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US 9,432,509 B2Granted
Contact center recording service
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorJuergen Tolksdorf
Life of this patent
Estimating the term…
Abstract
A system and method for producing audio messages for use in a contact center. A customer may specify message content, and provide a voice specification, which may identify a preferred voice artist and other aspects of the audio message including the language, accent and tone of the message. The service may produce the recording and provide it to the customer.
Claims14
A system for generating customized audio messages for a customer contact center, comprising:
- a processor;
- and
- a memory, wherein the memory includes instructions that, when executed by the processor, cause the processor to:
- recommend one or more voice attributes based on one or more characteristics of the customer contact center;
- receive, over a wide area network, a file containing message content and one or more selected voice attributes from the one or more voice attributes selected in response to the recommendation;
- transmit a command for generating an audio recording of the message content based on the one or more selected voice attributes;
- and
- deliver the audio recording over the wide area network, wherein the audio recording is configured to be accessed by an interactive voice response system for interacting with customers contacting the customer contact center.
5 more elements
A method for generating customized audio messages for a customer contact center, comprising:
- providing, by a processor, a recommendation for one or more voice attributes based on one or more characteristics of the customer contact center;
- receiving, by the processor, over a wide area network, a file containing message content and one or more selected voice attributes from the one or more voice attributes selected in response to the recommendation;
- transmitting, by the processor, a command for generating an audio recording of the message content based on the one or more selected voice attributes;
- and
- delivering, by the processor, the audio recording over the wide area network, wherein the audio recording is configured to be accessed by an interactive voice response system for interacting with customers contacting the customer contact center.
2 more elements
Dependencies are inferred from the claim text.