi-Agent Systems As Data Types |
US7079642B2 (en) * | 2004-01-28 | 2006-07-18 | Stratasoft, Inc. | Method for reduced processing and improved remote monitoring of call center activities |
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US8316088B2 (en) | 2004-07-06 | 2012-11-20 | Nokia Corporation | Peer-to-peer engine for object sharing in communication devices |
US8885812B2 (en) | 2005-05-17 | 2014-11-11 | Oracle International Corporation | Dynamic customer satisfaction routing |
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 |
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 |
US20070002829A1 (en) * | 2005-06-17 | 2007-01-04 | Su-Yuan Chang | Internet protocol voice logger |
US8583466B2 (en) * | 2005-08-09 | 2013-11-12 | Oracle International Corporation | System and method for routing workflow items based on workflow templates in a call center |
US20070043852A1 (en) * | 2005-08-16 | 2007-02-22 | Cim Ltd. | System and method of HTML transaction logging in a web based (HTTP) customer contact center |
US7746794B2 (en) | 2006-02-22 | 2010-06-29 | Federal Signal Corporation | Integrated municipal management console |
US7476013B2 (en) | 2006-03-31 | 2009-01-13 | Federal Signal Corporation | Light bar and method for making |
US9346397B2 (en) | 2006-02-22 | 2016-05-24 | Federal Signal Corporation | Self-powered light bar |
US9002313B2 (en) | 2006-02-22 | 2015-04-07 | Federal Signal Corporation | Fully integrated light bar |
US20070201676A1 (en) * | 2006-02-24 | 2007-08-30 | Aspect Software Company | Supervising monitoring of agents |
US8204056B2 (en) | 2006-03-31 | 2012-06-19 | Verint Americas, Inc. | Systems and methods for endpoint recording using a media application server |
US7701972B1 (en) | 2006-03-31 | 2010-04-20 | Verint Americas Inc. | Internet protocol analyzing |
US7633930B2 (en) * | 2006-03-31 | 2009-12-15 | Verint Americas Inc. | Systems and methods for capturing multimedia communication signals |
US7995612B2 (en) | 2006-03-31 | 2011-08-09 | Verint Americas, Inc. | Systems and methods for capturing communication signals [32-bit or 128-bit addresses] |
GB0607294D0 (en) | 2006-04-11 | 2006-05-24 | Nokia Corp | A node |
WO2008030649A2 (fr) * | 2006-06-30 | 2008-03-13 | Verint Americas Inc. | Systèmes et procédés d'enregistrement d'une interaction cryptée. |
GB0615844D0 (en) * | 2006-08-09 | 2006-09-20 | Intuwave Ltd | Mobile telephone programmed with phone call logging capability |
US7953750B1 (en) | 2006-09-28 | 2011-05-31 | Verint Americas, Inc. | Systems and methods for storing and searching data in a customer center environment |
US7899178B2 (en) | 2006-09-29 | 2011-03-01 | Verint Americas Inc. | Recording invocation of communication sessions |
US8199886B2 (en) | 2006-09-29 | 2012-06-12 | Verint Americas, Inc. | Call control recording |
US7570755B2 (en) * | 2006-09-29 | 2009-08-04 | Verint Americas Inc. | Routine communication sessions for recording |
US8837697B2 (en) * | 2006-09-29 | 2014-09-16 | Verint Americas Inc. | Call control presence and recording |
US7920482B2 (en) * | 2006-09-29 | 2011-04-05 | Verint Americas Inc. | Systems and methods for monitoring information corresponding to communication sessions |
US8351593B2 (en) * | 2006-11-06 | 2013-01-08 | Aspect Software, Inc. | Emergency recording during VoIP session |
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 |
US8718262B2 (en) | 2007-03-30 | 2014-05-06 | Mattersight Corporation | Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication |
US20080301282A1 (en) * | 2007-05-30 | 2008-12-04 | Vernit Americas, Inc. | Systems and Methods for Storing Interaction Data |
US8306211B2 (en) * | 2007-09-20 | 2012-11-06 | Intellisist, Inc. | System and method for retaining calls into a call center |
US10419611B2 (en) | 2007-09-28 | 2019-09-17 | Mattersight Corporation | System and methods for determining trends in electronic communications |
US20090181642A1 (en) * | 2008-01-11 | 2009-07-16 | Advanced Mobile Technologies, Llc | Professional services time capturing system |
US8401155B1 (en) | 2008-05-23 | 2013-03-19 | Verint Americas, Inc. | Systems and methods for secure recording in a customer center environment |
US8565125B2 (en) * | 2009-07-29 | 2013-10-22 | Honeywell International Inc. | Services based two way voice service recording and logging |
JP5790757B2 (ja) * | 2011-03-07 | 2015-10-07 | 富士通株式会社 | オペレータ評価支援装置、オペレータ評価支援方法及びオペレータ評価支援プログラム |
WO2012124120A1 (fr) * | 2011-03-17 | 2012-09-20 | 富士通株式会社 | Dispositif de support d'évaluation d'opérateur, procédé de support d'évaluation d'opérateur et support de stockage ayant un programme de support d'évaluation d'opérateur enregistré dans celui-ci |
EP2515594A1 (fr) * | 2011-04-20 | 2012-10-24 | Mondial Telecom | Routage des appels pour un terminal multi-mode dans un système de communications multi-mode |
US20130110565A1 (en) * | 2011-04-25 | 2013-05-02 | Transparency Sciences, Llc | System, Method and Computer Program Product for Distributed User Activity Management |
US20130142332A1 (en) * | 2011-12-06 | 2013-06-06 | Andrés Ramos | Voice and screen capture archive and review process using phones for quality assurance purposes |
US9282197B2 (en) * | 2013-03-22 | 2016-03-08 | Viavi Solutions Uk Limited | Method and apparatus for managing call data |
US9094537B2 (en) * | 2013-03-22 | 2015-07-28 | Jdsu Uk Limited | Method and apparatus for managing call data |
US9197758B2 (en) | 2013-03-22 | 2015-11-24 | Jdsu Uk Limited | Method and apparatus for managing call data |
EP2899957A1 (fr) * | 2014-01-22 | 2015-07-29 | Phonetica Lab S.R.L. | Système pour intégrer des appels vidéo dans des centres d'appel téléphonique |
US10642889B2 (en) | 2017-02-20 | 2020-05-05 | Gong I.O Ltd. | Unsupervised automated topic detection, segmentation and labeling of conversations |
US11276407B2 (en) | 2018-04-17 | 2022-03-15 | Gong.Io Ltd. | Metadata-based diarization of teleconferences |
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CA2128835C (fr) | 1993-08-03 | 1999-04-06 | Daniel F. Daly | Enregistreur automatique numerique modulaire |
US5946375A (en) * | 1993-09-22 | 1999-08-31 | Teknekron Infoswitch Corporation | Method and system for monitoring call center service representatives |
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US5563805A (en) * | 1994-08-16 | 1996-10-08 | International Business Machines Corporation | Multimedia context-sensitive real-time-help mechanism for use in a data processing system |
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JP2000041113A (ja) | 1998-07-22 | 2000-02-08 | Canon Inc | 遠隔監視装置、遠隔監視システム、遠隔監視方法および記憶媒体 |
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US6771765B1 (en) * | 1999-12-29 | 2004-08-03 | Nortel Networks Limited | Multimedia queuing in a customer contact or call center |
US6542602B1 (en) | 2000-02-14 | 2003-04-01 | Nice Systems Ltd. | Telephone call monitoring system |
AU2001240871A1 (en) * | 2000-03-31 | 2001-10-15 | British Telecommunications Public Limited Company | Integrated pstn -ip answering service |
-
2001
- 2001-05-08 CA CA002408654A patent/CA2408654C/fr not_active Expired - Lifetime
- 2001-05-08 EP EP01928186A patent/EP1305934A2/fr not_active Ceased
- 2001-05-08 WO PCT/IL2001/000406 patent/WO2001086924A2/fr active Application Filing
- 2001-05-08 AU AU2001255048A patent/AU2001255048B2/en not_active Expired
- 2001-05-08 US US10/275,896 patent/US7305082B2/en not_active Expired - Lifetime
- 2001-05-08 AU AU5504801A patent/AU5504801A/xx active Pending
-
2002
- 2002-12-04 ZA ZA200209857A patent/ZA200209857B/en unknown
-
2007
- 2007-10-15 US US11/872,698 patent/US8259711B2/en not_active Expired - Lifetime
Also Published As
Publication number | Publication date |
---|---|
AU2001255048B2 (en) | 2006-09-21 |
WO2001086924A3 (fr) | 2003-02-13 |
US20030169856A1 (en) | 2003-09-11 |
US7305082B2 (en) | 2007-12-04 |
AU5504801A (en) | 2001-11-20 |
US8259711B2 (en) | 2012-09-04 |
EP1305934A2 (fr) | 2003-05-02 |
CA2408654A1 (fr) | 2001-11-15 |
CA2408654C (fr) | 2009-09-08 |
US20080063179A1 (en) | 2008-03-13 |
WO2001086924A2 (fr) | 2001-11-15 |
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