公开(公告)号：US08787546B2

公开(公告)日：2014-07-22

申请号：US14042376

申请日：2013-09-30

申请人： Incontact, Inc.

发明人： Rix Allan Ryskamp

IPC分类号： H04M3/42 ,  H04M3/00 ,  H04M5/00

CPC分类号： H04M3/523 ,  H04M3/2281 ,  H04M3/42102 ,  H04M3/42374 ,  H04M3/5158

摘要： Apparatus, systems, and methods for communication analysis and handling, such as automated analysis and handling of telephone calls. In some implementations, the method may comprise initiating a first communication to a destination using a first communication line, performing an analysis on the first communication, and sending a communication signal generated at the destination to a first agent. The communication signal may comprise a live communication signal, and the step of sending the communication signal to the first agent may be performed concurrently with the analysis on the first communication such that the agent may thereby be able to monitor the communication and assume a natural response to the person without unnatural delay as the communication begins.

摘要翻译： 用于通信分析和处理的装置，系统和方法，例如电话的自动分析和处理。 在一些实现中，该方法可以包括使用第一通信线路发起到目的地的第一通信，对第一通信进行分析，以及将在目的地产生的通信信号发送到第一代理。 通信信号可以包括实时通信信号，并且可以与第一通信的分析同时执行将通信信号发送到第一代理的步骤，使得代理可以由此能够监视通信并采取自然响应 随着通信的开始，没有不自然的延迟。