Customer-controlled recording
View Patent ↗A recording system has an interface enabled to monitor interaction between an agent of an enterprise and a second person, recording apparatus enabled to record the interaction and to store the recording in a data repository, and software stored in and executing from a machine-readable medium, the software providing functions for controlling the recording apparatus. The software responds to inputs from the second person to control the recording apparatus.
1. A call-recording and retrieval system comprising:
a data storage device;
a router configured to route an interaction to or from a customer, to a communication device of a contact center agent;
a processor coupled to the router; and
a memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to:
identify the interaction for the routing to the communication device of the contact center agent;
in response to the identifying of the interaction for the routing to the communication device of the contact center agent, present recording options to the customer to record a conversation with the contact center agent;
monitor the interaction;
detect a first real-time command input by the customer during the interaction, to start recording the interaction;
initiate recording of the interaction in response to the first real-time command;
detect a second real-time command input by the customer during the interaction, to stop recording the interaction;
stop recording of the interaction in response to the second real-time command;
store the recorded interaction in the data storage device; and
transmit the recorded interaction to a customer device for playback.
2. The system of claim 1 , wherein the interaction is at least one of a voice interaction or a text-based interaction.
3. The system of claim 1 , wherein the first and second real-time commands are respectively first and second dual tone multi-frequency (DTMF) tones.
4. The system of claim 1 , wherein the instructions further cause the processor to store the recorded interaction in the data storage device in association with a customer identifier.
5. The system of claim 1 , wherein the conversation includes a voice conversation exchanged during the interaction.
6. The system of claim 1 , wherein the conversation includes a text conversation exchanged during the interaction.
7. The system of claim 1 , wherein the instructions that cause the processor to transmit include instructions that cause the processor to transmit a link to the recorded interaction.
8. The system of claim 7 , wherein the instructions further cause the processor to include the link in an email addressed to the customer.
9. A call-recording and retrieval method comprising:
identifying, by a processor, an interaction to or from a customer to be routed to a communication device of a contact center agent;
in response to the identifying of the interaction for the routing to the communication device of the contact center agent, presenting, by the processor, recording options to the customer to record a conversation with the contact center agent;
routing, by a router coupled to the processor, the interaction to the communication device of the contact center agent;
monitoring, by the processor, the interaction;
detecting, by the processor, a first real-time command input by the customer during the interaction, to start recording the interaction;
initiating, by the processor, recording of the interaction in response to the first real-time command;
detecting, by the processor, a second real-time command input by the customer during the interaction, to stop recording the interaction;
stopping, by the processor, recording of the interaction in response to the second real-time command;
storing, by the processor, the recorded interaction in a data storage device; and
transmitting, by the processor, the recorded interaction to a customer device for playback.
10. The method of claim 9 , wherein the interaction is at least one of a voice interaction or a text-based interaction.
11. The method of claim 9 , wherein the first and second real-time commands are respectively first and second dual tone multi-frequency (DTMF) tones.
12. The method of claim 9 further comprising:
storing, by the processor, the recorded interaction in the data storage device in association with a customer identifier.
13. The method of claim 9 , wherein the conversation includes a voice conversation exchanged during the interaction.
14. The method of claim 9 , wherein the conversation includes a text conversation exchanged during the interaction.
15. The method of claim 9 , wherein the transmitting includes transmitting, by the processor, a link to the recorded interaction.
16. The method of claim 15 further comprising:
including the link, by the processor, in an email addressed to the customer.