CA2320569A1 - System and method for automatically detecting problematic calls - Google Patents
System and method for automatically detecting problematic calls Download PDFInfo
- Publication number
- CA2320569A1 CA2320569A1 CA002320569A CA2320569A CA2320569A1 CA 2320569 A1 CA2320569 A1 CA 2320569A1 CA 002320569 A CA002320569 A CA 002320569A CA 2320569 A CA2320569 A CA 2320569A CA 2320569 A1 CA2320569 A1 CA 2320569A1
- Authority
- CA
- Canada
- Prior art keywords
- call
- problematic
- automatically detecting
- detecting problematic
- interaction
- Prior art date
- Legal status (The legal status 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 status listed.)
- Granted
Links
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
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
-
- 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
Landscapes
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
Abstract
A system and method for detecting problematic call interactions between callers and call center agents of a communications system. By monitoring call associated information, speech, and voice characteristics of the call interaction, the system and method determine whether calls are being handled properly. If a call is determined to be problematic, a call center supervisor is automatically notified of the problematic call.
Further, the problematic call interaction is recorded and can later be retrieved.
Further, the problematic call interaction is recorded and can later be retrieved.
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US09/426,615 | 1999-10-26 | ||
US09/426,615 US6600821B1 (en) | 1999-10-26 | 1999-10-26 | System and method for automatically detecting problematic calls |
Publications (2)
Publication Number | Publication Date |
---|---|
CA2320569A1 true CA2320569A1 (en) | 2001-04-26 |
CA2320569C CA2320569C (en) | 2008-01-29 |
Family
ID=23691517
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
CA002320569A Expired - Fee Related CA2320569C (en) | 1999-10-26 | 2000-09-25 | System and method for automatically detecting problematic calls |
Country Status (4)
Country | Link |
---|---|
US (1) | US6600821B1 (en) |
EP (1) | EP1096767A3 (en) |
AU (1) | AU771006B2 (en) |
CA (1) | CA2320569C (en) |
Families Citing this family (62)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
WO2001074042A2 (en) * | 2000-03-24 | 2001-10-04 | Dragon Systems, Inc. | Lexical analysis of telephone conversations with call center agents |
WO2003009175A1 (en) * | 2001-07-19 | 2003-01-30 | Nice Systems Ltd. | Method, apparatus and system for capturing and analyzing interaction based content |
US7065201B2 (en) * | 2001-07-31 | 2006-06-20 | Sbc Technology Resources, Inc. | Telephone call processing in an interactive voice response call management system |
GB0118921D0 (en) * | 2001-08-02 | 2001-09-26 | Eyretel | Telecommunications interaction analysis |
US7043008B1 (en) | 2001-12-20 | 2006-05-09 | Cisco Technology, Inc. | Selective conversation recording using speech heuristics |
US7305070B2 (en) * | 2002-01-30 | 2007-12-04 | At&T Labs, Inc. | Sequential presentation of long instructions in an interactive voice response system |
US7665024B1 (en) * | 2002-07-22 | 2010-02-16 | Verizon Services Corp. | Methods and apparatus for controlling a user interface based on the emotional state of a user |
US7486785B2 (en) * | 2002-08-05 | 2009-02-03 | International Business Machines Corporation | Method for customer recognition and management |
DE10238286B4 (en) * | 2002-08-21 | 2004-11-11 | Siemens Ag | Method and device for providing conferences |
US7151826B2 (en) * | 2002-09-27 | 2006-12-19 | Rockwell Electronics Commerce Technologies L.L.C. | Third party coaching for agents in a communication system |
EP1414227B1 (en) * | 2002-10-24 | 2006-08-30 | Hewlett-Packard Company | Event detection for multiple voice channel communications |
US6965669B2 (en) * | 2002-10-29 | 2005-11-15 | International Business Machines Corporation | Method for processing calls in a call center with automatic answering |
US20040098274A1 (en) * | 2002-11-15 | 2004-05-20 | Dezonno Anthony J. | System and method for predicting customer contact outcomes |
ATE392087T1 (en) * | 2002-12-11 | 2008-04-15 | Siemens Comm Inc | SYSTEM AND METHOD FOR REPRODUCTION OF A COLLABORATION SUMMARY |
US6999758B2 (en) * | 2003-05-06 | 2006-02-14 | Ocmc, Inc. | System and method for providing communications services |
AU2004267846B2 (en) * | 2003-08-22 | 2010-08-26 | InContact Inc. | System for and method of automated quality monitoring |
US20100070266A1 (en) * | 2003-09-26 | 2010-03-18 | Plantronics, Inc., A Delaware Corporation | Performance metrics for telephone-intensive personnel |
US8655837B2 (en) * | 2003-09-30 | 2014-02-18 | Aspect Software, Inc. | Data session notification means and method |
US7457404B1 (en) * | 2003-12-19 | 2008-11-25 | Nortel Networks Limited | Methods of monitoring communications sessions in a contact centre |
US7688963B1 (en) * | 2004-05-21 | 2010-03-30 | Avaya Inc | Apparatus and method for processing call disconnects |
US7602900B1 (en) * | 2004-12-23 | 2009-10-13 | At&T Corp. | Method and apparatus for providing relevant data responsive to a problem request |
US8126136B2 (en) * | 2005-04-19 | 2012-02-28 | Cisco Technology, Inc. | Method and system for automatic supervisor intervention in problematic calls in a call center |
US8036374B2 (en) | 2005-05-16 | 2011-10-11 | Noble Systems Corporation | Systems and methods for detecting call blocking devices or services |
US8781092B2 (en) * | 2005-05-16 | 2014-07-15 | Noble Systems Corporation | Systems and methods for callback processing |
US7995717B2 (en) | 2005-05-18 | 2011-08-09 | 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 |
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 |
US8130937B1 (en) * | 2005-06-21 | 2012-03-06 | Sprint Spectrum L.P. | Use of speech recognition engine to track and manage live call center calls |
US8064593B1 (en) * | 2006-01-26 | 2011-11-22 | Plantronics, Inc. | Auto host disconnect on loss of power to a headset amplifier |
US8155275B1 (en) * | 2006-04-03 | 2012-04-10 | Verint Americas, Inc. | Systems and methods for managing alarms from recorders |
US20080086690A1 (en) * | 2006-09-21 | 2008-04-10 | Ashish Verma | Method and System for Hybrid Call Handling |
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 |
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 |
US8611523B2 (en) * | 2007-09-28 | 2013-12-17 | Mattersight Corporation | Methods and systems for determining segments of a telephonic communication between a customer and a contact center to classify each segment of the communication, assess negotiations, and automate setup time calculation |
US10419611B2 (en) | 2007-09-28 | 2019-09-17 | Mattersight Corporation | System and methods for determining trends in electronic communications |
US20090103711A1 (en) * | 2007-09-28 | 2009-04-23 | Kelly Conway | Methods and systems for determining inappropriate threats during a telephonic communication between a customer and a contact center |
US20090110157A1 (en) | 2007-10-30 | 2009-04-30 | Mitel Nteworks Corporation | Method and apparatus for managing a call |
JP5277667B2 (en) * | 2008-03-07 | 2013-08-28 | 日本電気株式会社 | Failure analysis system, failure analysis method, failure analysis server, and failure analysis program |
US8068598B1 (en) * | 2008-04-02 | 2011-11-29 | Liveops, Inc. | Automatic agent training system |
GB2462800A (en) | 2008-06-20 | 2010-02-24 | New Voice Media Ltd | Monitoring a conversation between an agent and a customer and performing real time analytics on the audio signal for determining future handling of the call |
US8284905B1 (en) * | 2008-06-30 | 2012-10-09 | Symantec Corporation | Method and apparatus for monitoring conversations to control telecommunications |
US8249244B2 (en) * | 2009-03-09 | 2012-08-21 | Nice Systems Ltd. | System and method for recording and distributing customer interactions |
US20100332286A1 (en) * | 2009-06-24 | 2010-12-30 | At&T Intellectual Property I, L.P., | Predicting communication outcome based on a regression model |
US8463606B2 (en) * | 2009-07-13 | 2013-06-11 | Genesys Telecommunications Laboratories, Inc. | System for analyzing interactions and reporting analytic results to human-operated and system interfaces in real time |
US9672281B1 (en) * | 2009-10-16 | 2017-06-06 | Iqor US. Inc. | Apparatuses, methods and systems for a call searcher |
US9098509B1 (en) | 2009-10-16 | 2015-08-04 | Iqor Holding Inc., Igor U.S. Inc. | Apparatuses, methods and systems for a call restrictor |
US9053146B1 (en) | 2009-10-16 | 2015-06-09 | Iqor U.S. Inc. | Apparatuses, methods and systems for a web access manager |
US9031222B2 (en) * | 2011-08-09 | 2015-05-12 | Cisco Technology, Inc. | Automatic supervisor intervention for calls in call center based upon video and/or speech analytics of calls |
US8600034B2 (en) | 2011-11-22 | 2013-12-03 | Nice-Systems Ltd. | System and method for real-time customized agent training |
WO2013184667A1 (en) * | 2012-06-05 | 2013-12-12 | Rank Miner, Inc. | System, method and apparatus for voice analytics of recorded audio |
US8923490B2 (en) * | 2012-12-17 | 2014-12-30 | Capital One Financial Corporation | Systems and methods for providing searchable customer call indexes |
US9191510B2 (en) | 2013-03-14 | 2015-11-17 | Mattersight Corporation | Methods and system for analyzing multichannel electronic communication data |
US20150066506A1 (en) | 2013-08-30 | 2015-03-05 | Verint Systems Ltd. | System and Method of Text Zoning |
US9232063B2 (en) * | 2013-10-31 | 2016-01-05 | Verint Systems Inc. | Call flow and discourse analysis |
EP2916530B1 (en) * | 2014-03-05 | 2018-07-25 | ASC telecom AG | Method for controlling the recording of communication data |
US9269374B1 (en) | 2014-10-27 | 2016-02-23 | Mattersight Corporation | Predictive video analytics system and methods |
US20160217127A1 (en) | 2015-01-27 | 2016-07-28 | Verint Systems Ltd. | Identification of significant phrases using multiple language models |
US20190279223A1 (en) * | 2018-03-08 | 2019-09-12 | Tu Song-Anh Nguyen | Dynamic Browser and Information Supporting Method for Business Agent |
US10972607B1 (en) * | 2018-09-28 | 2021-04-06 | United Services Automobile Association (Usaa) | System and method for providing audible support to a service representative during a call |
US10805465B1 (en) | 2018-12-20 | 2020-10-13 | United Services Automobile Association (Usaa) | Predictive customer service support system and method |
US11769012B2 (en) | 2019-03-27 | 2023-09-26 | Verint Americas Inc. | Automated system and method to prioritize language model and ontology expansion and pruning |
Family Cites Families (13)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5353336A (en) * | 1992-08-24 | 1994-10-04 | At&T Bell Laboratories | Voice directed communications system archetecture |
AU693462B2 (en) * | 1993-09-22 | 1998-07-02 | E-Talk Corporation | Method and system for automatically monitoring the performance quality of call center service representatives |
US5737405A (en) * | 1995-07-25 | 1998-04-07 | Rockwell International Corporation | Apparatus and method for detecting conversation interruptions in a telephonic switch |
US5712954A (en) * | 1995-08-23 | 1998-01-27 | Rockwell International Corp. | System and method for monitoring audio power level of agent speech in a telephonic switch |
US5790635A (en) * | 1995-09-25 | 1998-08-04 | Rockwell International Corporation | System and method for automatic monitoring of active telephone calls in a telephonic switch |
US5790798A (en) * | 1996-05-31 | 1998-08-04 | Witness Systems, Inc. | Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location |
GB9620082D0 (en) * | 1996-09-26 | 1996-11-13 | Eyretel Ltd | Signal monitoring apparatus |
US5818909A (en) | 1996-09-27 | 1998-10-06 | Van Berkum; Paul E. | Agent speech detector system and method for use with a telephonic switch |
US7031442B1 (en) * | 1997-02-10 | 2006-04-18 | Genesys Telecommunications Laboratories, Inc. | Methods and apparatus for personal routing in computer-simulated telephony |
US6101242A (en) * | 1997-03-28 | 2000-08-08 | Bell Atlantic Network Services, Inc. | Monitoring for key words with SIV to validate home incarceration |
GB9723813D0 (en) * | 1997-11-11 | 1998-01-07 | Mitel Corp | Call routing based on caller's mood |
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 |
US6064731A (en) * | 1998-10-29 | 2000-05-16 | Lucent Technologies Inc. | Arrangement for improving retention of call center's customers |
-
1999
- 1999-10-26 US US09/426,615 patent/US6600821B1/en not_active Expired - Lifetime
-
2000
- 2000-09-25 CA CA002320569A patent/CA2320569C/en not_active Expired - Fee Related
- 2000-09-26 EP EP00120232A patent/EP1096767A3/en not_active Withdrawn
- 2000-10-18 AU AU66586/00A patent/AU771006B2/en not_active Ceased
Also Published As
Publication number | Publication date |
---|---|
AU6658600A (en) | 2001-05-03 |
US6600821B1 (en) | 2003-07-29 |
AU771006B2 (en) | 2004-03-11 |
CA2320569C (en) | 2008-01-29 |
EP1096767A3 (en) | 2004-05-19 |
EP1096767A2 (en) | 2001-05-02 |
Similar Documents
Publication | Publication Date | Title |
---|---|---|
CA2320569A1 (en) | System and method for automatically detecting problematic calls | |
WO2001060027A3 (en) | Telephone call monitoring system | |
IL109389A (en) | Apparatus and method for transparent telephony | |
CA2106238A1 (en) | Telecommunications answering feature method and apparatus | |
WO2005067376A3 (en) | Method and system for providing a call answering service between a source telephone and a target telephone | |
CA2115875A1 (en) | Calling Number Identification Using Speech Recognition | |
WO2001054389A8 (en) | Method and system for analyzing customer communications with a contact center | |
CA2172748A1 (en) | Digital Secretary | |
CA2336745A1 (en) | Apparatus and method for storage and accelerated playback of voice samples in a call centre | |
EP0330441A3 (en) | Interface to and operation of a voice messaging system | |
CA2219728A1 (en) | Caller information (clid) controlled automatic answer feature for telephone | |
CA2208394A1 (en) | Call forwarding on busy or no answer when call waiting is active | |
WO2000028720A8 (en) | Method for providing telephonic services | |
CA2171250A1 (en) | Telephone Call Fee Notifying System and Telephone Call Fee Notifying Apparatus | |
KR970068445A (en) | How to monitor the key phone | |
CA2410141A1 (en) | Methods and systems for call interruption services | |
PT909499E (en) | PROCESSES AND CALLER IDENTIFICATION DEVICE | |
WO2007146043A3 (en) | Techniques for storing real-time voice messages in a caller's voicemail box | |
WO2002003171A3 (en) | Method and system for providing caller identification for an unidentified calling party | |
CA2244298A1 (en) | Transparent protected access to corporate dialing plan | |
FR2799861B1 (en) | EMERGENCY CALL PROCESS AND MOBILE TELEPHONE FOR IMPLEMENTING THE PROCESS | |
JPS61177056A (en) | Talking method having automatic answering function in telephone | |
WO2001061978A3 (en) | Call screening that prompts caller for an access code | |
WO2002032092A3 (en) | Telephone conversation recording apparatus | |
TW352498B (en) | Method and apparatus for voice answering and instruction for telephone recorder |
Legal Events
Date | Code | Title | Description |
---|---|---|---|
EEER | Examination request | ||
MKLA | Lapsed |