Monitoring a conversation between an agent and a customer and performing real time analytics on the audio signal for determining future handling of the call

摘要

The invention provides a computer-implemented method of handling a telephone call. The method comprises monitoring a conversation between an agent and a customer on a telephone line as part of the telephone call to extract the audio signal therefrom. Real-time voice analytics are performed on the extracted audio signal while the telephone call is in progress. The results from the voice analytics are then passed to a computer-telephony integration system responsible for the call for use by the computer-telephony integration system for determining future handling of the call. The handling may include one or more of the following: impacting the application flow or script used by the agent involved in the call (via interaction with the workstation), alerting a supervisor to participate in the call, transferring the call from the agent currently involved in the call, e.g. to an agent with different skills and/or experience, to a supervisor, or to an IVR system.