Patent
Method and system for linking interactions
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TLDR
In this paper, a plurality of customer-agent interactions are grouped into a category based on identifying one or more predetermined common characteristics in the interactions and linking at least two of them to form a chain of interactions.Abstract:Â
Embodiments of the invention are directed to a system and method for linking interactions. The method includes grouping a plurality of customer-agent interactions into a category upon identifying one or more predetermined common characteristics in the customer-agent interactions and linking at least two of said customer-agent interactions to form a chain of interactions upon identifying a condition that matches a predetermined rule defining the chain.read more
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References
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Patent
Method, apparatus and system for capturing and analyzing interaction based content
Ilan Freedman,Yair Dolev,Talia Falik,Oren Pereg,Moshe Waserblat,Gili Aharoni,Eytan Bar,Shai Shermister,Lior Arussy,Yifat Meidav +9 more
TL;DR: In this article, a method and apparatus for capturing and analyzing customer interactions is described, the apparatus comprising a multi-segment interaction capture device (324), an initial set up and calibration device (326), a pre-processing and context extraction device (328) and a rule-based analysis engine (300).
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Patent
System for and method of automated quality monitoring
TL;DR: In this paper, 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.
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Method of assisting a sales representative in selling
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