WO2008075329A3 - Method and system for automatic quality evaluation - Google Patents

Method and system for automatic quality evaluation Download PDF

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Publication number
WO2008075329A3
WO2008075329A3 PCT/IL2006/001474 IL2006001474W WO2008075329A3 WO 2008075329 A3 WO2008075329 A3 WO 2008075329A3 IL 2006001474 W IL2006001474 W IL 2006001474W WO 2008075329 A3 WO2008075329 A3 WO 2008075329A3
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WIPO (PCT)
Prior art keywords
quality evaluation
call
automatic quality
organization
line
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PCT/IL2006/001474
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French (fr)
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WO2008075329A2 (en
Inventor
Yizhak Idan
Moshe Wasserblat
Offer Hassidi
Original Assignee
Nice Systems Ltd
Yizhak Idan
Moshe Wasserblat
Offer Hassidi
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Application filed by Nice Systems Ltd, Yizhak Idan, Moshe Wasserblat, Offer Hassidi filed Critical Nice Systems Ltd
Publication of WO2008075329A2 publication Critical patent/WO2008075329A2/en
Publication of WO2008075329A3 publication Critical patent/WO2008075329A3/en

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements

Abstract

A method and apparatus for automatic quality evaluation of an activity related to an organization, such as an agent of an organization which intereacts with a calling party, a product, a campaign or the like, based on any combination of one or more of the following: the interaction itself and particularly its vocal part; meta data related to the call, to the call parties or to the environment; information extracted from the call or general information (Fig. 1). The method may be activated off-line or on-line, in which case an alert can be generated (Fig. 1, alert generation 138) for one or more calls.
PCT/IL2006/001474 2006-12-20 2006-12-21 Method and system for automatic quality evaluation WO2008075329A2 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US11/613,203 2006-12-20
US11/613,203 US7577246B2 (en) 2006-12-20 2006-12-20 Method and system for automatic quality evaluation

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WO2008075329A2 WO2008075329A2 (en) 2008-06-26
WO2008075329A3 true WO2008075329A3 (en) 2009-04-09

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WO (1) WO2008075329A2 (en)

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