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US 2003/0169856 A1Published application
Method and apparatus for quality assurance in a multimedia communications environment
AssigneeNice Systems Ltd.
InventorsAvishai Elazar, Ilan Freedman
Life of this patent
Estimating the term…
Abstract
The present invention relates to a method and system for monitoring and evaluating multimedia telephonic and computer-communication interactions. The multimedia quality monitoring system may include an event manager, which may receive a notification associated with a communication between an agent and a customer and recording servers, which record data associated with the communication.
Claims12
A multimedia quality monitoring system comprising:
- an event manager adapted to receive a notification associated with a communication between a first person and a second person, said communication taking place via a network coupled to at least one contact server;
- an audio recording server coupled to said event manager, said audio recording server adapted to record from a telephony contact server audio data associated with said communication;
- and
- at least one computer-data recording server coupled to said event manager, said computer-data recording server adapted to record from a computer-communication contact server digital data associated with said communication.
1 more element
A method comprising:
- receiving a notification associated with a communication between a first person and a second person, said communication taking place via a network coupled to at least one contact server;
- recording from a telephony contact server audio data associated with said communication;
- and
- recording from a computer-communication contact server digital data associated with said communication.
1 more element
Dependencies are inferred from the claim text.