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US 8,798,254 B2Granted
System and method for recording and distributing customer interactions
AssigneeNice Systems Ltd.
InventorsJacob Naparstek, Leon Portman
Life of this patent
Estimating the term…
Abstract
A system and method for recording and distributing calls are provided. A call may be associated with an information record. Parameters in the information record may be used to determine if the call is to be recorded. Parameters in the information record may be used to determine a method of providing a recording of the call. Other embodiments are described and claimed.
Claims19
A method comprising:
- receiving by an integrated voice response (IVR) system of a call center, a request from a customer to be provided with recording of one or more interactions, wherein the request is received prior to establishment of the one or more interactions and indicates a method of providing recordings to the customer;
- storing the request at the call center;
- detecting an interaction involving the customer and the call center;
- locating the request at the call center;
- recording the interaction at the call center;
- and
- providing the customer with the recording of the interaction according to the method of providing recordings indicated in the request.
4 more elements
A method comprising:
- receiving by an integrated voice response (IVR) system of a call center, a request from a customer to be provided with recording of one or more interactions, wherein the request is received prior to establishment of the one or more interactions;
- storing the request at the call center;
- detecting an interaction involving the customer and the call center;
- locating the request at the call center;
- recording the interaction at the call center;
- and
- providing the customer with the recording of the interaction.
4 more elements
A system for recording and distributing customer interactions comprising:
- an integrated voice response (IVR) system to receive a request from a customer to be provided with recording of one or more interactions, wherein the request is received prior to establishment of the one or more interactions and indicates a method of providing recordings to the customer;
- a database that stores the request at the call center;
- a recording server;
- a management unit to receive an indication of an interaction involving the customer and the call center, to locate the request in the database, to instruct the recording server to record the interaction and to provide the customer with the recording of the interaction according to the method of providing recordings indicated in the request.
1 more element
Dependencies are inferred from the claim text.