Home | Links | Contact Us | More About Intellectual Property | Bookmark

Search patents:

Home

Finance

Integrated-voice-and-business-transaction-reporting-for-telephone-call-centers

Method, apparatus and system for directing access to content on a computer network

OF PREFERRED EMBODIMENTS Preferred embodiments of the instant invention employ a network of ...

Flexible computer resource manager

The subject invention improves upon existing resource management techniques by providing an ...

Dynamic modification of multimedia content

FIG. 1 depicts an example of an Internet environment having features of the present invention. As ...

Networked appliance for recording, storing and serving digital images

An improved image server is provided by virtue of the present invention. In one embodiment of an ...

Method and apparatus for providing access to a legacy application on a distributed data processing system

What is claimed is: 1. A method in a data processing system for providing access to an application, ...

System and method for processing a request for information in a network

From the foregoing, it may be appreciated by those skilled in the art that a need has arisen for a ...

Secure postage meter in an ATM application

We claim: 1. An apparatus for performing banking and postage metering functions comprising: a ...

Systems for accessing the internet and geo-defined data and associated methods

In one aspect, the invention provides Internet access apparatus that co-exists, and/or operates in ...

Method and apparatus for managing accounts payable

The foregoing summary is intended merely to provide a brief description of the general nature of ...

Mail processing system with unique mailpiece authorization assigned in advance of mailpieces entering carrier service mail processing stream

OF THE PREFERRED EMBODIMENT I. General Background A mailing list is created including destination ...

Integrated voice and business transaction reporting for telephone call centers

Details

Inventors: Zazzera, Andre C.;
Assignee:
Primary Examiner: Hofsass; Jeffery
Assistant Examiner: Hong; Harry S.
Attorney, Agent or Firm:

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.

DETAILED DESCRIPTION What is claimed is: 1.
An integrated voice and data business transaction detail reporting for a call center of a telephone system, comprising: an automatic call distributor for directing incoming calls to a plurality of agents, and for generating information pertaining to the voice of the calls; a host computer for supplying information to the agents, and for generating business transaction data pertaining to the incoming calls and the action of the agents; and means for correlating the voice information and business transaction data in real time and for generating a written report containing the combined information and data in real time.
2.
The system of claim 1 wherein the host computer correlates the information and data.
3.
The system of claim 1 wherein the automatic call distributor correlates the information and data.
4.
The system of claim 1 including a computer-telephone-integration device communicating with the automatic call distributor and host computer, and in which the computer-telephone-integration device correlates the information and data.
5.
The system of claim 4 wherein the computer-telephone-integration device prepares a report of the correlated information and data.

Description:
BACKGROUND OF THE INVENTION The present invention relates to voice and business transaction reporting systems for telephone call centers.
In the past, telephone call centers have been provided with two major systems, an Automatic Call Distributor (ACD) and a business data system comprising a host computer.
The call centers use ACD-generated call statistics to govern the operation on a day-to-day basis.
This information tells the administrative staff how well the calls are being answered, and generally how well the staff that is answering the phones are performing.
However, these ACD reports concentrate on the elements of the voice call only, and are oblivious to the elements of the business transaction that is logged on the business data system.
It is this data system that records and reports the customer sale, reservation, or complaint, etc

Related patents

	Information consolidation within a transaction network A system for determining value in a stored value transaction system has a plurality of value transferring devices including a local device, a collection device, a ...
	Context-sensitive presentation of information to call-center agents This invention is directed to solving these and other problems and disadvantages of the prior art. Applicant has realized that a key to making the call center agents' ...
	Access card for multiple accounts In one form of the invention, a credit card owner carries a single card, which preferably does not identify the owner by name. The card bears a code, which is used by a ...
	Programmable multiple company credit card system The present invention relates to a smart universal financial data card which allows its holder to keep track of all his financial data and financial transaction data in ...
	Computer-printer terminal for producing composite greeting and gift certificate card I claim: 1. A computer-printer Internet terminal for producing under the control of its user a composite card having printed thereon a greeting card section and a gift ...
	Card holder-type balance reader The function of an electronic purse is to perform and process a variety of transactions using a micro-computer with relatively high functions. The function of previous ...
	Method and system for providing controlled access to information stored on a portable recording medium The above object is achieved and the disadvantages of the prior art are overcome in accordance with the subject invention by means of a system and method for recording ...
	Application package and system for permitting a user to use distributed application package on the term of the use thereof OF THE PREFERRED EMBODIMENTS For the sake of better understanding of the following description, it will be useful to define some terms to be used. Charged information ...
	Automated unmanned rental system and method OF THE INVENTION FIG. 1 shows a schematic/block diagram of an embodiment of an automated unmanned rental system of the present invention. Referring now to FIG. 1, A...
	System and method of secure electronic commerce transactions including tracking and recording the distribution and usage of assets The present invention relates to electronic commerce transactions. In particular, the invention relates to a system and method for electronic commerce transactions that ...

0.004
Archive: All patents - Links Copyright (c)2006 Eipa-patents.org - All rights reserved