Systems, methods, and computer-readable medium for tracking, reconciling, and reporting on DTMF data and voice data communicated between call centers and users
View Patent ↗Systems, methods, and computer-readable media for tracking, reconciling, and reporting on data representing Dual Tone Multi-Frequency (DTMF) tones and voice signals communicated between call center and users during interactions therebetween. The system may include a data store adapted to store the DTMF data and a text corresponding to the voice data; a transcription process receiving data representing the voice signal and converting it into corresponding text; a report generation process obtaining the DTMF data and the text, transmitting a report containing the same to a client, and updating the date store accordingly; and a reconciliation process receiving data enabling reconciliation of data as tracked by the call center and as tracked by an entity other than the call center. The transcription process may operate as a third-party or an in-house entity relative to the at least one call center.
1. A system, comprising:
at least one transcription process adapted to receive data representing at least one voice signal and to convert it into corresponding text;
at least one report generation process adapted to:
obtain first data and the corresponding text, and
transmit at least one report to at least one client, the report containing at least the first data, the at least one voice signal and the corresponding text; and
at least one reconciliation process communicating with the at least one data store to receive data enabling reconciliation of data as tracked by at least one entity, and as tracked by at least one other entity, and being adapted to calculate and display the reconciliation data at least to the at least one call center.
2. The system of claim 1 , comprising at least one data store adapted to store the first data representing at least one DTMF tone and comprising at least one merge process adapted to match the at least one DTMF tone captured during a given interaction with text corresponding to the at least one voice signal captured during the given interaction.
3. The system of claim 2 , wherein the at least one merge process is adapted to associate the at least one DTMF tone captured during the given interaction with text corresponding to the at least one voice signal captured during the given interaction.
4. The system of claim 2 , wherein the merge process is adapted to create at least one merged data stream and includes data representing at least the at least one DTMF tone and the corresponding text.
5. The system of claim 2 , wherein the merge process is adapted to create a merged data stream that contains data representing at least the at least one DTMF tone captured during the given interaction and data representing the at least one voice signal captured during the given interaction.
6. The system of claim 1 , further comprising at least a second data store adapted to store at least one of the first data and the corresponding text.
7. The system of claim 1 , further comprising at least one further transcription process adapted to convert data representing at least a further voice signal into corresponding text.
8. The system of claim 1 , wherein the at least one transcription process is an automated system that converts the data representing the at least one voice signal substantially without human intervention.
9. A method, comprising:
capturing first data generated during a first interaction;
capturing at least second data representing at least one voice signal generated during the first interaction;
transcribing the at least one voice signal into corresponding text;
creating at least one record to store the first and the at least second data and at least one of the voice signal and corresponding text; and
generating at least one report containing at least in part the at least one record.
10. The method of claim 9 , comprising transmitting the at least one report wherein transmitting includes at least one of transmitting the at least one report to a client of the call center and transmitting the at least one report to at least one call center management entity.
11. The method of claim 9 , wherein capturing first data includes at least one of capturing at least one DTMF tone from a given user interacting with the at least one call center and capturing at least one DTMF tone from a plurality of users interacting with the at least one call center.
12. The method of claim 9 , wherein capturing first data includes at least one of capturing a plurality of DTMF tones from a plurality of users interacting with the at least one call center and capturing the plurality of DTMF tones from the plurality of users interacting with the at least one call center, at least two of which users are interacting with two respective programs that are supported by the at least one call center on behalf of different clients of the at least one call center.
13. The method of claim 9 , wherein capturing first data includes capturing a plurality of DTMF tones from a plurality of users interacting with a plurality of call centers, at least two of which users are interacting with two respective programs that are supported by respective ones of the plurality of call centers on behalf of different clients of the plurality of call centers.
14. The method of claim 9 , wherein capturing at least second data includes capturing at least one of a plurality of voice records from at least one user and capturing at least one voice record from a plurality of users.
15. The method of claim 9 , wherein capturing at least second data includes at least one of capturing a plurality of voice records from a plurality of users and capturing at least one respective voice record from the plurality of users, at least two of which users are interacting with two respective programs that are supported by the at least one call center on behalf of different clients of the at least one call center.
16. The method of claim 9 , wherein creating at least one record includes allocating space for the at least one record in at least one of a data store and an object-oriented database.
17. A non-transitory computer readable medium comprising instructions for:
capturing first data generated during a first interaction;
capturing at least second data representing at least one voice signal generated during the first interaction;
transcribing the at least one voice signal into corresponding text;
creating at least one record to store the first and the at least second data and at least one of the voice signal and corresponding text; and
generating at least one report containing at least in part the at least one record.
18. The computer readable medium of claim 17 , wherein capturing first data includes at least one of capturing at least one DTMF tone from a given user interacting with the at least one call center and capturing at least one DTMF tone from a plurality of users interacting with the at least one call center.
19. The computer readable medium of claim 17 , wherein capturing first data includes at least one of capturing a plurality of DTMF tones from a plurality of users interacting with the at least one call center and capturing the plurality of DTMF tones from the plurality of users interacting with the at least one call center, at least two of which users are interacting with two respective programs that are supported by the at least one call center on behalf of different clients of the at least one call center.
20. The computer readable medium of claim 17 , wherein capturing first data includes capturing a plurality of DTMF tones from a plurality of users interacting with a plurality of call centers, at least two of which users are interacting with two respective programs that are supported by respective ones of the plurality of call centers on behalf of different clients of the plurality of call centers.