公开(公告)号：EP1656662B1

公开(公告)日：2016-06-01

申请号：EP04781960.2

申请日：2004-08-23

Applicant: Unify Inc.

Inventor： MARK, Lawrence ,  GIORDANO, Geoffrey, J. ,  SCARANO, Robert ,  LAMBERT, Kori

IPC: G10L15/06 ,  G10L15/26 ,  G06Q10/06

CPC classification number: G06Q10/06 ,  G10L15/26 ,  Y10S707/99935 ,  Y10S707/99936

Abstract: A system and method according to the present invention automates call monitoring activities to evaluate and directly improve agent-customer interactions. Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, the system performs highly accurate, automated evaluations of all customer interactions. By automating the time-consuming aspect of monitoring calls, the system empowers contact center operators to address quality issues, more accurately measure, coach and reward agents, and identify business-critical trends.