Integrated voice and business transaction reporting for telephone call centers
AssigneeRockwell International Corporation
InventorAndre C. Zazzera
Life of this patent
Estimating the term…
Abstract
An integrated voice and data business transaction detail reporting system for a telephone system (12), having a switch (14) for directing incoming telephone calls, a device (14) for generating information pertaining to voice of the incoming calls, a device (26) for generating business transaction data pertaining to the incoming calls, and a device (24) for correlating the voice information and business transaction data.
Claims23
An integrated voice and data reporting system for a call center, comprising:
- a telephonic switch for receiving incoming calls and directing the incoming telephone calls such that data pertaining to the incoming calls is processed;
- means for identifying and processing voice-related data pertaining to the incoming calls, said means configured to facilitate processing of the voice-related data by assigning a time to events defining a portion of the voice-related data;
- means for identifying and processing business transaction data pertaining to the incoming calls, said means configured to facilitate processing of the business transaction data by assigning a time to events defining a portion of the business transaction data;
- means for correlating the voice-related data and business transaction data in real time utilizing the time assigned to each said event;
- and
- displaying the correlated data on a display device.
A method for reporting voice-related data and business transaction data relating to telephone calls routed by a telephonic switch, the method comprising the steps of:
- detecting and processing the voice-related data and assigning a time to events defining a portion of the voice-related data;
- detecting and processing the business transaction data and assigning a time to events defining a portion of the business transaction data;
- correlating the voice-related data and the business transaction data in real time utilizing the time assigned to each said event;
- and
- reporting the correlated voice-related data and the business transaction data.
Dependencies are inferred from the claim text.