Correlated call analysis

A system for correlating received communication data with operational communication characteristics, comprising:

• a recorder that receives and records audible input from a received communication over a communications network;
• a speech-recognition analyzer that communicates with the recorder to transcribe the recorded audible input into a transcript;
• a speech-recognition database that includes speech-recognition features;
• a transcript analyzer that communicates with the speech-recognition analyzer and the speech-recognition database to analyze the transcript based on the speech-recognition features, and identifies patterns associated with the audible input;
• an operational communication characteristics processor that collects and records the operational communication characteristics;
• a correlator that communicates with the transcript analyzer and the operational communication characteristics processor to compute statistical correlations of the identified patterns associated with the audible input and the recorded operational communication characteristics;
• and
• an outputter to display results of the computed statistical correlations.

A tangible computer readable storage medium comprising a computer program for processing input variables in a system for correlating received communication data with operational communication characteristics, the tangible computer readable storage medium comprising:

• a receiving code segment, recorded on the tangible computer readable storage medium, executable to receive, record and transcribe received communication audible input into a transcript;
• an analyzing code segment, recorded on the tangible computer readable storage medium, executable to analyze the transcript based on a speech-recognition database that includes speech-recognition features;
• a collecting code segment, recorded on the tangible computer readable storage medium, executable to collect and record operational communication characteristics;
• a correlating code segment, recorded on the tangible computer readable storage medium, executable to correlate the analyzed transcript with the recorded operational communication characteristics;
• and
• an output code segment, recorded on the tangible computer readable storage medium, executable to display results of the correlations.