Patent №
US 8,117,064
Granted
2012-02-14
Filed 2006
Owner
WITNESS SYSTEMS, INC.
Lab
—
AI components
5
ml · nlp · speech · kr · planning
Assignment
Recorded
Dataset
AIPD
2023_r1 edition
Application
11359358
Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a content recorder configured to record content of plurality of agent interactions; an analytics component configured to perform speech analysis on at least a portion of the agent interactions, and further configured to evaluate the interactions based on a plurality of criteria, producing a score; and a quality monitor configured to associate the analyzed interactions with interaction metadata.
AI classification
Ownership
WITNESS SYSTEMS, INC.
assignment · 175760680
Assignors
BOURNE, JOHN, MURRAY, EDWARD, IANNONE, JEFF, KEREN, SHIMON, MCLEAN, NICK, BOURKE, MICHAEL R., FAMA, JASON, WATSON, JOSEPH, NIES, JAMES GORDON, LYERLY, THOMAS
On an employer assignment, the assignors are typically the inventors.