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SYSTEMS AND METHODS FOR MONITORING QUALITY OF CUSTOMER SERVICE IN CUSTOMER/AGENT CALLS OVER A VOIP NETWORK
SYSTEMS AND METHODS FOR MONITORING QUALITY OF CUSTOMER SERVICE IN CUSTOMER/AGENT CALLS OVER A VOIP NETWORK
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机译:通过VOIP网络监控客户/代理呼叫中客户服务质量的系统和方法
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摘要
pA system and method for monitoring call quality for calling centers using packet based call technology. A distributed system manages packet flow between a caller and a call center agent and storage servers. The distributed system is used to monitor, record and analyze real time communications between the caller and the agent and to identify whether certain predetermined parameters are occurring in any particular call. In the event that such a predetermined parameter does exist, a message can be sent to a supervisory station or dialog guidance messages may be sent to the agent./p[WO2008109501A1]
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