CONVERSATION ANALYTICS
A system for conversation analytics comprising an analytics server stored and operating on a network-connected device that receives and processes conversations from various sources over a communications network, a plurality of communication bridges that may connect to and receive communication data from various communication endpoints, a media server that receives communication data from the bridges and provides this data to the analytics server for analysis, and a database that may store data from various elements of the system and provide them as needed for future reference.
1 . A system for conversation analytics, comprising:
an analysis server stored and operating on a network-connected computing device;
a media server stored and operating on a network-connected computing device;
a plurality of communication bridges stored and operating on network-connected computing devices; and
a database stored and operating on a network-connected computing device.
wherein the communication bridges receive a plurality of communication data via a communication network and provide the data to the media server;
wherein the media server receives the plurality of communication data from the communication bridges and provides the data to the analysis server;
wherein the analysis server receives and analyzes the communication data and stores the analysis results in the database; and
wherein the analysis server forms associations based on similarities in the plurality of communication data.
2 . The system of claim 1 , further wherein the media server stores the communication data and associations in the database.
3 . The system of claim 2 , further wherein the analysis server performs analysis on stored communication data.
4 . The system of claim 1 , wherein the media server is also a communication bridge.
5 . A method for conversation analytics, comprising the steps:
receiving a plurality of communication data;
presenting the communication data for analysis;
analyzing the communication data;
forming associations based on similarities in the plurality of communication data; and
presenting the results of analysis.
6 . The method of claim 5 , wherein the analysis is performed by a human user.
7 . The method of claim 5 , wherein the analysis is performed by an analysis server.
8 . The method of claim 5 , wherein the results of analysis are presented to a database for storage.
9 . The method of claim 5 , wherein the multiple communication data are from different communication networks.
10 . The method of claim 5 , wherein the multiple communication data are from different time periods.
11 . The method of claim 10 , wherein at least a portion of the communication data was previously stored.
12 . The method of claim 11 , wherein at least a portion of the stored communication data was previously analyzed.
13 . The method of claim 12 , wherein at least a portion of the previously analyzed stored communication data is analyzed again after forming associations.