Systems and methods for monitoring quality of customer service in customer/agent calls over a VoIP network
View Patent ↗A 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.
1. A system for distributed quality monitoring of packet-based communications, comprising:
an agent station including an agent desktop and a telephone connected to the agent desktop, the agent station including a voice analyzer;
a server operably connected to the agent desktop, the server being configured to provide a directory of information;
a computer telephony interface operably connected to the agent station, and configured to provide the computer telephony interface to the agent desktop;
an exchange manager operably connected to the computer telephony interface and configured to control phone call flow to the agent desktop; and
a storage facility operably connected to the exchange manager, the storage facility being configured to provide additional storage capability for the system,
wherein the voice analyzer is configured to analyze voice packets in the communications based on speech energy and speech recognition, and
wherein the agent station is configured to transmit a report to a supervisory station or notify an agent on how to manage the customer interaction if the speech energy exceeds a speech energy threshold and words in predetermined word categories are detected.
2. The system of claim 1 , wherein the agent station further comprises:
a packet monitor for identifying packets and a storage device for storing the packets identified by the packet monitor.
3. The system of claim 1 , wherein the agent station further comprises:
a recording scheduler containing a schedule of calls to be recorded by the storage device.
4. The system of claim 3 , wherein the recording scheduler contains a schedule based on one or more call characterizations stored in the agent station.
5. The system of claim 3 , wherein the recording scheduler contains a schedule based on call signaling information detected by an agent station.
6. The system of claim 3 , wherein the recording scheduler contains a schedule based on a call being present at the agent station and the call being in a state matching a set of criteria stored in the agent station for calls to be recorded.
7. The system of claim 1 , wherein the agent station further comprises:
an analysis scheduler for identifying packets requiring further analysis.
8. The system of claim 7 , wherein the analysis scheduler contains a schedule based one or more call characterizations stored in the agent station.
9. The system of claim 7 , wherein the analysis scheduler contains a schedule based on call signaling information detected by an agent station.
10. The system of claim 7 , wherein the analysis scheduler contains a schedule based on a call being present at the agent station and the call being in a state matching a set of criteria stored in the agent station for calls to be recorded.
11. The system of claim 1 , wherein the agent station is configured for receiving one or more voice packets representative of a phone call and performing a speech analysis on the voice packets.
12. In a packet-based communications system for use by at least a first user and a second user, a method of distributed quality monitoring, comprising the steps of:
receiving a voice packet representative of a phone call from a caller;
transmitting the voice packet to an agent station;
analyzing speech in the voice packet at the agent station, comprising:
analyzing an energy of the speech to identify changes in amplitude and pitch in the speech; and
searching for a presence of words in predetermined word categories;
determining whether the speech energy exceeds a speech energy threshold or words in the predetermined word categories are detected; and
transmitting a report to a supervisory station or notifying an agent on how to manage the customer interaction if the speech energy exceeds the speech energy threshold and words in the predetermined word categories are detected.
13. The method of claim 12 , wherein the step of analyzing speech in the voice packet further comprises the step of determining whether the first user and the second user are speaking at the same time for at least a predetermined amount of time.
14. The method of claim 12 , wherein the step of analyzing speech in the voice packet further comprises the step of determining whether the first user and the second user have maintained silence during a call for a predetermined amount of time.
15. The method of claim 12 , wherein the step of searching for a presence of words in predetermined word categories comprises the step of determining whether a user has used one or more words from a predetermined set of words.
16. The method of claim 15 , wherein the step of searching for a presence of words in predetermined word categories further comprises the step of determining whether the first user has used one or more words from a first predetermined set of words and the second user has used one or more words from a second predetermined set of words.
17. The method of claim 12 , and further comprising the step of determining whether a call has been placed on hold.
18. The method of claim 12 , wherein the step of analyzing speech in the voice packet further comprises the step of determining whether a customer has identified a reason for a call that matches a reason from a first list of reasons for calls.
19. The system of claim 12 , wherein detecting the presence of words in predetermined word categories comprises identifying a plurality of phonemes within the voice packet.
20. A system for quality monitoring of packet-based communications related to customer and call agent transactions, comprising:
an agent server including an agent desktop, a server, a voice analyzer, and a IP telephone connected to the agent desktop, the server being configured to the receive one or more voice packets representative of a phone call in the communications and store and retrieve information relevant to the transaction;
a computer telephony interface operably connected to the agent server, and configured to provide the computer telephony interface to the IP telephone;
an exchange manager operably connected to the computer telephony interface and configured to control phone call flow to the IP telephone; and
a storage facility operably connected to the exchange manager, the storage facility being configured to provide additional storage capability for the system,
wherein the voice analyzer is configured to analyze an energy of speech in the voice packets to identify changes in amplitude and pitch in the speech and search for words in predetermined word categories, and
wherein the agent server is configured to transmit a report to a supervisory station or notify an agent on how to manage the customer interaction if the speech energy exceeds a speech energy threshold and words in the predetermined word categories are detected.
21. A system according to claim 20 , wherein the voice analyzer produces a first output and the agent server includes a comparator to compare the first output to a set of stored output-notification criteria, the agent server sending a notice in accordance with the output notification criteria if the first output matches an output-notification criteria.
22. The system of claim 20 , wherein the voice analyzer is configured for performing a speech analysis on the voice packets to identify a plurality of phonemes.